PENGARUH KUALITAS PELAYANAN DAN KUALITAS INFORMASI PADA E-COMMERCE TOKOPEDIA

Abstract

This research aims to determine the effect of service quality and information quality on customer satisfaction in Tokopedia E-commerce. The population of this study was all Universitas ABCD students at Tangerang with a sample of 97 students. The type of research used is an associative research design with quantitative analysis. The results of the multiple linear regression equation obtained Y=16.242+0.334X1+0.326X2. The results of the research show that the partial T-test between service quality (X1) and customer satisfaction (Y) obtained T count 6.884> T table 1.66071, information quality (X2) on customer satisfaction (Y) obtained T count 7.068> T table 1.66071 and F test simultaneously between service quality (X1) and information quality (X2) on customer satisfaction (Y) obtained F count 29.785> F count 4.84. Based on the analysis results, it can be concluded that there is a partial or simultaneous influence on customer satisfaction on Tokopedia E-commerce.