Analisis E-Service Quality Terhadap Kepuasan Konsumen Pada I Am Geprek Bensu

Abstract

This study aims to analyze the effect of e-service quality in customer satisfaction at I Am Geprek Bensu Palembang through the ShopeeFood channel at least 1 time in the last 4 months (January-April 2023) partially and simultaneously, and to determine the e-service quality variable that has a dominant influence on customer satisfaction at I Am Geprek Bensu Palembang. The sampling technique used in this research Is non-probability sampling with purposive sampling method and using multiple linear regression analysis with the help of SPSS 23 software. The method used for data collection, namely questionnaires with a Likert scale totaling 140 respondents. The results of this study indicate that the partial test (t test) of e-service quality variables in the dimensions of efficiency (X₁), fulfillment (X₂), privacy (X₄), responsiveness (X₅), compensation (X₆) has a positive and significant effect on customer satisfaction. The simultaneous test (F test) proves that the dimensions of efficiency (X₁), fulfillment (X₂), system availability (X₃), privacy (X₄), responsiveness (X₅), compensation (X₆), and contact (X₇) have an effect on the dependent variable, namely customer satisfaction (Y).

Keywords: E-Service Quality, Customer Satisfaction, Efficiency, Fulfillment, System Availability, Privacy, Responsiveness, Compensation, Contact