PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-WOM TERHADAP E-CUSTOMER SATISFACTION PADA E-COMMERCE

Meivita Taradeyi, . (2025) PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-WOM TERHADAP E-CUSTOMER SATISFACTION PADA E-COMMERCE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to identify, analyze, and verify the influence of e-service quality, e-trust, and e-WOM on e-customer satisfaction in e-commerce. The population of this research consist of active e-commerce users located in the greater Jakarta area (Jabodetabek) who have made purchases through e-commerce platforms, with a total sample of 154 respondents aged 18 years and above, selected using a purposive sampling method. This research applies a quantitative approach and utilizes SmartPLS 4.0 software for data processing. The result indicates that: (1) E-Service Quality has significant effect on e-customer satisfaction, (2) E-Trust has a significant effect on E-Customer Satisfaction, and (3) e-WOM has a significant effect on E-Customer Satisfaction.

Item Type: Thesis (Skripsi)
Additional Information: [No Panggil : 2210111156] [Pembimbing: Alfatih Sikki Manggabarani] [Ketua Penguji : Prasetyo Hadi] [Penguji 1 : Guntur Syahputra Saragih] [Penguji 2 : Alfatih Sikki Manggabarani]
Uncontrolled Keywords: E-Service Quality, E-Trust, E-WOM, E-Customer Satisfaction, E-Commerce
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: MEIVITA TARADEYI
Date Deposited: 17 Mar 2026 01:40
Last Modified: 17 Mar 2026 01:40
URI: http://repository.upnvj.ac.id/id/eprint/41485

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