Pengaruh Kualitas Layanan Elektronik, Harga, Dan Promosi Terhadap Kepuasan Pelanggan Aplikasi Tokopedia di Masa Pandemi Covid-19 di Surabaya

This study aims to determine and analyze the influence of electronic service quality, prices, and promotions on customer satisfaction of the Tokopedia application during the Covid-19 pandemic in Surabaya. The research methodology used 261 respondents collected by distributing questionnaires online in the Surabaya area. The sampling technique in this study is to use non Probability Sampling by purposive sampling. Data collection techniques are carried out using the online survey method by filling out questionnaires using Google Forms. In research, the test tool used in statistical analysis is hypothesis testing with PLS-SEM (Partial Lest Square Structural Equation Modelling). The software used in this statistical analysis is WarpPLS. The results of hypothesis testing in this study show that the quality of electronic services, prices and promotions have a significant positive effect on the satisfaction of the Tokopedia application during the covoid-19 pandemic in Surabaya