Pengaruh Persepsi dan Kualitas Pelayanan terhadap Kepuasan Pasca Pembelian Pengguna Aplikasi Online Shop

Abstract

This study aims to determine: (1) The Effect of Perception on Post-Purchase Satisfaction of Online Shop Application Users, (2) The Effect of Service Quality on Post-Purchase Satisfaction of Online Shop Application Users, (3) The Effect of Perception and Service Quality on Post-Purchase Satisfaction of Online Application Users. Shop (At Bhinneka PGRI University Students). The type of research used in this research is a non-experimental quantitative regression research. The population in this study were students of the Bhinneka PGRI University with a total of 1.110 students. The sampling technique used is probability sampling method with simple random sampling with a total sample of 92 students. The data analysis technique used is simple linear regression, multiple linear regression, t test and F test. The results of this study indicate that there is a positive effect of Perception on Post Purchase Satisfaction. There is a positive effect of Service Quality on Post-Purchase Satisfaction While the results of the F test show that there is a simultaneous influence of Perception and Service Quality on Post-purchase Satisfaction. Keywords : Perception, Service Quality, Post-Purchase Satisfaction.