Volume: 3 Issue 3 [March 2020]

Article:The effect of Lazada e-service quality and e-recovery service quality on customer satisfaction

Author: Razafimanjary Maminiaina Aimee , Marcellia Susan

Volume: 3, Issue 3; March-2020 ;

DOI: Nor. Am. Aca. Res. 2020 : 3(3) : 102-118 : https://doi.org/10.5281/zenodo.3702049

Abstract: Nowadays, purchasing online has becoming a full part of our daily life and this is due to the development of the many technologies. Indonesia is actually the sixth country behind China on the first place, United States of America on the second place, Japan on the third place, followed by United Kingdom, and Germany; which use the most e-commerce. The title of this study is “The effect of Lazada e-service quality and e-recovery service quality on customer satisfaction” so its purpose is to analyse one by one the e-service quality, e-recovery service quality, and customer satisfaction, but especially to analyse the individual effect e-service quality and e-recovery service quality on customers’ satisfaction; and also the simultaneous effect of e-service quality and erecovery service quality on customer satisfaction. The data for this study is gotten form a questionnaire which will be asked with 124 respondents and SPSS and multiple linear regression are used in order to achieve the analysis. The result shows that all items for each variables are valid and reliable; the normality test and heteroscedasticity test are good; F test shows that there is a simultaneous effect of e-service quality and e-recovery service quality on customer satisfaction; t test shows that there is an individual effect of e-service quality and e-recovery service quality on customer satisfaction; analysis of the coefficient of the determination shows that e-service quality and e-recovery service quality has 58,5% effect on customer satisfaction; the analysis of multiple linear regression.

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