Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Shopee Indonesia (Studi Kasus Pada Mahasiswa Universitas Islam Riau Yang Pernah Melakukan Pembelian Online Melalui E-Commerce Shopee)

Saputri, Rita Dwi (2022) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Shopee Indonesia (Studi Kasus Pada Mahasiswa Universitas Islam Riau Yang Pernah Melakukan Pembelian Online Melalui E-Commerce Shopee). Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine whether there is a significant effect between Service Quality on Consumer Satisfaction. The sample in this study was Riau Islamic University students who had made online purchases through Shopee e-commerce. In this study, data was collected by distributing online questionnaires to 100 respondents, all of whom were students of the Islamic University of Riau. The variables used in this study are the service quality variable as the independent variable (X) and consumer satisfaction as the dependent variable (Y). The analysis used in this research is instrument data test (test validity and reliability). The sampling technique in this study is the purposive sampling technique. This study uses a simple linear regression data processing method and partial hypothesis test T. The results of the tests that have been carried out are that service quality has a positive and significant effect on Shopee Indonesia's consumer satisfaction at the Islamic University of Riau.

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