Analisis Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Aplikasi Tokopedia

Danis Imam Bachtiar; Firman Bachtiar; Vivia Nurul Khoirunnisa

doi:10.53363/yud.v6i1.97

Authors

Danis Imam Bachtiar Politeknik Sawunggalih Aji
Firman Bachtiar Politeknik Sawunggalih Aji
Vivia Nurul Khoirunnisa Politeknik Sawunggalih Aji

DOI:

https://doi.org/10.53363/yud.v6i1.97

Keywords:

e-service quality; e-trust; Tokopedia.

Abstract

This study aims to determine the relationship between e-service quality and customer satisfaction, e-trust and customer satisfaction, as well as the combined effects of e-service quality and e-trust on customer satisfaction on the Tokopedia app. This study employs a quantitative approach using purposive sampling of 100 respondents, and data were collected via a Likert-scale questionnaire. The data were analyzed using validity and reliability tests, multiple regression analysis, t-tests, and F-tests using SPSS version 22. The results show that e-service quality has a positive and significant effect on customer satisfaction; e-trust has a positive and significant effect on customer satisfaction; and e-service quality and e-trust together have a positive and significant effect on customer satisfaction on the Tokopedia app

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