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PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION PADA PENGGUNA MARKETPLACE SHOPEE DI KOTA PALEMBANG

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Amid increasing competition among marketplaces, understanding consumer expectations and service needs has become essential in creating a satisfying shopping experience. This study aims to examine the effect of E-Service Quality dimensions on E-Customer Satisfaction among Shopee users in Palembang City. Expectancy Disconfirmation Theory is employed to explain the relationship between user expectations and satisfaction. E-Service Quality is measured using the ESQUAL model, which comprises four dimensions: Efficiency, Fulfillment, System Availability, and Privacy. A quantitative survey method was utilized, with questionnaires distributed to 100 respondents selected through purposive sampling. The criteria included being residents of Palembang, at least 18 years old, and having shopped on Shopee at least twice in the past three months. The data were analyzed using multiple linear regression. The results indicate that all four dimensions of E-Service Quality have a significant partial effect on E-Customer Satisfaction. These findings support the theory that customer satisfaction is formed when service performance particularly in terms of efficiency, fulfillment, system availability, and privacy protection exceeds initial user expectations.

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Inventory Code Barcode Call Number Location Status
2507003520T175894T1758942025Central Library (Reference)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T1758942025
Publisher
Indralaya : Prodi Manajemen, Fakultas Ekonomi Universitas Sriwijaya.,
Collation
xvii, 117 hlm.; ilus.; tab.; 29 cm.
Language
Indonesia
ISBN/ISSN
-
Classification
658.810 7
Content Type
Text
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Manajemen pemasaran
Specific Detail Info
-
Statement of Responsibility
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No other version available

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