Pengaruh Kualitas Layanan, Kualitas Produk dan Harga terhadap Kepuasan Pelanggan di Tokopedia pada Masyarakat Kecamatan Medan Marelan

Abstract

This study aims to determine and analyze the partial influence of service quality, product quality, and price on customer satisfaction at Tokopedia among the residents of Medan Marelan District. The research method used was quantitative. Descriptive analysis using SPSS 23.0 analysis tools was used to test multiple linear regression. The sample used in this study was 100 Tokopedia customers, and the population in this study was all residents of Medan Marelan District who had shopped at Tokopedia at least once. The results of this study found that service quality, product quality, and price simultaneously have a positive and significant effect on customer satisfaction with Tokopedia products in Medan Marelan District, Medan City.