Pengaruh E-Service Quality terhadap Perceived Service Value dan Customer Satisfaction pada Tokopedia

In this study, we will discuss how to increase understanding of the influence between E-Service Quality, Perceived Service Value and Customer Satisfaction. This research uses the Tokopedia marketplace as an object which is a marketplace website with the most visitors in 2018 based on the iPrice.co.id version. This research method uses a survey of 157 respondents wich is filtered into 152 respondents who had purchased products on the tokopedia website in the last 3 months. The collected data was analyzed using Structural Equation Modeling (SEM) using AMOS 22.0 and SPSS 20.0. The results of this study found that e-service quality has a significant influence on perceived service value, as well as perceived service value for customer satisfaction, while e-service quality on customer satisfaction on Tokopedia does not have a direct influence but must be through perceived service value first