ANALISIS PENGARUH E-SERVICE QUALITY DAN PERCEIVED SERVICE VALUE TERHADAP KEPUASAN PELANGGAN TOKOPEDIA

The purposes of this study are: 1) to determine the effect of e-service quality on Tokopedia customer satisfaction, 2) to determine the effect of perceived service value on Tokopedia customer satisfaction. Methods of data collection using primary data that is questionnaire. The number of samples in this study are 200 respondents. This research uses quantitative method with multiple regression analysis technique, and data analysis tools uses software SPSS version 22. With the results of t-count of 6.751 greater than t-table of 1.972 shows e-service quality affects Tokopedia customer satisfaction, and t-count results of 6.063 greater than t-table 1.972 shows that perceived service value affects Tokopedia customer satisfaction