Pengaruh E-service Quality Terhadap E-satisfaction Pada Pengguna Aplikasi E-commerce Lazada Indonesia (Studi Kasus Pada Konsumen Lazada Di Kota Pekanbaru)

Yurizen, Raka (2022) Pengaruh E-service Quality Terhadap E-satisfaction Pada Pengguna Aplikasi E-commerce Lazada Indonesia (Studi Kasus Pada Konsumen Lazada Di Kota Pekanbaru). Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine how the effect of E-Service Quality on E-Satisfaction on users of the Lazada Indonesia E-Commerce application (a case study on Lazada consumers in Pekanbaru City). In this study, the author uses a descriptive survey research type with the method used is quantitative research methods. The types and sources of data used are primary data and secondary data. Data collection techniques used are interviews, questionnaires, observation and documentation. In this study the authors took a sample of 100 respondents with purposive sampling method. From the results of the overall recapitulation of respondents' responses to E-Service Quality (X) shows that E-Service Quality on E-Commerce Lazada is in the good category with a percentage result of 72.98%. This means that E-Service Quality in Lazada Indonesia's E-Commerce is good based on efficiency, completeness of products and information, timely delivery services, consumer data that is kept confidential and responsive in handling customer complaints. From the results of the overall recapitulation of respondents' responses to E-Satisfaction (Y) shows that E-Satisfaction at E-Commerce Lazada is in the good category with a percentage of 72.54%. This means that E-Satisfaction on Lazada Indonesia's E-Commerce is good based on shopping experience satisfaction, merchandising, guide services, privacy and security in transactions. The results showed that E-Service Quality (X) had a positive and significant effect on E-Satisfaction (Y) on Lazada Indonesia's E-Commerce users in Pekanbaru City. it can be seen from r count is greater than r table, then the statement is said to be valid. R table product moment for df : (N-2) = 100 – 2 = 98 for alpha 5% is 0.195. The calculated t value of 6.674 is greater than t table, so it can be concluded that there is an effect of E-Service Quality (X) on E-Satisfaction (Y). R square value of 0.312 means that E-Service Quality has an effect on E-Satisfaction on Lazada Indonesia E-Commerce users in Pekanbaru City by 31.2% while the remaining 68.8% is influenced by other factors not observed in this study.

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