The Effect of E-Service Quality on Customer Satisfaction on Applications Tokopedia
Abstract
Tokopedia is one of the largest internet marketplaces in Indonesia. Due to the COVID-19 pandemic, digital
channels have become very important, even for customers who have never shopped online before. This research
aims to examine and evaluate the relationship between electronic service quality and customer satisfaction with the
Tokopedia application. This research uses descriptive research strategies and quantitative methodology. The sampling
procedure uses purposive sampling, namely a non-probability sampling approach. The methods used for data analysis
include descriptive analysis, simple linear regression analysis, and processing using SPSS version 23 software. Based
on descriptive research, the variables of customer satisfaction and electronic service quality are in the very good
category, with respective percentages of 71.8% and 70.4%. Based on the results of simple linear analysis, electronic
service quality influences consumer satisfaction with the Tokopedia application by 82.45%, while other variables such
as price, brand image and perceived value influence customer satisfaction by 17.55%.
Keywords-e-service quality, customer satisfaction, e-commerce.
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