Analisis Pengaruh Website Design,customer Service Dan Privacy Security Pada Pengguna Shopee Terhadap E Service Quality Dengan Customer Satisfaction Sebagai Variabel Mediasi

Utomo, Ihsan Prasetyo and , Ihwan Susila, S.E., M.Si., Ph.D (2023) Analisis Pengaruh Website Design,customer Service Dan Privacy Security Pada Pengguna Shopee Terhadap E Service Quality Dengan Customer Satisfaction Sebagai Variabel Mediasi. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (413kB)
	PDF (Halaman Depan) HALAMAN DEPAN.pdf Download (964kB)
	PDF (Bab I) BAB I.pdf Download (50kB)
	PDF (Bab II) BAB II.pdf Restricted to Repository staff only Download (102kB) | Request a copy
	PDF (Bab III) BAB III.pdf Restricted to Repository staff only Download (195kB) | Request a copy
	PDF (Bab IV) BAB IV.pdf Restricted to Repository staff only Download (419kB) | Request a copy
	PDF (Bab V) BAB V.pdf Restricted to Repository staff only Download (37kB) | Request a copy
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (118kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (446kB) | Request a copy
	PDF (Surat Pernyataan Publikasi) PERNYATAAN PUBLIKASI.pdf Restricted to Repository staff only Download (310kB) | Request a copy

Abstract

This study aims to analyze the effect of website design, customer service and privacy security in the Shopee application on e-service quality with customer satisfaction as a mediating variable. In this study, the population used as respondents was Shopee application users with a sample of 135 respondents. Sampling in this study used non-probability sampling with a Purposive sampling technique. Data collection in this study was carried out by distributing questionnaires online using the Google form. Data analysis was carried out using Smart PLS version 4.0. The data testing method used in this study includes the outer model and the inner model. The results in this study indicate that website design has a positive and significant effect on e-service quality, customer service has no significant effect on e-service quality, privacy security has a positive and significant effect on e-service quality, website design has no significant effect on customer satisfaction, customer service has no significant effect on customer satisfaction, privacy security has no significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on e-service quality, customer satisfaction mediates website design and privacy security on e-service quality.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	website design, customer service, privacy security, customer satisfaction, e-service quality.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	IHSAN PRASETYO UTOMO
Date Deposited:	15 Aug 2023 09:55
Last Modified:	15 Aug 2023 09:55
URI:	http://eprints.ums.ac.id/id/eprint/115724

Actions (login required)

View Item