PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER SATISFACTION PENGGUNA APLIKASI ALFAGIFT DI KOTA PALEMBANG

Elvanola, Fransisco Fernandus (2023) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER SATISFACTION PENGGUNA APLIKASI ALFAGIFT DI KOTA PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aims to determine and analyze the effect of e-service quality and e-trust on e-customer satisfaction in Alfagift application users in Palembang City. The type of this research is survey research using a questionnaire as an instrument. The population used in this study are Alfagift application users who have at least shopped using Alfagift delivery services. The sampling technique used was purposive sampling technique involving 100 respondents. This analysis technique this study uses multiple linear regression and to test the hypothesis using the t test. The results of the study show that e-service quality and e-trust have an effect on e-customer satisfaction for Alfagift application users. Keyword: e-service quality, e-trust, e-customer satisfaction

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