The Effect of Consumer Knowledge and Service Quality on User Satisfaction (Survey of Shopee cash-on-delivery Feature users)
- Jurnal Internasional Bereputasi
- Nizar Alam Hamdani, Gina Aulia, Galih Abdul Fatah Maulani, Lindayani, & Mohammad Soni
- Jumlah Penulis : 5 Orang Status Pengusul : Penulis Ketiga Nama Jurnal : Migration Letters Volume 20 No 8, 2023-11-06 // ISSN: 17418992, 17418984 Halaman : 259–275 DOI: https://doi.org/10.59670/ml.v20i8.5246 Terindeks Q2
Abstrak
Purpose: This study aims to determine the effect of consumer knowledge and service
quality on user satisfaction for users of the cash-on-delivery shop feature.
Design/methodology/approach: This study uses a quantitative approach and a survey
method through the media Google form. It then distributes it to respondents who use the
cash-on-delivery feature and processes it using SPSS 26 and SmartPLS 3. The population
in this study are users of the cash-on-delivery shop feature in Garut Regency. The sample
used was 400 respondents using the cash-on-delivery shop feature. The sampling
technique in this study was carried out by purposive sampling technique. The type of data
in this study is primary data. The analysis used in this study is the outer model test, inner
model test, and hypothesis testing, done by determining the value of r-Square, f-square,
and t-statistic.
Findings: The results of this study indicate that consumer knowledge has a significant
effect on user satisfaction by 28.8%, and service quality has a significant impact on user
satisfaction by 61.2%.
Practical implications: The findings of this study can be used as input for companies and
related users and users of the Shopee cash-on-delivery feature in choosing information
when making transactions, creating good service quality so that users can reuse the cash-
on-delivery feature, and creating user satisfaction.
Authenticity/value: The novelty of this study is the effect of consumer knowledge and
service quality on user satisfaction in the cash on delivery shope feature in Garut
Regency, which has yet to be studied much by previous researchers.
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