Zaskya Ansiya Ahha - 66160084 Primary Author Riris Roisah, S.E, M.M (Pembimbing) Editor mixed material bibliography 2020/2021 id Indonesia

Skripsi

ABSTRAK Zaskya Ansiya Ahha (66160084), Upaya Meningkatkan E-Satisfaction Melalui E-Trust dan E-Service Quality Pada Pengguna E-Commerce C2C Shopee di Kota Bandung. Perkembangan internet saat ini semakin pesat memberikan perubahan besar kepada gaya hidup online masyarakat, hal ini juga berdampak kepada perkembangan e-commerce. C2C merupakan jenis e-commerce yang paling diminati, Shopee merupakan e-commerce yang termasuk jenis C2C. Berdasarkan Data Ketidakpuasan Aplikasi Online Shop, Shopee masih mendapatkan penilaian yang termasuk tinggi pada tingkat ketidakpuasan, sehingga perlu untuk memperhatikan aspek kepuasan konsumen, kepuasan konsumen dalam konteks ecommerce dikenal dengan e-satisfaction. Ada beberapa faktor yang bisa mempengaruhi e-satisfaction yaitu e-trust dan e-service quality. Tujuan dari penelitian ini untuk mengetahui seberapa besar pengaruh e-trust dan e-service quality terhadap e-satisfaction secara parsial maupun simultan. Metode yang digunakan dalam penelitian ini adalah metode penelitian kuantitatif berbentuk survei, dan pengumpulan data diperoleh dari penyebaran kuesioner kepada pengguna e-commerce C2C Shopee dengan jumlah sampel sebanyak 100 responden di Kota Bandung dengan menggunakan rumus RaoPurba dengan pengukuran skala likert. Hasil penelitian menunjukkan e-trust berpengaruh positif dan signifikan terhadap e-satisfaction, e-service quality berpangaruh positif dan signifikan terhadap e-satisfaction. e-trust dan e-service quality secara simultan berpangaruh positif dan signifikan terhadap e-satisfaction, maka e-trust dan eservice quality terbukti dapat menjadi upaya untuk meningkatkan tingkat esatisfaction. ABSTRACT Zaskya Ansiya Ahha (66160084), Efforts to Increase E-Satisfaction Through E-Trust and E-Service Quality in C2C Shopee E-Commerce Users in The City Of Bandung. The development of the Internet today is rapidly giving big changes to the community's online lifestyle, it also affects the development of e-commerce. C2C is the most desirable type of e-commerce, Shopee is an e-commerce that includes the type of C2C. Based on the Online Shop application dissatisfaction Data, Shopee is still gaining ratings that include high on the level of dissatisfaction, so it is necessary to pay attention to the aspect of consumer satisfaction, consumer satisfaction in an e-commerce context known as e-satisfaction. There are several factors that can affect e-satisfaction of e-trust and e-service quality. The purpose of this research is to know how much influence e-trust and e-service quality to Esatisfaction partially or simultaneously. The methods used in this research are quantitative research methods in the form of surveys, and data collection is derived from the dissemination of questionnaires to C2C Shopee e-commerce users with a sample amount of 100 respondents in the city of Bandung using the RaoPurba formula with a measurement of Likert scale. The results showed the etrust to influence positive and significant e-satisfaction, e-service quality had a positive and significant effect to e-satisfaction. E-trust and e-service quality are simultaneously positive and significant to e-satisfaction, so e-trust and e-service quality proved to be an effort to increase e-satisfaction level. E-Commerce e-trust e-service quality e-satisfaction NONE Digital Library ARS University Perpustakan Online ARS University 081/S1.MJ.SKP/2020-2021 S02295K Manajemen 081/S1.MJ.SKP/2020-2021 Hal Depan Bab 1 Bab 3 Bab 5 DAFTAR PUSTAKA Lampiran Screenshot_2023-03-13_114754.png.png 7143 2023-03-13 11:49:11 2023-03-13 11:49:44 machine generated