E-ServQual: How E-ServQual can affect E-Satisfaction in Shopee customers Ramayani Yusuf(a), Heny Hendrayati(b), Riana Dewi(c), Jusuf Nurdin(d)
(a)Universitas Pendidikan Indonesia
(b)Universitas Pendidikan Indonesia
(c)Politeknik Piksi Ganesha
(d)Politeknik Piksi Ganesha
Abstract
This study aims to determine the influence of e-servqual on the e-satisfaction of the Shopee mobile app users. This research is a descriptive research utilising a quantitative approach. Two variables were used in this study: e-ServQuality (x) and e-satisfaction (y). Data collection was obtained through distributing online questionnaires (e-questionnaires) to the Business Management students in Piksi Ganesha Polytechnic who are also active users of Shopee mobile application. There are 243 total participants out of 546 students. The study utilised purposive sampling technique. The data was analysed through descriptive and simple linear regression analysis. The results detected that the e-ServQual variables had a significant and simultaneous effect on e-satisfaction. The F Test results showed a significant effect on the dependent variable which is e-satisfaction (Y).
