Peranan Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Pengguna E-commerce Shopee Di Politeknik Cendana

Abstract

The aim of this research is to prove the effect of service quality and price on Shopee e-commerce customer satisfaction at Cendana Polytechnic, either partially or simultaneously. The research method used is associative quantitative method through online questionnaires. The number of respondents/sample as many as 35 students of the Cendana Polytechnic from a population of 408 people with the Accidental Sampling technique. The results showed: (1) Service quality has an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic, where the T test results, the significant value is 0.005 or less 0.05. (2) price has no effect on Shopee e-commerce customer satisfaction at Cendana Polytechnic, with T-test results, a significant value of 0.105 or greater 0.05. (3) Service quality and price have an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic with F test results, Fcount 11.488 with F significance of 0.000 or F significance value less than 0.05

Analysis of Factors Affecting Customer Satisfaction and Customer Loyalty in the Shopee Marketplace

“…SLater Variation Products , users Already No care variation products on Shopee because Already Certain that Shopee provides Lots choice goods from type certain and get every type desired product on Shopee . Study This No in line with study Lonardi et al . (2021) who said that price has an effect significant to Satisfaction Customer .…”

“…Other key factors that have a strong influence on customer satisfaction are price, product quality, information quality, privacy issues, perceived security, product variety, delivery and customer loyalty According to Lonardi et al . (2021) results from study This show that price influential positive and significant to satisfaction customer .…”

Analisis Tingkat Kualitas Website Terhadap E-Commerce Shopee Dengan Menggunakan Metode Importance Perfomance Analysis (IPA)

“…Jika Shopee mampu memberikan pelayanan yang tepat serta memenuhi apa yang diinginkan konsumen, maka Shopee akan memiliki presepsi yang baik di mata konsumen. Jika konsumen merasa puas dengan apa yang disajikan oleh Shopee, maka konsumen cenderung membandingkan Shopee dengan ecommerce lainnya (Lonardi et al, 2021).…”

Decision Making With an Alternative Mindset in an Online Shopping Environment: Identifying User Intentions Toward Facebook-Commerce

“…Sketching on the trust theory, we have developed a hypothetical model that highlights the crucial factors of trust demonstrated as the impact of f-commerce usage intentions ( Hsu, 2019 ). Trust transfer is an intellectual procedure in which an individual may have transferred from one recognizable milieu to another unique milieu ( Wang and Ellinger, 2011 ; Liu et al, 2018 ; Shahzad et al, 2019 ; Sharma et al, 2019 ; Lonardi et al, 2021 ). Recent studies explored the effect of trust on customer buying behavior in social commerce research using a sole component of trust or a solitary authorization ( Kim and Park, 2013 ; Hajli et al, 2017 ; Dabbous et al, 2020 ).…”

“…Trust transfer is an intellectual procedure in which an individual may have transferred from one recognizable milieu to another unique milieu (Wang and Ellinger, 2011;Liu et al, 2018;Shahzad et al, 2019;Sharma et al, 2019;Lonardi et al, 2021).…”