Rana Aqilah Mahedinar, . (2022) PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN SHOPEE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This research is a quantitative method which aims to determine how the influence between service quality and trust toward customer satisfaction. This research using the primary sources of data and the population on this research were 239 respondents of e-commerce Shopee consumer which is spread in faculty of economics and business at Universitas Pembangunan Nasional Veteran Jakarta especially the 2018 year's generation. The sampling technique is using non-probability sampling with a purposive sampling method. The data was collected by using e-questionnaire with google form through the social platform community. The analysis technique in this research is using descriptive data analysis and inferensial data analysis, and the analysis tool used was SmartPLS (Partial Least Square) 3.0 version. The outcome of this research is that: (1) service quality has a positive significant effect with path coefficient 0,624 on customer satisfaction, (2) trust also has a positive significant effect with path coefficient 0,241 on customer satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 1810111180} {Pembimbing: Jenji Gunaedi Argo} {Penguji 1: Miguna Astuti} {Penguji 2: Heni Nastiti} |
| Uncontrolled Keywords: | E commerce, service quality, trust, customer satisfaction |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Rana Aqilah Mahedinar |
| Date Deposited: | 04 Jul 2022 06:06 |
| Last Modified: | 04 Jul 2022 06:06 |
| URI: | http://repository.upnvj.ac.id/id/eprint/16493 |
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