The Effect of E-Service of Quality on Customer Satisfaction in Using The Shopee Application

Authors

  • Wiwi Hartati a:1:{s:5:"en_US";s:31:"Muhammadiyah Cirebon University";}
  • Desy Desy Lusiyana Muhammadiyah Cirebon University
  • Rizcita Nurmelia Muhammadiyah Cirebon University

DOI:

https://doi.org/10.38035/ijam.v2i1.222

Keywords:

Effect, E-service, Quality, Customer, Satisfaction, Shopee

Abstract

This research was conducted by distributing questionnaires for data collection. This questionnaire was distributed to Management Study Program Students of the University of Muhammadiyah Cirebon who used the shopee application. And obtained a sample of 40 students who had filled out the questionnaire. This research uses quantitative methods because the data obtained is statistical to test certain hypotheses. Based on the theoretical foundation and frame of mind above, this study hypothesizes that E-Service Quality affects Customer Satisfaction. The result of this experiment is E-Service Quality is included in the good category. This means that the e-service quality owned in the shopee application is in good condition. Customer Satisfaction in the shopee application is good. Based on the results of data processing, it has been concluded that e-service quality affects customer satisfaction in the shopee application. This shows that the better the e-service quality of the shopee application, the higher the customer satisfaction will also be in the shopee application.

References

Akbar, A. A., & Djatmiko, T. (2016). Pengaruh e-Service Quality terhadap E-Customer
Satisfaction dan E-Customer Loyalty pada lazada. co. id. eProceedings of
Management, 3(1).
Berliana, M., & Zulestiana, D. A. (2020). Pengaruh E-Service Quality terhadap Customer
Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia. REMIK: Riset dan E-
Jurnal Manajemen Informatika Komputer, 4(2), 14-21.
Jonathan, H. (2013). Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang
Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk. The Winners, 14(2),
104-112.

Downloads

Published

2023-05-26

How to Cite

Hartati, W., Desy Lusiyana, D. ., & Nurmelia, R. . (2023). The Effect of E-Service of Quality on Customer Satisfaction in Using The Shopee Application . International Journal of Advanced Multidisciplinary, 2(1), 148–155. https://doi.org/10.38035/ijam.v2i1.222

Issue

Vol. 2 No. 1 (2023): International Journal of Advanced Multidisciplinary (April-June 2023)

Section

Articles

License

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the International Journal of Advanced Multidisciplinary (IJAM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the International Journal of Advanced Multidisciplinary (IJAM).