PENGARUH E-SERVICE QUALITY (PROCESS QUALITY, OUTCOME QUALITY DAN SERVICE RECOVERY) TERHADAP E-SATISFACTION

Hermanto, Yonathan Elgan (2020) PENGARUH E-SERVICE QUALITY (PROCESS QUALITY, OUTCOME QUALITY DAN SERVICE RECOVERY) TERHADAP E-SATISFACTION. S1 thesis, UNIVERSITAS ATMA JAYA YOGYAKARTA.

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Abstract

This study was made with the aim of examining the relationship between process quality, outcome quality and service recovery on e-satisfaction. The object of this research is e-service quality in online shops. Sampling using purposive sampling technique and the participants in this study amounted to 220 consumers who have shopped online. Sampling using purposive sampling technique using descriptive analysis. Data collection was done by distributing questionnaires via google form and the data analysis method used was regression analysis. The results of this study indicate that e-service quality (process quality, outcome quality and service recovery) has a positive effect on e-satisfaction. The results of the study reveal that e-satisfaction is most influenced by outcome quality, followed by process quality and finally service recovery.

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