Pengaruh E-Payment dan E-Service Quality terhadap Kepuasan Pelanggan Pengguna Shopee Food di Kota Surabaya. (The Effect of E-Payment and E-Service Quality on Customer Satisfaction of Shopee Food Users in the City of Surabaya)

Yunitasari, Elviana (2022) Pengaruh E-Payment dan E-Service Quality terhadap Kepuasan Pelanggan Pengguna Shopee Food di Kota Surabaya. (The Effect of E-Payment and E-Service Quality on Customer Satisfaction of Shopee Food Users in the City of Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Business development at this time is growing rapidly. This is supported by the advancement of technology which is very efficient and modern. Indonesian people now use the internet more to be able to carry out their activities as before without having to leave the house. This phenomenon provides business opportunities for entrepreneurs to make online sales more broadly, practically and get more profits. Until now, various entrepreneurs ranging from large companies to MSMEs have marketed their products through e-commerce. Not only transactions for buying and selling products on e-commerce have increased, but also in the field of food delivery services. Shopee sees this as a great opportunity to expand its business by releasing its newest feature, Shopee Food. This study uses a quantitative method with the type of survey research using an e-questionnaire as the instrument. The population in this study is the people of Surabaya City who make food purchases on the Shopee Food platform in Surabaya. The research sample used a non-probability sampling method with purposive sampling of 100 respondents. The data analysis technique used to answer the hypothesis is the independent sample t test. The results of this study indicate that all independent variables, namely E-Payment and E-Service Quality partially have a positive and significant influence on the dependent variable, namely Shopee Food Customer Satisfaction in the City of Surabaya. Keywords: E-Payment, E-Service Quality, Customer Satisfaction

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