FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN DENGAN KUALITAS WEB SEBAGAI VARIABEL MODERASI PADA KONSUMEN ZALORA
Abstract
The social restriction policy in an effort to stop the spread of Covid-19 has caused almost all community activities to be carried out from home. This condition results in changes in the way transactions are carried out by the public, namely the tendency for online or online transactions to tend to increase. When there is a change in transactions, business actors are still required to provide excellent service quality, good website quality and the provision of quality products.
This study aims to determine the effect of service quality, product quality, web quality on consumer satisfaction and whether web quality can moderate service quality and product quality on customer satisfaction. This study uses primary data sources with a sample of 100 people. Data quality was tested by Kaiser Meyer Olkin Measure of Sampling (KMO) and reliability tests, which were then analyzed using structural equations (SEM).
The results showed that service quality, product quality had an effect on customer satisfaction. The moderation effect of web quality shows that web quality is a predictor of moderation
Keywords : service quality, product quality, web quality, customer satisfaction, moderation effect
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DOI: http://dx.doi.org/10.59112/ekowir.v17i01.185
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