Pengaruh Persepsi dan Kualitas Pelayanan terhadap Kepuasan Pasca Pembelian Pengguna Aplikasi Online Shop
(Studi Pada Mahasiswa Universitas Bhinneka PGRI)
Abstract
This study aims to determine the effect of perceptions and service quality on post-purchase satisfaction of online store application users, either simultaneously or partially. This research is a non-experimental quantitative research. The population in this study were students of Bhinneka PGRI University. The sampling technique uses probability sampling method with simple random sampling with a total sample of 92 students. Data collection techniques using a closed questionnaire method. Data analysis techniques used are simple linear regression, multiple linear regression, t test and F test. The results of this study indicate that there is a positive influence of Perception (X1) on Post-Satisfaction Satisfaction (Y) as evidenced from the tcount (10.897)> ttable (1.987) ) with a significance of 0,000 ˂ 0.050 meaning that there is an influence between Perception on Post-Satisfaction Satisfaction. There is a positive influence on Service Quality (X2) on Post-Satisfaction Satisfaction (Y) as evidenced from the value of tcount (9,303)> ttable (1,987) with a significance of 0,000 ˂ 0.050 meaning that there is an influence between Service Quality on Post-Satisfaction Satisfaction. While the results of the F test show the value of Fcount (68.780)> Ftable (3.10) and a significant level of 0.000 ˂ 0.05.
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