Pengaruh E-Service Quality Dan E-Trust Terhadap E-Satisfaction Pada E-Commerce Lazada (Studi Pada Mahasiswa S1 Indralaya Universitas Sriwijaya)
DOI:
https://doi.org/10.31851/jmwe.v21i4.16689Keywords:
E-Service Quality, Customer SatisfactionAbstract
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan e-trust terhadap e-satisfaction pada e-commerce lazada (studi pada Mahasiswa S1 Indralaya Universitas Sriwijaya). Data yang digunakan ialah data primer yang diperoleh dari hasil penyebaran kuesioner kepada responden. Sampel yang digunakan pada penelitian ini yaitu sebanyak 100 responden dengan kriteria Mahasiswa S1 Indralaya Universitas Sriwijaya yang berumur 17-24 tahun dan pernah bertransaksi di lazada minimal 6 bulan terakhir. Teknik analisis yang digunakan adalah analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa e-service quality dan e-trust berpengaruh positif dan signifikan terhadap e-satisfaction.
Kata Kunci : E-Service Quality, E-Trust, E-Satisfaction.
ABSTRACT
This research aims to determine the effect of e-service quality and e-trust on e-satisfaction in Lazada e-commerce (a study on S1 students of Indralaya, Sriwijaya University). The data used are primary data obtained from questionnaires distributed to respondents. The sample for this research consists of 100 respondents, specifically S1 students of Indralaya, Sriwijaya University, aged 17-24 years who have made transactions on Lazada within the last 6 months. The analysis technique used is multiple linear regression. The results show that e-service quality and e-trust have a positive and significant effect on e-satisfaction.
Keywords : E-Service Quality, E-Trust, E-Satisfaction.
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