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All Journal Jurnal Ilmiah Wahana Pendidikan
Sherly Rahwati
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Pengaruh Service Recovery dan Online Customer Review Terhadap Kepuasan Pengguna Lazada Sherly Rahwati; Arif Fadila
Jurnal Ilmiah Wahana Pendidikan Vol 8 No 12 (2022): Jurnal Ilmiah Wahana Pendidikan
Publisher : Peneliti.net

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (170.281 KB) | DOI: 10.5281/zenodo.7518834

Abstract

The purpose of this study is to find out, analyze, and explain the description of each variabel, the magnitude of the relationship between Service Recovery and Online Customer Review, and the amount of influence partially and simultaneosly Service Recovery and Online Customer Review on Lazada Customer Satisfaction. By using quantitave methods and using descriptive analysis (path analysis). Samples taken were 135 respondents. Data collection techniques used are literature and field data collection by ditributing questionnaires online. The results showed that Service Recovery and Online Customer Review have a strong relationship. As well as Service Recovery and Online Customer Review have a positive and significant effect on Customer Satisfaction.
Co-Authors Arif Fadila