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PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN MELALUI SITUS ONLINE SHOP JD.ID

Aziza, Frilla Pradika Vindy (2018) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN MELALUI SITUS ONLINE SHOP JD.ID. Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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PENDAHULUAN.pdf

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BAB I.pdf

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Abstract

This study is conducted to find out the effect of service quality and trust on customer satisfaction through the JD.ID online shop site. The sample was collected by using the purpose sampling technique and the number of sample was 100 instagram users in Malang, aged 18-26 years Multiple linear regression analysis was used to determine the effect of trust, ease and quality of information on purchasing decisions through the JD.ID online shop site. The results of this study indicate that service quality influences customer satisfaction, trust influences customer satisfaction, and the most dominant variable on consumer satisfaction. This research is expected for further researchers to conduct research using those variables on other objects.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201410160311168
Keywords: Service Quality, Trust, Customer Satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: CKO Repository
Date Deposited: 02 Jan 2019 07:18
Last Modified: 02 Jan 2019 07:18
URI : http://eprints.umm.ac.id/id/eprint/42810

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