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Jurnal Ilmu Administrasi Bisnis
Published by Universitas Diponegoro
ISSN : -     EISSN : 27461297     DOI : 10.14710/jiab
Core Subject : Economy,
Economics, Econometrics & Finance
Jurnal Ilmu Administrasi Bisnis diterbitkan oleh Jurusan Ilmu Administrasi Bisnis Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Diponegoro.
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Articles 16 Documents
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Search results for , issue "Vol 10, No 3 (2021)" : 16 Documents clear
PENGARUH E-TRUST DAN E-SERVICE QUALITY TERHADAP ONLINE REPURCHASE INTENTION MELALUI E-SATISFACTION (Pada Mahasiswa S1 FISIP yang Pernah Berbelanja di Lazada) Agustina Cahya Kusmita; Naili Farida; Saryadi Saryadi
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (298.517 KB) | DOI: 10.14710/jiab.2021.32135

Abstract

Abstract : Lazada is one of the major e-commerce in Indonesia, but then have a problem of decreasing online repurchase intention which is known from the data on the number of Lazada e-commerce visitors which decreased in 2017-2020 and data on the level of engagement which decreased in 2017-2019. This study aims to determine the effect of e-trust and e-service quality on online repurchase intention through e-satisfaction on active students of SI FISIP UNDIP who had shopped at Lazada. This research is an explanatory research and using purposive sampling method. The research sample was 100 respondents of active undergraduate students of FISIP UNDIP class of 2017-2020 who had shopped at Lazada. Data were analyzed by quantitative methods and using SPSS to determine the direct and indirect effects of exogenous variables on endogenous variables. The results show that e-trust doesn’t affect e-satisfaction, e-service quality affects e-satisfaction, e-trust doesn’t affect online repurchase intention, e-service quality affects online repurchase intention, e-satisfaction affects on online repurchase intention, e-trust does not have an indirect affect on online repurchase intention through e-satisfaction, and e-service quality does not have an indirectly affect online repurchase intention through e-satisfaction. Suggestions for Lazada are to improve aspects of service quality and satisfaction in order to increase consumer online repurchase intention in Lazada.Keywords : E-Trust; E-Service Quality; Online Repurchase Intention; E-SatisfactionAbstrak: Lazada merupakan salah satu e-commerce besar di Indonesia, namun kemudian mengalami masalah penurunan pada online repurchase intention yang diketahui dari data jumlah pengunjung e-commerce Lazada yang menurun tahun 2017-2020 dan data tingkat engagement yang mengalami penurunan di tahun 2017-2019. Tujuan penelitian adalah mengetahui pengaruh e-trust dan e-service quality terhadap online repurchase intention melalui e-satisfaction pada mahasiswa aktif SI FISIP UNDIP yang pernah berbelanja di Lazada. Tipe penelitian ini adalah explanatory research dan penentuan sampel menggunakan metode purposive sampling. Sampel penelitian sebanyak 100 responden mahasiswa aktif S1 FISIP UNDIP angkatan 2017-2020 yang pernah berbelanja di Lazada. Data dianalisis dengan metode kuantitatif dan menggunakan bantuan SPSS untuk mengetahui pengaruh langsung dan tidak langsung variabel eksogen terhadap variabel endogen. Hasil penelitian menunjukkan bahwa e-trust tidak berpengaruh terhadap e-satisfaction, e-service quality berpengaruh terhadap e-satisfaction, e-trust tidak berpengaruh terhadap online repurchase intention, e-service quality tidak berpengaruh terhadap online repurchase intention, e-satisfaction berpengaruh terhadap online repurchase intention, e-trust tidak berpengaruh secara tidak langsung terhadap online repurchase intention melalui e-satisfaction, dan e-service quality tidak berpengaruh secara tidak langsung terhadap online repurchase intention melalui e-satisfaction. Saran bagi Lazada adalah meningkatkan aspek pada kualitas pelayanan dan kepuasan supaya dapat meningkatkan minat beli ulang konsumen di Lazada.Kata Kunci : E-Trust; E-Service Quality; Online Repurchase Intention; E-Satisfaction
