This research was conducted with the aim of knowing and analyzing what could affect the loyalty of Shopee e-commerce users. With several variables contained in this study, namely, website quality, service quality, user satisfaction and loyalty. In this study, there is a population namely Shopee e-commerce users and customers. And sampled a number of 100 respondents who use and subscribe to Shopee e-commerce. In taking a sample in this study using a probability model sampling technique or random sampling. This technique is a sample return technique where each member of the population has an equal chance of being selected as a semple member. After processing the data with SPSS 20, this research shows that website quality and service quality have a positive effect on user satisfaction, and user satisfaction has a positive effect on loyalty. The results of these calculations show that the sig value is positive, therefore all variables are accepted because they have a positive influence. Keywords : website quality, service quality, user satisfaction, loyalty
The availability of clean water is the responsibility of the local government to the community by one of the regional-owned companies known as the regional drinking water company (Perusahaan Daerah Air Minum – PDAM). The company performance will greatly affect community satisfaction. This study aims to analyze the performance of PDAM Lematang Enim and assess customer satisfaction with them. The data used in this study were collected through laboratory analysis and direct surveys of the community. The data were then analyzed using quantitative statistical methods. Customer satisfaction index (CSI) analysis and quadrant analysis are used to map customer satisfaction with the services provided. The CSI score showed that a value of 66.14 can be grouped in the satisfied category. The level of customer satisfaction with the services provided by PDAM Lematang Enim can be categorized as good. Strategies for increasing customer satisfaction are formulated through strength, weaknesses, opportunities, and threats (SWOT) analysis. The results of the analysis show that customer satisfaction is included in the satisfied category. Water quality variables include that water does not smell and tastes quite good, but customers still feel that the water they receive has a different color. Strategies that can be implemented to increase customer satisfaction include focusing on increasing the most important variables according to customers, reducing spending on less important variables, and optimizing the use of appropriate technology.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
customersupport@researchsolutions.com
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.