SKRIPSI MBS

PENGARUH KUALITAS SISTEM APLIKASI, USER EXPERIENCE, DAN E-SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN PADA PENGGUNA TOKOPEDIA DI SOLO RAYA

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ABSTRACT This research was conducted to examine the effect of application system quality, user experience, and e-service quality on customer satisfaction among Tokopedia users. This type of research is quantitative by using an analytical tool, namely multiple linear regression. Methods of data collection using a questionnaire. The population of this research is all Tokopedia users in Solo Raya with a sample of 100 respondents. The sampling method in this study was purposive sampling with a non-probability sampling technique. Respondents who participated in this study were Tokopedia Generation Z customers in Solo Raya. This study uses 4 variables, namely 3 independent variables, namely application system quality, user experience, and e-service quality, and 1 dependent variable, namely satisfaction. The questionnaire in this study contained 30 statement items containing a Likert scale with a 4-point scale which were then filled out via a Google form which was disseminated online. The results of this study state 1) system quality has a positive and significant effect on customer satisfaction, 2) user experience has a positive and significant effect on customer satisfaction, 3) e-service quality has a positive and significant effect on customer satisfaction, 4) application system quality, user experience , and e-service quality has a positive and significant effect on customer satisfaction. Keyword : System Quality, User Experience, E-Service Quality, Satisfaction

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 AFI p 23

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 146 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Afika Zuluzmi

Versi lain/terkait

Lampiran Berkas

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