SKRIPSI MBS

ANALISIS PENGARUH ONLINE CUSTOMER REVIEW, CUSTOMER RATING, DAN E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MINISO DI TIKTOK SHOP

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ABSTRACT The development of purchasing technology through social media continues to increase. According to the survey by the Association of Indonesian Internet Providers, there was an increase of 8.9%, or 23 million consumers from 2018 to 2019. This online shopping activity can be influenced by many factors, one of which is customer satisfaction. Customer satisfaction is an important aspect in business growth, there are efforts that must be considered to achieve this customer satisfaction. Online customer reviews, customer ratings and e-servce quality are some of the most important aspects in achieving customer satisfaction. This study uses a quantitative method, by distributing research questionnaires through the Google Form. The respondents of this study were 101 respondents, with the sample area in the Greater Solo area. The purpose of this study is to test and analyze the effect of customer reviews, customer ratings, and e-service quality on customer satisfaction of TikTok Shop users. The results of this study are that consumers who buy Miniso at the TikTok Shop are dominated by women, namely 74 respondents. And with ratings and reviews, it makes it easier for customers to select Miniso products at the TikTok Shop. As well as Miniso to maintain e-service quality, so that customer satisfaction is high and can give good ratings and reviews as well. The conclusion of this study is that all independent variables (Y), namely customer reviews, customer ratings, and e-service quality have a significant positive effect on the dependent variable (X) customer satisfaction. Keywoard: Online customer review, customer rating, e-service quality, customer satisfaction

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 ANA a 23

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 110 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

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Ana Maskanah

Versi lain/terkait

Lampiran Berkas

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