?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+E-SERVICE+QUALITY+DAN+USER+EXPERIENCE%0D%0ATERHADAP+KEPUASAN+PELANGGAN+SHOPEE%0D%0ADI+BANDAR+LAMPUNG&rft.creator=AHMAD+%2C+RAMDHANI&rft.subject=300+Ilmu+sosial&rft.subject=330+Ekonomi&rft.description=Perkembangan+teknologi+informasi+menunjukan+bermunculannya+berbagai+jenis%0D%0Akegiatan+yang+menjadi+lebih+mudah%2C+perkembangan+tersebut+dapat+dirasakan%0D%0Adiberbagai+bidang%2C+salah+satunya+aktifitas+jual+beli.+Salah+satu+platform+jual+beli%0D%0Aonline+terbesar+di+Indonesia+adalah+Shopee.+Penelitian+ini+bertujuan+untuk%0D%0Amengetahui+dan+menganalisis+pengaruh+e-service+quality+dan+user+experience%0D%0Aterhadap+kepuasan+pelanggan+Shopee+di+Bandar+Lampung%2C+baik+secara+parsial+dan%0D%0Asimultan.+Penelitian+ini+didasarkan+pada+teori+perilaku+konsumen.+Pengumpulan%0D%0Adata+dilakukan+melalui+penyebaran+kuisioner+secara+online+menggunakan+Google%0D%0AForm+yang+disebarkan+kepada+pengguna+aplikasi+Shopee+di+Bandar+Lampung%2C%0D%0Adengan+jumlah+sampel+sebanyak+100+responden+yang+dipilih+menggunakan+metode%0D%0Apurposive+sampling%2C+dengan+kriteria+pengguna+Shopee+di+Bandar+Lampung+yang%0D%0Apernah+berbelanja+minimal+3+kali.+Analisis+data+dilakukan+menggunakan+teknik%0D%0A%0D%0Aanalisis+regresi+linier+berganda+untuk+menguji+pengaruh+variabel+independen+(e-%0D%0Aservice+quality+dan+user+experience)+terhadap+variabel+dependen+(kepuasan%0D%0A%0D%0Apelanggan)+menggunakan+SPSS+27.0.+Berdasarkan+hasil+perhitungan%2C+kedua%0D%0Avariabel+independen+tersebut+berpengaruh+positif+terhadap+kepuasan+pelanggan.+Hal%0D%0Atersebut+dibuktikan+dengan+nilai+R+square+sebesar+0%2C520+yang+mengartikan+bahwa%0D%0Abesar+pengaruh+variabel+user+experience%2C+dan+e-service+quality+terhadap+variabel%0D%0Akepuasan+pelanggan+adalah+52%25+dan+sisanya+yaitu+48%25+dipengaruhi+oleh+faktor%0D%0Alain.+Adapun+saran+dalam+penelitian+ini+yaitu%2C+pengoptimalan+kecepatan%2C+kestabilan%0D%0Asistem+dan+mengoptimalkan+penggunaan+data+dan+memori+untuk+memberikan%0D%0Akecepatan+pada+saat+menggunakan+aplikasi.%0D%0AKata+Kunci+%3A+E-service+Quality%2C+User+Experience%2C+Kepuasan+Pelanggan%2C+Shopee%0D%0A%0D%0AThe+development+of+information+technology+shows+the+emergence+of+various+types%0D%0Aof+activities+that+have+become+easier%2C+these+developments+can+be+felt+in+various%0D%0Afields%2C+one+of+which+is+buying+and+selling+activities.+One+of+the+largest+online+buying%0D%0Aand+selling+platforms+in+Indonesia+is+Shopee.+This+study+aims+to+determine+and%0D%0Aanalyze+the+effect+of+e-service+quality+and+user+experience+on+Shopee+customer%0D%0Asatisfaction+in+Bandar+Lampung%2C+both+partially+and+simultaneously.+This+research%0D%0Ais+based+on+the+theory+of+consumer+behavior.+Data+collection+was+carried+out%0D%0Athrough+distributing+questionnaires+online+using+Google+Form+which+were%0D%0Adistributed+to+Shopee+application+users+in+Bandar+Lampung%2C+with+a+sample+size+of%0D%0A100+respondents+selected+using+purposive+sampling+method%2C+with+the+criteria+that%0D%0AShopee+users+in+Bandar+Lampung+have+shopped+at+least+3+times.+Data+analysis+was%0D%0Acarried+out+using+multiple+linear+regression+analysis+techniques+to+test+the+effect+of%0D%0Aindependent+variables+(e-service+quality+and+user+experience)+on+the+dependent%0D%0Avariable+(customer+satisfaction)+using+SPSS+27.0.+Based+on+the+calculation+results%2C%0D%0Athe+two+independent+variables+have+a+positive+effect+on+customer+satisfaction.+This%0D%0Ais+evidenced+by+the+R+square+value+of+0.520+which+means+that+the+influence+of+the%0D%0Auser+experience+variable%2C+and+e-service+quality+on+the+customer+satisfaction%0D%0Avariable+is+52%25+and+the+remaining+48%25+is+influenced+by+other+factors.+The%0D%0Asuggestions+in+this+study+are+optimizing+speed%2C+system+stability+and+optimizing+the%0D%0Ause+of+data+and+memory+to+provide+speed+when+using+the+application.%0D%0AKeywords+%3A+E-Service+Quality%2C+User+Experience%2C+Customer+Satisfaction%2C+Shopee%0D%0A&rft.publisher=FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK&rft.date=2024-08-28&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F82562%2F1%2F1.%2520ABSTRAK%2520-%2520ABSTRACT%2520-%2520Ahmad%2520Ramdhani.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F82562%2F2%2F2.%2520SKRIPSI%2520FULL%2520-%2520Ahmad%2520Ramdhani.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F82562%2F3%2F3.%2520SKRIPSI%2520TANPA%2520BAB%2520PEMBAHASAN%2520-%2520Ahmad%2520Ramdhani.pdf&rft.identifier=++AHMAD+%2C+RAMDHANI++(2024)+PENGARUH+E-SERVICE+QUALITY+DAN+USER+EXPERIENCE+TERHADAP+KEPUASAN+PELANGGAN+SHOPEE+DI+BANDAR+LAMPUNG.++FAKULTAS+ILMU+SOSIAL+DAN+ILMU+POLITIK%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F82562%2F