10-9-2019
Abstract
Abdurrokhman Sidiq , Management Study Program - Degree Program. Muhammadiyah College of Economics Cilacap, The Efect of Service Quality , Product Reviews and Safety toward Customer Satisfaction at Shopee’s Website ( A Case Study : Customers at RSI Fatimah Cilacap). Guiding by The First Consultant , Mr. Irwan Saputro Sugiharto, S.E., M.Si. and The Second Consultant , Ms. Mustabihatun Umriyah, S.E.I., M.Si. The aim of this research is to analyze the efect of Service Quality (X1), Product Reviews (X2) and Safety (X3) toward Customer Satisfaction (Y) at Shopee’s Website (A Case Study: Customers at RSI Fatimah Cilacap). The samples for the research are 40 employees at Pharmacy Installation of RSI Fatimah Cilacap as respondents . Total sampling method is used in getting samples in this researh. The analysis used includes validity test, reliability test, MSI (Method Succesive Interval), classic assumption test, multiple linear regression analysis, hypothesis test and coefficient of determination analysis. The result of the research shows that service quality effects to customer satisfaction, it is indicated by the the result t calculated is 2,078 > 1,68709 accepted hypothesis. Product reviews affect customer satisfaction, it is indicated by the result of t calculated is 2,115 > 1, 1,68709 accepted hypothesis. Safety affects to customer satisfaction, indicated by by the result of t calculated is 2,783 > 1,68709 accepted hypothesis. The service quality , product reviews and safety affect simultaneously toward customer satisfaction, it is indicated by the result F calculated is more than F table , that is F calculated 7,278 > 2,86 . While the most dominant variable is safety variable because it has β coefficient value 0,397, better than service quality variable (0,298) and product reviews variable (0,28 ). Based on the results of this study, it is expected PT Shopee Internasional to increase safety to increase customer satisfaction because safety is the most dominant variable. Furthermore, it is also necessary to continuously improve the quality of supervision services on product reviews because these variables affect customer satisfaction. In addition, the coefficient of determination value Adjusted R square is 0,326. It means 32,6% customer satisfaction variables can be explained by service quality variables (X1), product reviews(X2) and safety (X3) but 67,4% affected by other factors outside the research model. Therefore it is expected for the writer to be able to continue to develop research considering there are still many other variables that cannot be examined by the writer. Keywords: Service quality, product reviews, safety, customer satisfaction.
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