The Effect of E-Service Quality on Customer Satisfaction of Shopee Users (Study on Psdku Students of Tadulako University)

Nur Afni Amelia; Rosida P. Adam; Syamsul Bahri Dg Parani

doi:10.59890/ijssi.v3i2.3112

Authors

Nur Afni Amelia Tadulako University
Rosida P. Adam Tadulako University
Syamsul Bahri Dg Parani Tadulako University

DOI:

https://doi.org/10.59890/ijssi.v3i2.3112

Keywords:

E-Service Quality, Efficiency, Reliability, Fulfillment, Privacy, Responsiveness, Compensation, and Contact And Customer Satisfaction

Abstract

This study aims to determine and analyze: (1) the significant influence of e-service quality consisting of efficiency, fulfillment, reliability, privacy, responsiveness, compensation, and contact on customer satisfaction of Shopee users (2) the influence of efficiency on customer satisfaction of Shopee users (3) the influence of fulfillment on customer satisfaction of Shopee users (4) the influence of privacy on customer satisfaction of Shopee users (5) the significant influence of responsiveness on customer satisfaction of Shopee users. (6) the significant influence of compensation on customer satisfaction of Shopee users. (7) the significant influence of contact on customer satisfaction of Shopee users. The type of research used is quantitative. The population of this study were active students of the 2021-2024 intake of the Economics Management Study Program at PSDKU Tadulako University in Ampana. The sampling technique in this study used purposive sampling, with a sample size of 85 respondents. Data collection used online and offline questionnaires that had been tested for validity and reliability. The analysis method used multiple linear regression analysis. The results of the study show that (1) e-service quality consisting of Efficiency, Reliability, Fulfillment, Privacy, Responsiveness, Compensation, and Contact have a simultaneous effect on customer satisfaction of Shopee users. (2) efficiency has a partial effect on customer satisfaction of Shopee users. (3) reliability, has a partial effect on customer satisfaction of Shopee users. (4) fulfillment does not have a partial effect on customer satisfaction of Shopee users. (5) privacy has a partial effect on customer satisfaction of Shopee users. (6) responsiveness does not have a partial effect on customer satisfaction of Shopee users. (7) compensation has a partial effect on customer satisfaction of Shopee users. (8) Contact has a partial effect on customer satisfaction of Shopee users

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