PENGARUH WEBSITE SERVICE QUALITY DAN CUSTOMER E-SARISFACTION TERHADAP CUSTOMER E-LOYALTY WEBSITE TOKOPEDIA DI KOTA PADANG

Authors

  • Fadhli Fizahari Universitas Bung Hatta
  • Linda Wati Universitas Bung Hatta

Keywords:

Website Service Quality, Customer E-satisfaction & Customer E-Loyalty

Abstract

This study aims to prove and analyze the effect of service quality and customer satisfaction on customer e-loyalty in using the Tokopedia website in Padang City. In this study, several randomly selected respondents were used. The data used are primary data obtained from distributing questionnaires to respondents who meet the sampling criteria. The analytical method used to prove the truth of the hypothesis is multiple linear regression which is processed using the SPSS program. Based on the results of hypothesis testing, it was found that website service quality has a positive effect on customer e-loyalty using the Tokopedia website in doing online shopping, while customer e-satisfaction also has a positive effect on customer e-loyalty using the Tokopedia website in doing online shopping.

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Published

2021-09-08

Issue

Vol. 19 No. 2 (2021): KUMPULAN EXECUTIVE SUMMARY MAHASISWA PRODI MANAJEMEN WISUDA KE 76 TAHUN 2021

Section

Executive Summary