PENGARUH CAPITAL ADEQUACY RATIO (CAR), NON PERFORMING LOAN (NPL), BEBAN OPERASI PENDAPATAN OPERASI (BOPO) DAN LOAN TO DEPOSIT RATIO (LDR) TERHADAP NET INTEREST MARGIN (NIM) (Studi pada Bank Umum Swasta Nasional Devisa dengan Manajemen Konvensional yang T Savanero Briliantoro; Saryadi .
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: Banking is an institution that brings together those who need funds and those who have funds. One of the bank's assessments is the level of efficiency with financial ratios that can be seen in the financial statements. The level of efficiency is described by the NIM ratio. Based on data obtained from 18 Conventional Foreign Exchange National Private Commercial Banks, only 4 banks have NIMs in the healthy category (>6%), while other banks have NIMs in the unhealthy category (<6%). To maintain NIM in a healthy condition, it is necessary to know what factors influence it. This study aims to determine the effect of Capital Adequacy Ratio, Non Performing Loan, Operating Income Operating Expenses, and Loan to Deposit Ratio on Net Interest Margin (NIM). The population of this research is all National Private Foreign Exchange Commercial Banks with conventional management listed on the Indonesia Stock Exchange in 2015-2019. The data was taken through the official website of the Indonesia Stock Exchange and the Financial Services Authority and analyzed using the Classic Assumption Test, Correlation Coefficient Test, Coefficient of Determination Test, Simple Linear Regression Test, Multiple Linear Test, T Test, and F Test with the SPSS data processing application. The results showed that CAR had a significant positive effect on NIM, NPL had no effect on NIM, BOPO had a significant negative effect on NIM. BOPO is the ratio that most dominantly affects NIM, second is the CAR ratio, and the last is NPL, while LDR has no influence on NIM. From the results of this study, it is concluded that the better the CAR, NPL, BOPO, and LDR will increase the NIM at Conventional Foreign Exchange National Private Banks listed on the Indonesia Stock Exchange in 2015-2019 and BOPO is the most dominant ratio affecting NIM. The advice for banks is to always keep the bank's financial ratios in a healthy condition so that they can increase their net interest profits. Banks are also expected to be able to maintain the BOPO ratio in a healthy condition because BOPO has the most dominant influence on NIMKeywords: Capital Adequacy Ratio, Non-Performing Loan, Operating Expenses Operating Income, Loan to Deposit Ratio, Net Interest Margin 
Pengaruh Perubahan Current Ratio dan Perubahan Price Earning Ratio Terhadap Perubahan Harga Saham dengan Perubahan Laba Sebagai Variabel Intervening (Studi Kasus Pada Perusahaan Subsektor Batubara Tahun 2015-2019) Juliana Panjaitan; Ngatno Ngatno; Dinalestari Purbawati
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Pasar modal berpengaruh bagi perekonomian negara karena memegang dua fungsi ialah fungsi ekonomi dan keuangan. Fungsi ekonomi karena pasar yang mempertemukan pemberi modal dan pihak yang memerlukan dana. Fungsi keuangan karena pasar modal memberikan harapan atau ekspektasi memperoleh pengembalian bagi pemberi modal sesuai dengan jenis investasi yang diambil. Penelitian ini bertujuan untuk mengetahui pengaruh dari perubahan CR dan perubahan PER terhadap perubahan harga saham dengan perubahan laba sebagai variabel intervening. Populasi dalam penelitian ini yaitu perusahaan subsektor batubara yang listing di Bursa Efek Indonesia periode 2015-2019.Teknik analisis menggunakan uji asumsi klasik, regresi linier, uji t parsial, koefisien determinasi dan uji sobel. Hasil penelitian menunjukan bahwa secara parsial Perubahan CR tidak signifikan terhadap perubahan harga saham maupun terhadap perubahan laba, perubahan PER berpengaruh negatif dan signifikan terhadap laba, perubahan PER dan perubahan laba berpengaruh positif dan signifikan terhadap perubahan harga saham. Untuk uji mediasi, perubahan laba tidak dapat memediasi perubahan CR  terhadap perubahan harga saham dan perubahan laba dapat memediasi perubahan PER terhadap perubahan harga saham.
