Dina Octaviola, . (2023) PENGARUH KUALITAS PELAYANAN, POTONGAN HARGA, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN E-COMMERCE SHOPEE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Technological developments in the world are increasing and bringing innovation in the business sector, namely e-commerce. E-commerce has become one of the most dynamic and influential economic sectors in the business world. This phenomenon is growing rapidly and shifting consumer behavior in shopping for necessities. This research aims to determine, analyze and prove the influence of service quality, price discounts and trust on customer satisfaction. This research uses quantitative methods and uses primary data. Data was collected using nonprobability sampling techniques with purposive sampling. Questionnaires were distributed to 100 respondents via Google Form with the criteria of having made purchases on the Shopee application at least 3 times a month, having an age range of 17-26 years, and domiciled in DKI Jakarta. The data analysis technique used is descriptive and inferential analysis using SmartPLS 4.0 software. The results of data analysis show that service quality has a significant effect on customer satisfaction with a path coefficient value of 0.583, price discounts have a significant effect on customer satisfaction with a path coefficient value of 0.104, and trust has a significant effect on customer satisfaction. with a path coefficient value of 0.264.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010111023] [Pembimbing: Maria Assumpta Wikantari] [Penguji 1: Alfatih Sikki Manggabarani] [Penguji 2: Dienni Ruhjatini Sholihah] |
| Uncontrolled Keywords: | Service Quality, Price Discounts, Trust, Customer Satisfaction, E-commerce, Shopee |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HF Commerce T Technology > T Technology (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Dina Octaviola |
| Date Deposited: | 21 Mar 2024 09:24 |
| Last Modified: | 21 Mar 2024 09:24 |
| URI: | http://repository.upnvj.ac.id/id/eprint/27820 |
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