Pengaruh Kualitas Layanan Elektronik dan Persepsi Nilai Terhadap Kepuasan Pengguna Aplikasi Mobile Shopee di Kota Palembang

., Yasinta (2022) Pengaruh Kualitas Layanan Elektronik dan Persepsi Nilai Terhadap Kepuasan Pengguna Aplikasi Mobile Shopee di Kota Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to determine the effect of e-service quality and perceived value partially and simultaneously on customer satisfaction. The location of this research is Palembang City. The population in this study are Palembang City community who use Shopee Application and the sample in this study was 100 respondents. In this research, sampling technique use questionnaire as its instrument, and SPSS Statistics 23 was used to process the data. The data analysis technique used in this research are validity test, reliability test, classical assumption test, determination coefficient test, F test, t test, and multiple linear regression analysis. The magnitude of the influence of the independent variables on customer satisfaction is 46%. Based on research result, e-service quality and perceived value have a positive and significant influence on customer satisfaction. Keywords: E-Service Quality, Perceived Value, Customer Satisfaction

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