PENGARUH CITRA MEREK DAN E-SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN BUKALAPAK

Ikhsan, Muhammad (2024) PENGARUH CITRA MEREK DAN E-SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN BUKALAPAK. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

The purpose of this research is to determine and analyze the influence of Brand Image and EService Quality on Bukalapak Customer Satisfaction. The population in this study were customers who use Bukalapak in Bekasi, with a sampling technique using Purposive sampling with a sample of 120 people. The research method used in this study is a quantitative method. The data used are primary data with a questionnaire distribution technique directly to Bukalapak users in Bekasi. The data was processed using the SPSS Version 24 application. The results showed that the style of Brand image has a positive and significant influence on customer satisfaction with a significant value of 0.000 <0.05, then e-service quality has a positive and significant influence on employee performance with a significant value of 0.000 <0.05

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