Pengaruh e-service quality dan customer experience terhadap customer trust dan pembelian produk mcd donald,s di Surabaya

setiawan, angela khanza (2025) Pengaruh e-service quality dan customer experience terhadap customer trust dan pembelian produk mcd donald,s di Surabaya. [Tugas Akhir/Skripsi] (Unpublished)

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Abstract

ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui pengaruh E-Service Quality dan Customer Experience terhadap Customer Trust dan Pembelian Produk MCDonald’s di Surabaya. Penelitian ini dilakukan pada konsumen MCDonald’s di wilayah Kota Surabaya dengan jumlah sampel ditetapkan sebanyak 100 responden, dan pengumpulan data dilakukan melalui penyebaran kuisioner secara tidak langsung melalui social media. Teknik analisis data yang digunakan peneliti adalah teknik analisis metode SEM-PLS dan berdasarkan hasil analisis ditemukan bahwa E-Service Quality berpengaruh terhadap Customer Trust, Customer Experience berpengaruh terhadap Customer Trust, E-Service Quality berpengaruh terhadap Pembelian Produk, Customer Experience berpengaruh terhadap Pembelian Produk, Customer Trust berpengaruh terhadap Pembelian Produk. Kata Kunci : E-Service Quality, Customer Experience, Customer Trust, Pembelian Produk.

Item Type:	Tugas Akhir/Skripsi
Uncontrolled Keywords:	E-Service Quality, Customer Experience, Customer Trust, Pembelian Produk.
Subjects:	D History General and Old World > D History (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	angela khanza setiawan
Date Deposited:	28 Apr 2026 02:39
Last Modified:	28 Apr 2026 02:39
URI:	http://erepository.uwks.ac.id/id/eprint/22436

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