PENGARUH COUNTRY OF ORIGIN DAN ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN MELALUI MINAT BELI (Studi Pada Konsumen Sheet Mask Innisfree di FISIP Universitas Diponegoro) Mey Lani Anjarwati; Widiartanto Widiartanto
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract : Innisfree is one of the beauty products that has entered the Indonesian market and is included in the top five favorite skincare products for Indonesian women, but sales in 2017-2020 have decreased and there are several negative reviews on Innisfree sheet masks. This study aims to determine the effect of country of origin and electronic word of mouth on purchasing decision through purchase intention in Innisfree sheet mask products. The type of this study was explanatory research. The sampling technique was non-probability and used purposive sampling. The data collection using a questionnaire in the form of google form. The sample used was 100 respondents, namely active students of S1 FISIP Diponegoro University class 2017-2020. In this study used quantitative analysis with the help of SPSS application to validity test, reliability, correlation coefficient, coefficient of determination, simple and multiple regression, significance of t test and f test. The results showed that variables of country of origin and electronic word of mouth had a positive effect on purchasing decision through purchase intention. Suggestion in this study are to improve in several aspects that Innisfree needs to do, especially country of origin and electronic word of mouth, such as increasing the response when complaints or negative reviews are encountered in order to increase purchase intention and encourage purchasing decisions. Keywords: Country of Origin; Electronic Word of Mouth; Purchase Intention; Purchase Decision Abstrak : Innisfree merupakan salah satu produk kecantikan yang sudah memasuki pasar Indonesia dan termasuk kedalam lima besar skincare favorit wanita Indonesia, namun penjualan yang didapat tahun 2017-2020 mengalami penurunan dan terdapat beberapa review negatif pada sheet mask Innisfree. Penelitian ini bertujuan untuk mengetahui pengaruh country of origin dan electronic word of mouth terhadap keputusan pembelian melalui minat beli pada produk sheet mask Innisfree. Tipe penelitian adalah explanatory research. Teknik pengambilan sampel yaitu menggunakan teknik non probability dan purposive sampling. Pengumpulan data menggunakan kuesioner berbentuk google form. Sampel yang digunakan sebanyak 100 responden yaitu mahasiswa aktif S1 FISIP Universitas Diponegoro angkatan 2017-2020. Dalam penelitian menggunakan analisis kuantitatif dengan  bantuan aplikasi SPSS untuk uji validitas, reliabilitas, koefisien korelasi, koefisien determinasi, regresi sederhana dan berganda, signifikansi uji t dan uji f. Hasil penelitian menunjukkan variabel country of origin dan electronic word of mouth berpengaruh positif terhadap keputusan pembelian melalui minat beli. Saran dalam penelitian ini adalah meningkatkan dalam beberapa aspek yang perlu dilakukan Innisfree terutama country of origin dan electronic word of mouth seperti meningkatkan respon apabila ditemui keluhan atau ulasan negatif agar meningkatkan minat beli dan mendorong keputusan pembelian Kata Kunci: Country of Origin, Electronic Word of Mouth, Keputusan Pembelian, Minat Beli 
PENGARUH CELELEBRITY ENDORSER DAN BRAND IMAGE TERHADAP KEPUTUSAN PEMBELIAN MELALUI BRAND TRUST (Studi pada Pengguna Honda Vario di Kawedanan Pedan Kabupaten Klaten) Ismi Rahmawati; Wida yanto
