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INTERNATIONAL JOURNAL OF CREATIVE RESEARCH THOUGHTS - IJCRT (IJCRT.ORG)
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ISSN Approved Journal No: 2320-2882 | Impact factor: 7.97 | ESTD Year: 2013
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Paper Title
ANALYSIS THE INFLUENCE OF EFFICIENCY, PRIVACY, RELIABILITY, PERCEIVED BENEFITS & CUSTOMER SERVICE ON E-SATISFACTION AND E-LOYALTY FOR SHOPEE APPLICATION USERS IN YOGYAKARTA
Authors
Febianty Wahyuni, Amelia, Ronald Suryaputra
Keywords
Efficiency, Privacy, Reliability, Perceived Benefit, Customer Service, E-Satisfaction, E-Loyalty.
Abstract
This study aims to analyze the effect of efficiency, privacy, reliability, perceived benefit, customer service variables on e-satisfaction and e-loyalty for Shopee application users in Yogyakarta. The sample used in this study is based on data from 120 respondents who are male and female, domiciled in Yogyakarta, with an age limit of 18-60 years. The questionnaire was given to respondents who are Shopee customers who have made transactions using Shopee 2 times in the last 6 months, have interacted with Shopee customer service in the last 1 year and are still using Shopee today. The results of the analysis showed that privacy, reliability, perceived benefits, customer service have a positive and significant influence on e-satisfaction, but efficiency is not. The analysis also showed that e-satisfaction has a positive and significant influence on e-loyalty.
IJCRT's Publication Details
Unique Identification Number - IJCRT2301429
Paper ID - 230301
Page Number(s) - d377-d387
Pubished in - Volume 11 | Issue 1 | January 2023
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Publisher Name - IJCRT | www.ijcrt.org | ISSN : 2320-2882
E-ISSN Number - 2320-2882
Cite this article
Febianty Wahyuni, Amelia, Ronald Suryaputra, "ANALYSIS THE INFLUENCE OF EFFICIENCY, PRIVACY, RELIABILITY, PERCEIVED BENEFITS & CUSTOMER SERVICE ON E-SATISFACTION AND E-LOYALTY FOR SHOPEE APPLICATION USERS IN YOGYAKARTA", International Journal of Creative Research Thoughts (IJCRT), ISSN:2320-2882, Volume.11, Issue 1, pp.d377-d387, January 2023, Available at :http://www.ijcrt.org/papers/IJCRT2301429.pdf
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ISSN: 2320-2882 Impact Factor: 7.97 and ISSN APPROVED Journal Starting Year (ESTD) : 2013
ISSN and 7.97 Impact Factor Details
ISSN: 2320-2882 Impact Factor: 7.97 and ISSN APPROVED Journal Starting Year (ESTD) : 2013
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