Analysis of E-Service Quality, Trust, and E-Customer Satisfaction on Lazada during the COVID-19 pandemic
Keywords:
Lazada, Kualitas layanan elektronik, Kepercayaan, Kepuasan Konsumen ElektronikAbstract
Adanya pandemic COVID-19 yang muncul membuat sector perekonomian menjadi terkena dampaknya, terutama pada sector pasar dan minimarket semenjak diberlakukannya untuk menjalankan protocol Kesehatan. Sector E-Commerce dalam menggenjot pertumbuhan ekonomi ditengah pandemic menjadi solusi yang tepat, terutama E-commerce Lazada yang merupakan salah satu E-commerce terbesar di Indonesia. Adapun dilakukannya penelitian ini di Lazada adalah untuk mengetahui sejauh mana hubungan Kualitas layanan elektronik, Kepercayaan dan Kepuasan konsumen elektronik bekerja, terutama selama pandemic COVID-19 ini. Kemudian untuk jenis metode penelitiannya adalah metode kuantitatif dengan menyebarkan online kuisioner. Hasil penelitian menunjukkan adanya pengaruh positif signifikan antara Kualitas layanan elektronik dengan Kepuasan konsumen elektronik, Kualitas layanan elektronik dengan Kepercayaan dan Kepercayaan dengan Kepuasan Konsumen elektronik. Dengan demikian antara variable yang diteliti memiliki pengaruh positif yang signifikan.
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Copyright (c) 2021 Muhammad Adhitya Wardhana, Nur Hayati, Milad Naufal Akbar
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