PENGARUH KUALITAS LAYANAN ELEKTRONIK (E-SERVQUAL) TERHADAP KEPUASAN KONSUMEN PADA MARKET PLACE SHOPEE DI SLEMAN DIY

Abstrak

ABSTRACT
This research aims to see the influence of each dimension of electronic services (quality of electronic services), namely efficiency, fulfillment, reliability, privacy, responsiveness, compensation, and contact with Shopee customers in Sleman DIY. Data collection is done using Google Forms. The sample in this study 210 respondents are Shopee consumers in Sleman DIY. Data analysis using multiple linear regression. The population in this study are residents who live in Sleman DIY who have transacted at Shopee with a minimum transaction of 2 times. The sampling technique uses the Non-Probability Sampling model with purposive sampling method, namely determining the sample with the consideration that consumers have done at least 2 (two) transaction times on the Shopee application. The results of this study indicate that the dimensions of e-service quality, namely efficiency, privacy, and responsiveness, compensation and contacts have an influence on customer satisfaction, while reliability, fulfillment, have no effect on customer satisfaction. Dimensional privacy has the highest influence on Shopee customer satisfaction in Sleman DIY.

Keywords: Quality of Electronic Services (E-SERVQUAL), Customer Satisfaction.