pengaruh kepercayaan dan e-service quality terhadap kepuasan pelanggan shopeepay di kota palembang

Fernandez, Ervina Damayanti (2021) pengaruh kepercayaan dan e-service quality terhadap kepuasan pelanggan shopeepay di kota palembang. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aims to determine and prove whether the variables of trust and e-service quality have a positive and significant effect on customer satisfaction at ShopeePay in Palembang city. The population in this study is that people use the ShopeePay digital wallet. The sampling technique in this study used purposive sampling with a sample size of 100 respondents. The analysis technique used is validity test, reliability test, classic assumption test, namely normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, t test, F test, and coefficient of determination (R2). The results prove that trust and e-service quality have a positive and significant effect on customer satisfaction at ShopeePay in Palembang City.

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