Research Paper
Year: 2020 | Month: December | Volume: 7 | Issue: 12 | Pages: 503-511
Analysis of the Effect of E-Service Quality on Customer E-Satisfaction of Lotte Mart Grosir Medan
Putri Karina Ramayana Pasaribu1, Endang Sulistya Rini2, Sugiharto Pujangkoro2
1,2Master of Management Program, Postgraduate School of Univesity of Sumatera Utara
Corresponding Author: Putri Karina Ramayana Pasaribu
ABSTRACT
E-service quality is an important factor of marketing products by using online media. It is an expectation as what customers want by online media rather than services that may be provided by the company. E-satisfaction describes how the quality of E-service Quality can be received and provides benefits to users of online company sites. The present study is a survey research using an associative quantitative approach inendeding to determine the effect of the Efficiency, fulfillment System availability dan Privacy on E-satisfaction. The population of the study included all Lotte Mart Grosir Medan consumers who have used the Lotte Mart Grosir online shopping application during 2019 as of 2174. The sampling method using the Slovin formula so that there were 96 samples of the study. The data collection method used a questionnaire and The collected data were then analyzed by using a multiple linear regression. The result of the study and data analysis shown that the factors of efficiency, fulfillment, system availability and privacy had a positive and significant effect on E-satisfaction.. Efficiency partially had a positive and significant effect on E-satisfaction. Fulfillment partially had a positive and significant effect on E-satisfaction. System availability partially had a significant effect on E-satisfaction. Privacy partially had a significant effect on E-satisfaction. It is suggested to the Municipal Health Department of Medan to improve the control and supervisory for any corporate engaged in food such as Lotte Mart Medan.
Keywords: E-Service quality, E-satisfaction, Customer.
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