Chiara Bintang Earliana, . (2025) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, DAN ULASAN PELANGGAN DARING TERHADAP KEPUASAN PELANGGAN. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study examines the influences of service quality, product quality, and online customer reviews on customer satisfaction. The objective of this research is to identify, analyze, and demonstrate whether these three independent variables have an impact on customer satisfaction. The study was conducted using respondents from the Special Capital Region of Jakarta, excluding the Thousand Islands, with a total sample of 160 participants obtained through the distribution of online questionnaires via Google Form. The sampling technique applied was non-probability sampling with a purposive sampling method. The collected data were analyzed using the Partial Least Square (PLS) approach with SmartPLS 4.0 software. The findings reveal that service quality has a positive and significant effect on customer satisfaction. Similarly, product quality exerts a positive and significant influence on customer satisfaction, and online customer reviews also show a positive and significant impact on customer satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210111006] [Pembimbing: Alfatih Sikki Manggabarani] [Penguji 1: Maria Assumpta Wikantari] [Penguji 2: Pusporini] |
| Uncontrolled Keywords: | Customer Satisfaction, Service Quality, Product Quality, Shopee, Online Customer Reviews |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions 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: | CHIARA BINTANG EARLIANA |
| Date Deposited: | 17 Mar 2026 01:26 |
| Last Modified: | 17 Mar 2026 01:26 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41540 |
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