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: PT Astra Honda Motor has experienced rapid development which can be proven from the various awards received by PT Astra Honda Motor. However, when viewed from the sales data of PT Astra Honda Motor Klaten, the sales volume decreased by 15.33% in 2016. This type of research is explanatory research, using a questionnaire as a method of data collection. The purpose of this study was to determine the effect of variables Celebrity endorser and Brand Image on Purchasing Decisions through Brand Trust as an intervening variable (Studies on the community in Kawedanan Pedan, Klaten Regency, who use Honda Vario). The research techniques used is Non Probability Sampling, with the type of purposive sampling and snowball sampling. The samples collected were 100 respondents from the Kawedanan Pedan community of Klaten Regency using Honda Vario. Based on the results of data processing analysis with Warp.PLS 7.0, it explains that the celebrity endorser variable, brand image and brand trust have a direct effect on purchasing decisions. And the variable that has the biggest influence is brand image on brand trust. It can also be seen that celebrity endorsers and brand image have an indirect effect on purchasing decisions through brand trust. Researchers advise Astra Honda Motor based on the lowest recapitulation value given by respondents on the assessment indicators, namely by improving and improving, among others, looking at the experience of prospective endorsers before being selected as celebrity endorsers, increasing the attractiveness of advertisements so that potential consumers are interested in the products offered and choose celebrity endorser that suits market needs Keywords: Celebrity Endorser, Brand Image, Brand Trust, Purchase Decision
PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS KONSUMEN (Studi Kasus Peacockoffie Gombel Semarang) Shania Aulia Rahma; Agus Hermani Daryanto Seno
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: A lot of coffee shop in  Semarang makes shop owners compete to win the competition. One way is to have a high level of consumer loyalty. High consumer loyalty can be influenced by the good product quality and low prices. In fact, not all coffee shops have high loyalty, including Peacockoffie Gombel. This study aims to determine the effect of product quality and price on consumer loyalty Peacockoffie Gombel. This type of research is explanatory research with a purposive sampling method. Data collection techniques were used by distributing questionnaires and interviewing 100 respondents who have made purchases at Peacockoffie Gombel at least 3 times. The data analysis method used is regression analysis using the SPSS 26.0 application. The results of this study indicate that product quality affects consumer loyalty and prices that affect consumer loyalty, and there is an influence between product quality and price on consumer loyalty. The suggestions given to Peacockoffie Gombel on product quality aspects need to be improved, especially in terms of menu diversity, appearance in the presentation of drinks and food, as well as the distinctive taste and aroma of drinks and food to be able to satisfy consumer desires with an appetizing taste and appearance. In terms of price, it is necessary to vary the price to be able to compete with other coffee shops. Meanwhile, from the aspect of consumer loyalty, there needs to be a promotion in the form of a bundling package so that consumers can try other product variants without having to spend more money, or by presenting a unique name on the menu variant to attract consumers. 
PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi Pada Peserta Didik Lembaga Bimbingan Belajar Ganesha Operation Cilacap) Adella Diesta Cahya Mulia; Wahyu Hidayat
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

