PENGARUH E-SERVICE QUALITY DAN E-RECOVERY SERVICE QUALITY TERHADAP E-SATISFACTION PADA PENGGUNA APLIKASI ZALORA (STUDI KASUS PADA PENGGUNA ZALORA DI KOTA PADANG)

Raymond, Al Vebrinan and Purbo, Jadmiko (2022) PENGARUH E-SERVICE QUALITY DAN E-RECOVERY SERVICE QUALITY TERHADAP E-SATISFACTION PADA PENGGUNA APLIKASI ZALORA (STUDI KASUS PADA PENGGUNA ZALORA DI KOTA PADANG). Diploma thesis, Universitas Bung Hatta.

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Abstract

Abstrak. Penelitian ini bertujuan untuk membuktikan bagaimana respon konsumen Zalora pada pengguna Zalora di Kota Padang, melalui kepuasan elektronik. Study empiris ini dilakukan untuk mengetahui hubungan e-service quality dan e-recovery service quality terhadap e-satisfaction. E-satisfaction terdiri dari dua faktor, Expected Service dan Perceived Service. Teknik analisis kuantitatif digunakan untuk menguji dua hipotesis melalui survei yang menggunakan skala likert lima poin. Teknik pengambilan sample dalam penelitian ini adalah purposive sampling. Data diperoleh dari 60 responden yang secara langsung pada pengguna aplikasi Zalora di Kota Padang. Penyebaran kusioner secara langsung digunakan untuk mengumpulkan data. Pengaruh antara faktor-faktor penentu dianalisis menggunakan SPSS !6.0. Hasil penelitian menunjukan bahwa e-service quality berpengaruh positif terhadap e-satisfaction dan e-recovery service quality berpengaruh terhadap e-satisfaction. Kata Kunci : E-Service Quality, E-Recovery Service Quality, E-Satisfaction. Abstract. This study aims to prove how Zalora consumers respond to Zalora users in Padang City, through electronic satisfaction. This empirical study was conducted to determine the relationship between e-service quality and e-recovery service quality on e-satisfaction. E-satisfaction consists of two factors, Expected Service and Perceived Service. Quantitative analysis techniques were used to test two hypotheses through a survey using a five-point Likert scale. The sampling technique in this research is purposive sampling. Data were obtained from 60 respondents who directly contacted users of the Zalora application in the city of Padang. Direct questionnaire distribution was used to collect data. The influence between the determinants was analyzed using SPSS !6.0. The results showed that e-service quality had a positive effect on e-satisfaction and e-recovery service quality had a positive effect on e-satisfaction. Keywords : E-Service Quality, E-Recovery Service Quality, E-Satisfaction.

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