PENGARUH E-SERVICE QUALITY DAN KEAMANAN TRANSAKSI TERHADAP PERCEIVED VALUE CUSTOMER BISNIS E-COMMERCE STUDI KASUS PADA PT. TOKOPEDIA

Abstract

This study aims to measure how the relationship and influence from e-service quality and secure
transactions to customer’s perceived value toward online shopping applications on Tokopedia.
Independent variable used in this study is e-service quality and secure transactions, while the dependent
variable is customer’s perceived value.
Collection technique used is to use primary data in the form of interviews and questionnaires.
Mechanical sampling is done by using judgmental or purposive sampling. Testing the hypothesis through
SPSS System on 152 respondents. Respondents in majority are female, young adults in 23-28 years old,
employees, S1 and have been used Tokopedia.
The results showed that the proven positive effect on the e- service quality toward customer’s perceived
value significantly. And secure transaction also give a positif effect toward to customer’s perceived value
significantly. This study provides in- depth understanding of the relationship between e-service quality,
secure transactions, and perceived value.