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Abstract

Abstract: To advance existing human resources, it is necessary to improve the quality of education. Ganesha Operation Cilacap Tutoring is an alternative that aims to help students who have learning difficulties and improve achievement. Consumer satisfaction must be maintained so that they are loyal, taking into account aspects of service quality and price. This study aims to determine the effect of service quality and price on consumer loyalty with consumer satisfaction as an intervening variable for Ganesha Operation Cilacap students. The sample used was 72 high school / high school students who took tutoring at Ganesha Operation for the 2020/2021 academic year. Data analysis was performed using SPSS 23.0 for Windows. The results of the study indicate that based on the F test, service quality, price, and customer satisfaction simultaneously have a significant effect on consumer loyalty. The advice given in this study is the Ganesha Operation Cilacap tutoring to seek to improve the quality of service optimally and consistently, adjust the price of the guidance program, and satisfaction in consumers so that loyal customers can be created. Keywords: Service Quality; Price; Customer Satisfaction; Consumer Loyalty Abstrak: Untuk memajukan sumber daya manusia yang ada maka diperlukan adanya peningkatan kulitas pendidikan. Bimbingan Belajar Ganesha Operation Cilacap merupakan salah satu alternatif yang bertujuan membantu siswa yang kesulitan belajar dan meningkatkan prestasi. Kepuasan konsumen harus tetap terjaga agar kemudian loyal, dengan memperhatikan aspek kualitas pelayanan dan harga. Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening pada peserta didik Ganesha Operation Cilacap. Sampel yang digunakan sebanyak 72 siswa SMA/SLTA yang mengikuti bimbingan belajar di Ganesha Operation tahun ajaran 2020/2021. Analisis data dilakukan menggunakan SPSS 23.0 for Windows. Hasil dari penelitian menunjukkan bahwa berdasarkan uji F, kualitas pelayanan, harga, dan kepuasan konsumen secara simultan berpengaruh signifikan terhadap loyalitas konsumen. Saran yang diberikan dalam penelitian ini yakni bimbel Ganesha Operation Cilacap untuk mengupayakan peningkatan kualitas pelayanan secara maksimal dan konsisten, menyesuaikan harga program bimbingan, serta kepuasan dalam diri konsumen sehingga dapat tercipta konsumen yang loyal.  Kata Kunci: Kualitas Pelayanan; Harga; Kepuasan Konsumen; Loyalitas Konsumen
PENGARUH PROMOSI DAN ELECTRONIC WORD OF MOUTH PADA MARKETPLACE BUKALAPAK TERHADAP KEPUTUSAN PEMBELIAN (Studi Pada Pengguna Marketplace Bukalapak) Titania Putri Pangastuti; Ari Pradhanawati
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (181.865 KB) | DOI: 10.14710/jiab.2021.32113

Abstract

Abstract: The consumptive lifestyle of today's society encourages many marketplaces to emerge. Bukalapak continues to improve service quality, but the intense competition makes Bukalapak's ranking and visits decrease every year, this indicates a decline in purchasing decisions at Bukalapak. The company's goal in improving service is to provide satisfaction and a good impression on consumers to make purchases, which are shown in several aspects such as promotion and electronic word of mouth. This study aims to determine: (1) the positive effect of promotion on the purchasing decisions at Bukalapak, (2) the positive effect of electronic word of mouth on purchasing decisions, (3) the positive effect of promotion and electronic word of mouth together on purchasing decisions. The type of the research is explanatory research using non-probability sampling and purposive sampling methods to which only consumers who have made purchases 3 times at Bukalapak in the past year. The number of samples in this study amounted to 100 respondents. The data collection method used in this research is a questionnaire compiled with a Likert Scale via google form then calculated using Microsoft Excel and SPSS for windows version 24 to test validity, reliability, correlation coefficient test, coefficient of determination, simple regression analysis, regression analysis multiple, significance test (t test and F test). The results of this study are: promotion and electronic word of mouth variabels have a significantly strong and positive effect either partially or simultaneously. Partially, promotions contributed 45.4% to purchasing decisions, while electronic word of mouth contributed 50.5% to purchasing decisions. Then simultaneously promotion and electronic word of mouth contributed 57.2% to purchasing decisions. It is recommended that Bukalapak increase their intensity of promotions to attract consumers in order to increase purchases. In addition, Bukalapak needs to improve their service quality and their rapid response in handling negative reviews by the consumer. Keywords: Promotion, Electronic Word of Mouth, Purchase Decision
PENGARUH PERSEPSI HARGA DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PADA PENGGUNAAN SMARTPHONE SAMSUNG (Studi pada Mahasiswa Universitas Diponegoro) Andre Haryanto; Widayanto Widayanto
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2021.31823

