Pengaruh e-logistics dan e-service quality terhadap kepuasan pelanggan e-commerce dagangan mall
DOI:
https://doi.org/10.33603/jibm.v6i2.6397Keywords:
e-logistics, customer satisfaction, e-service quality, e-commerceAbstract
Abstract: The purpose of this research was to examine the effect of e-logistics, e-service quality on customer satisfaction in e-commerce Dagangan Mall. The method used is a quantitative research method. The population is Dagangan Mall customers in the Greater Bandung area. The sampling technique used was purposive sampling. Data collection techniques using questionnaires and data analysis used is multiple regression analysis. The results of the study show that there is a positive and significant effect of e-logistics, e-service quality on customer satisfaction.
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Keywords: customer satisfaction; e-commerce; e-logistics; e-service quality.
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Abstrak: Tujuan penelitian ini untuk menguji pengaruh dari e-logistics, e-service quality terhadap kepuasan pelanggan pada e-commerce Dagangan Mall. Metode yang digunakan pada penelitian ini adalah metode penelitian kuantitatif. Populasi pada penelitian ini adalah para pelanggan Dagangan Mall yang berada di wilayah Bandung Raya. Teknik penarikan sampel yang digunakan adalah purposive sampling.  Teknik penarikan data menggunakan kuesioner dan analisis data yang digunakan adalah analisis regresi ganda. Hasil penelitian menunjukkan adanya pengaruh e-logistics, e-service quality yang positif dan signifikan terhadap kepuasan pelanggan.
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Kata kunci: e-commerce; e-logistics; e-service quality; kepuasan pelanggan.
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