Open AccessThe Impact of E-Service Quality and Price on Customer Satisfaction of Tokopedia
Author(s) -
Abdillah Taufikqurrochman,
Ratih Juliati,
Sandra Irawati
Publication year - 2021
Publication title -
jurnal manajemen bisnis dan kewirausahaan
Language(s) - English
Resource type - Journals
ISSN - 2776-1118
DOI - 10.22219/jamanika.v1i2.16995
Subject(s) - customer satisfaction , service quality , nonprobability sampling , data collection , test (biology) , marketing , quality (philosophy) , population , regression analysis , service (business) , sampling (signal processing) , business , statistics , mathematics , computer science , demography , telecommunications , sociology , paleontology , philosophy , epistemology , biology , detector
The purpose of this study is to determine and analyze the impact of e-service quality and price on customer satisfaction in e-commerce Tokopedia. This type of research is explanatory research. The population in this study is the people in Malang Raya who buy in Tokopedia. The sample in this study amounted to 100 respondents and the sampling technique used purposive sampling. The data source in this study was the primary data source. Data collection techniques using a survey method with a questionnaire. Data analysis techniques in this study are multiple regression analysis with t-test, f test, and dominant test. The results of this study indicate that the better the e-service quality, the higher the level of customer satisfaction, the cheaper the price offered, the higher the level of customer satisfaction, other than that the result indicates that the variable simultaneous e-service quality and price have a positive effect on the customer satisfaction and variable e-service quality have a dominant influence on customer satisfaction in e-commerce Tokopedia.