Analysis of The Influence of E-Service Quality and Brand Awareness on Customer Satisfaction of Marketplace Bukalapak
Article Sidebar
Main Article Content
Abstract
This study aims to investigate how brand perception and the quality of an e-service impact customer satisfaction. This kind of research is quantitative. An online shopping sample was employed to gather the fundamental data for this investigation. The survey was distributed to 100 marketplace users in order to acquire data through unintentional sampling. The investigation's methodology is multiple regression analysis. According to the study's findings, customer satisfaction is significantly influenced by brand image, e-service quality, and brand image.
Article Details
References
Lovelock, C. (2010). Service Marketing. Jakarta: Erlangga.
Rahayu, B., & Nurhayati, W. (2021, March). Pengaruh Budaya Organisasi Terhadap Kinerja Pegawai Pada Kantor Dinas Pekerjaan Umum Dan Penataan Ruang Kabupaten Jombang. In Conference on Economic and Business Innovation (CEBI) (pp. 816-828).
Lupiyoadi, R. (2004). Service Marketing Management: Theory and Practice. Jakarta: PT Salemba Empat.
Malik, E. M., Mudhasar, G., & Khasif, I. (2012). Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International Journal of Business and Social Science, 3(23).
Rahayu, B., Arrasyid, M. H., & Nurhayati, W. (2021). Harga, Promosi, Dan Inovasi Produk Terhadap Volume Penjualan. National Coverence Multidisiplinary (NiCMa).
McLeod, R., & Schell, G. P. (2004). Management Information Systems, Ninth Edition. New Jersey: Pearson Education Inc.
Heryadi, D. Y., Rofatin, B., & Noormansyah, Z. (2021). Semi-organic Rice Farming as a Transition Period to Organic Rice Farming. Paspalum: Jurnal Ilmiah Pertanian, 9(1), 53-61.
Parasuraman, et al. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213–233.
Rangkuti, F. (2002). The Power of Brands. Jakarta: Gramedia Pustaka Utama.
Heryadi, D. Y., Tannady, H., Dwinoor Rembulan, G., Rofatin, B., & Siti Sundari, R. (2023). Changes in behavior and welfare of organic rice farmers during the COVID-19 pandemic. Caspian Journal of Environmental Sciences, 21(1), 191-197.
Zeithaml, V. A. et al. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. 30(4), 358-371.