Pengaruh Brand Image dan E-Service Quality Terhadap Kepuasan Pelanggan Tokopedia

Wulandari, Adinda (2022) Pengaruh Brand Image dan E-Service Quality Terhadap Kepuasan Pelanggan Tokopedia. Sarjana (S1) thesis, Universitas Islam “45” Bekasi.

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Abstract

The purpose of this study was to determine how the influence of Brand Image and E-Service Quality on Tokopedia customer satisfaction. Sources of data used in this study are primary data and secondary data. The research model used is a quantitative research model. The sampling technique used non-probability sampling with purposive sampling type. the number of samples in this study were 100 respondents. for data analysis and hypothesis testing using Statistical Product and Service Solution 25.0 (SPSS 25.0).
When viewed partially, the results of the Brand Image variable have a positive and significant effect on customer satisfaction. The E-Service Quality variable has a positive and significant effect on customer satisfaction by 47%.
Keywords: Brand Image, E-Service Quality, customer satisfaction

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