Pengaruh electronic service quality terhadap electronic customer satisfaction dan electronic word of mouth pengguna Shopee

Rena Natania Handoyo

Abstract


Penelitian dalam tugas akhir ini digunakan untuk mengetahui pengaruh Electronic Service Quality terhadap Electronic Word of Mouth yang dimediasi oleh variabel Electronic Customer Satisfaction. Penelitian ini merupakan penelitian kuantitatif dengan jumlah responden 170. Penelitian ini didukung juga dengan teori TAM. Hasil penelitian dalam tugas akhir ini membuktikan bahwa eelectronic service quality berpenaruh secara signifikan terhadap electronic customer satisfaction, electronic customer satisfaction berpengaruh secara signifikan terhadap electronic word of mouth, electronic service  quality berpengaruh secara signifikan electronic word of mouth, dan tedapat peran mediasi electronic customer  satisfaction pada pengaruh electronic service quality terhadap electronic word of mouth.


Keywords


electronic service quality, electronic customer satisfaction, electronic word of mouth, TAM

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