THE INFLUENCE OF PRODUCT QUALITY, SERVICE AND WEB DESIGN ON CONSUMER SATISFACTION IN SHOPPING ONLINE THROUGH SHOPEE (Case Study on Management Study Program Students of Institut Teknologi dan Ilmu Sosial Khatulistiwa)

Authors

  • Endarwita Endarwita Institut Teknologi dan Ilmu Sosial Khatulistiwa, Indonesia
  • Mai Yuliza Institut Teknologi dan Ilmu Sosial Khatulistiwa, Indonesia
  • Hanisa Kurniawati Institut Teknologi dan Ilmu Sosial Khatulistiwa, Indonesia

DOI:

https://doi.org/10.29040/ijebar.v7i1.8261

Abstract

This study intends to investigate the extent to which product quality, service, and web design influence consumer satisfaction when buying online via Shopee for students enrolled in the management program at the Institut Teknologi dan Ilmu Sosial Khatulistiwa. This study uses an associative type of research. A total sample of 60 respondents were involved. The data was collected by distributing questionnaires. The results of the study showed that the multiple linear regression equation Y=9,613+0,188X1+0,227X2+0,384X3+e. From the t-test conducted, it was found that product quality had a significant effect on consumer satisfaction with a significant value of 0,030 > 0,05, the service variable obtained results that had a significant effect on consumer satisfaction with a significant value of 0,001 <0,05 and the web design variable also obtained a significant effect on consumer satisfaction with a significant value of 0,001 <0,05. Simultaneously, product quality, service and web design have a significant effect on customer satisfaction with a significant value of 0,000 <0,05. Meanwhile, the coefficient of determination (R2) obtained a coefficient value of 0,325 (32,5%), which means that the product quality and price affect consumer satisfaction, while the rest is influenced by other variables.

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Published

2023-02-14

How to Cite

Endarwita, E., Yuliza, M., & Kurniawati, H. (2023). THE INFLUENCE OF PRODUCT QUALITY, SERVICE AND WEB DESIGN ON CONSUMER SATISFACTION IN SHOPPING ONLINE THROUGH SHOPEE (Case Study on Management Study Program Students of Institut Teknologi dan Ilmu Sosial Khatulistiwa). International Journal of Economics, Business and Accounting Research (IJEBAR), 7(1). https://doi.org/10.29040/ijebar.v7i1.8261

Issue

Vol. 7 No. 1 (2023): IJEBAR, VOL. 07 ISSUE 01, MARCH 2023

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