Yuhan Amirullah, Teguh Santoso

Pengaruh Kepercayaan Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Erigo Official Store Di Aplikasi Shoppe (Studi Pada Pengguna Shoppe Di Institut Ilmu Sosial Dan Manajemen STIAMI)

Introduction

Pengaruh kepercayaan dan kualitas layanan terhadap kepuasan pelanggan erigo official store di aplikasi shoppe (studi pada pengguna shoppe di institut ilmu sosial dan manajemen stiami). Pelajari bagaimana kepercayaan dan kualitas layanan mempengaruhi kepuasan pelanggan Erigo Official Store di Shopee. Riset kuantitatif ini mengungkap dampak signifikan kedua faktor tersebut.

Abstract

Consumer satisfaction is influenced by several factors such as trust and service quality. Some of the phenomena that exist in the Erigo Official Shop on the Shopee Application are customer complaints that are so high regarding the quality of service and also prefer to the trust of the customers themselves that there are many bad reviews in the rating column on the Erigo Official Shop itself. This research aims to determine the effect of trust and service quality on customer satisfaction at the Erigo Official Shop on the Shopee Application. The research method used in this research is a quantitative approach and the respondents in this research are STIAMI Institute students who have shopped at the Erigo Official Shop on the Shopee Application. The data collection technique used was a questionnaire, with a sample size of 110 students. Data quality techniques use validity tests and reliability tests. Test data analysis using multiple linear regression. The results of this research prove that there is a positive and significant influence of trust and service quality on customer satisfaction. Partially, trust contributed 51.7% and service quality contributed 49.4%. Trust and service quality simultaneously influence purchasing decisions by 64% and the remaining 36% is influenced by other variables.

Review

This study investigates the critical factors of trust and service quality in influencing customer satisfaction, specifically within the context of the Erigo Official Store on the Shopee application. Addressing a pertinent issue of high customer complaints and negative reviews regarding service quality and trust, the research aims to quantify the impact of these variables on customer satisfaction. The chosen focus on an e-commerce platform and a specific brand makes the topic highly relevant for understanding consumer behavior in the digital marketplace. The abstract clearly articulates the problem and objectives, setting a clear scope for the investigation. The methodological approach, utilizing a quantitative design with a questionnaire administered to 110 STIAMI Institute students, is appropriate for testing the hypothesized relationships. The application of validity and reliability tests, followed by multiple linear regression, indicates a standard and acceptable analytical framework. The partial results, showing trust contributing 51.7% and service quality 49.4% to customer satisfaction, provide specific insights into their individual importance. However, a significant concern arises in the abstract's concluding statement regarding the simultaneous influence, where it states "Trust and service quality simultaneously influence *purchasing decisions* by 64%." This directly contradicts the study's stated objective and other results which focus on *customer satisfaction*, representing a critical inconsistency that requires immediate clarification and correction. Despite the identified inconsistency, this research holds potential value for Erigo and other e-commerce businesses operating on platforms like Shopee, by empirically demonstrating the intertwined importance of trust and service quality for customer satisfaction. The findings underscore the necessity for online retailers to prioritize these aspects to foster positive customer experiences and potentially mitigate negative feedback. Given the fundamental discrepancy between the objective (customer satisfaction) and one of the reported main findings (purchasing decisions), a major revision is imperative to align these elements. Once this core issue is resolved and perhaps some further contextual detail is added regarding the initial problem identification, the paper could make a valuable contribution to the literature on e-commerce customer satisfaction.

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