Maramis, Marshanette Regina and Reese, Matthias (2016) Analysis Of Influence Of E-Service Quality On Customer Satisfaction Of Tokopedia Website. Bachelor thesis, Swiss German University.

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Abstract

The purpose of this research is to find out whether e-service quality has an influence towards customer satisfaction. The methodology used would be multiple regression, correlation, and t-test. This study aimed to determine how much influence the E-Service Quality has towards Customer Satisfaction of the Tokopedia website. In this study, data were gathered through distributed questionnaires and will be analyzed by using SPSS. Based on 160 samples collected and tested, the results show that; E-Service Quality has a correlation with Customer Satisfaction. As for the influence, E-Service Quality has a significant influence towards Customer Satisfaction. This study also analyze the customer expectation and reality of each E-Servqual Dimensions that known as Gap Analysis. Results of this research will be discussed and deliver implications of the result which is hoped can be utilized by e-commerce companies to analyze their weakness and strengths as a company.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	E-Service Quality; Customer Satisfaction; Customer Expectation; Perceived Reality; Gap Analysis
Subjects:	H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Communication and Public Relations
Depositing User:	Astuti Kusumaningrum
Date Deposited:	19 Oct 2020 15:01
Last Modified:	19 Oct 2020 15:01
URI:	http://repository.sgu.ac.id/id/eprint/930

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