Abstract

Abstract: The decline in the market share of Samsung smartphone was due to the defeat of Samsung with Samsung smartphone competitors in terms of price and product quality on Samsung smartphones. The purpose of this study was to determine the effect of price perception on customer satisfaction on Samsung smartphone product, determine the effect of product quality on customer satisfaction of Samsung smartphone product, determine price perception and product quality in customer satisfaction on smartphone product. This type of research is explanatory research. The research method used is the Non-Probability Sampling technique with the snowball sampling method. By using a questionnaire and google form as data collection methods. Data processing using SPSS 25.0. The samples collected were 97 respondents who used Samsung smartphone type M. the data analysis used was correlation test, simple linier regression test, multiple linier regression test, t test and f test. Based on the results of the analysis, it can be concluded the perception of price and product quality has a positive and significant effect on customer satisfaction. The suggestion put forward in this study is that Samsung smartphones reduce prices and improve product quality, making consumers choose Samsung and increasing the performance of RAM, CPU, GPU and Storage.Keywords: Smartphone; Price Perception; Product Quality; Customer Satisfaction
PENGARUH E-SERVICESCAPE DAN E-SERVICE QUALITY TERHADAP E-SATISFACION PADA TOKOPEDIA (Studi pada Pengguna Aplikasi Tokopedia di Kota Semarang) Nur Fadhilah Ramadhini Rahman; Sari Listyorini
Jurnal Ilmu Administrasi Bisnis Vol 10, No 3 (2021)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (360.727 KB) | DOI: 10.14710/jiab.2021.32254

Abstract

Abstract: The rapid growth of the marketplace has led to intense competition between marketplaces in Indonesia. Marketplace business competition is getting tougher, making customer satisfaction one of the important factors for the company. Tokopedia is one of the local marketplaces that has managed to reach the market in Indonesia. The company tries to increase consumer satisfaction through e-servicescape packaging and e-service quality. This study aims to determine the effect of e-servicescape and e-service quality on e-satisfaction of Tokopedia application users in Semarang City. The type of research used is explanatory research. Whereas the sampling technique used non probability sampling method and purposive sampling. The sample of this study used 100 respondents who were users of Tokopedia Application in Semarang City. Data collection technique is using Google Form. This study uses the analysis of the validity test, reliability test, correlation coefficient, determination coefficient, simple linear regression, multiple linear regression, t test and f test, with the help of the SPSS software version 24. The results of this study indicate that there is an effect of e-servicescape on e-satisfcation, there is an effect of e-service quality on e-satisfaction, and there is an influence between e-servicescape and e-service quality on e-satisfaction for Tokopedia application users.  Keywords: e-servicescape, e-service quality, e-satisfaction Abstrak: Pertumbuhan marketplace yang semakin cepat, menyebabkan adanya persaingan yang ketat antar marketplace pula di Indonesia. Persaingan bisnis marketplace yang semakin ketat, menjadikan kepuasan konsumen sebagai salah satu faktor penting bagi perusahaan. Tokopedia adalah salah satu marketplace lokal yang berhasil menjangkau pasar di Indonesia. Perusahaan mencoba meningkatkan rasa kepuasan konsumen melalui pengemasan e-servicescape dan e-service quality. Penelitian ini bertujuan untuk mengetahui pengaruh e-servicescape dan e-service quality terhadap e-satisfaction pada pengguna aplikasi Tokopedia. Tipe penelitian yang digunakan adalah explanatory research. Sedangkan teknik pengambilan sampel yang digunakan adalah metode non probability sampling dan purposive sample. Penelitian ini menggunakan 100 responden yang merupakan pengguna aplikasi Tokopedia di Kota Semarang. Pengumpulan data dilakukan secara online dengan menggunakan google form. Penelitian ini menggunakan analisis uji validitas, reliabilitas, koefisien korelasi, koefisien determinasi, regresi linear sederhana, regresi linear berganda, uji t, dan uji F dengan bantuan software SPSS versi 24. Hasil penelitian menunjukkan bahwa terdapat pengaruh e-servicescape terhadap e-satisfaction, terdapat pengaruh e-service quality terhadap e-satisfaction, dan terdapat pengaruh antara e-servicescape dan e-service quality terhadap e-satisfaction pengguna aplikasi Tokopedia. Kata Kunci  e-servicescape, e-service quality, e-satisfaction

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