The Effect of Electronic Service Quality, Product, Price, Promotion on Customer Satisfaction in Lazada.Co.Id Online Stores, Jakarta City

Sri Nawangsari, Dhea Ajeng Clara P, Eri Prasetyo Wibowo

Abstract


This research aims to know the effect of electronic service quality, product, price, promotion on customer satisfaction in the Lazada.co.id online store customers in Jakarta. Electronic service quality, product, price, promotion is a things into consideration and provide value to customers in choosing an online store as a destination shopping. In this study the author uses an online questionnaire method against 235 respondents or Lazada.co.id customers. Then conducted an analysis of the data obtained in the form of a descriptive analysis, quantitative analysis include the assay validity, reliability test, test of goodness of fit, and the analysis of the model of measurement SEM (Structurak Equation Modelling) using  Software AMOS 22.0. From a study of 235 respondents, results of the study indicate significant influence between the influence of the interactions in five variables, namely (1) Electronic Service Quality affects Satisfaction, (2) Product affect  Satisfaction, (3) Price affect Satisfaction, (4) Promotion affect  Satisfaction

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DOI: https://doi.org/10.11591/APTIKOM.J.CSIT.29

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