Article Per Year (5 Year)
p-Index From 2021 - 2026
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This Author published in this journals
All Journal Yudishtira Journal : Indonesian Journal of Finance and Strategy Inside
Vivia Nurul Khoirunnisa
Politeknik Sawunggalih Aji
Economics, Econometrics & Finance

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Analisis Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Aplikasi Tokopedia Danis Imam Bachtiar; Firman Bachtiar; Vivia Nurul Khoirunnisa
Yudishtira Journal : Indonesian Journal of Finance and Strategy Inside Vol. 6 No. 1 (2026): Yudishtira Journal : Indonesian Journal of Finance and Strategy Inside
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/yud.v6i1.97

Abstract

This study aims to determine the relationship between e-service quality and customer satisfaction, e-trust and customer satisfaction, as well as the combined effects of e-service quality and e-trust on customer satisfaction on the Tokopedia app. This study employs a quantitative approach using purposive sampling of 100 respondents, and data were collected via a Likert-scale questionnaire. The data were analyzed using validity and reliability tests, multiple regression analysis, t-tests, and F-tests using SPSS version 22. The results show that e-service quality has a positive and significant effect on customer satisfaction; e-trust has a positive and significant effect on customer satisfaction; and e-service quality and e-trust together have a positive and significant effect on customer satisfaction on the Tokopedia app
Co-Authors Danis Imam Bachtiar Firman Bachtiar