Pengaruh Desain Situs Web, Pelayanan Pelanggan, Perlindungan Akun, Dan Pemenuhan Kebutuhan Terhadap Kepuasan Pelanggan E-commerce Dengan Kualitas Layanan Sebagai Variabel Mediasi Aplikasi Shopee

Safitri, Devi Putri and , Imronudin, S.E., M.Si., Ph.D (2023) Pengaruh Desain Situs Web, Pelayanan Pelanggan, Perlindungan Akun, Dan Pemenuhan Kebutuhan Terhadap Kepuasan Pelanggan E-commerce Dengan Kualitas Layanan Sebagai Variabel Mediasi Aplikasi Shopee. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of website design, customer service, account protection, and fulfillment of needs on shopee e-commerce customer satisfaction mediated by service quality. The type of research used in this research is quantitative method. This research data uses primary data through a questionnaire with a Likert scale measurement scale. The sample selection in this study used a non-probability sampling approach with purposive sampling technique. Respondents used 170 respondents who use the shopee application. The data analysis technique in this study used Partial Least Square (PLS) with the help of SMARTPLS software. PLS-SEM analysis consists of two Outer model and Inner model. The results showed that website design, account protection, and fulfillment of needs had a positive and significant effect on service quality variables. Customer service has a negative and insignificant effect on service quality variables. Website design, customer service, and fulfillment of needs have a positive and significant effect on customer satisfaction. Account protection has a negative and insignificant effect on customer satisfaction variables. Service quality has an effect on customer satisfaction. Service quality is able to mediate the relationship between website design, account protection, and fulfillment of needs on customer satisfaction, but service quality is not able to mediate the relationship between customer service and customer satisfaction.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Website Design, Customer Service, Account Protection, Needs Fulfillment, Service Quality, Customer Satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	DEVI PUTRI SAFITRI
Date Deposited:	16 Aug 2023 06:42
Last Modified:	16 Aug 2023 06:42
URI:	http://eprints.ums.ac.id/id/eprint/115836

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