E-Service Quality, Trust and Perceived Value Impact on Customer Satisfaction

As an e-commerce application provider, customer satisfaction is an important factor to be considered by Shopee, where service performance can measure consumer satisfaction. This study aims to determine e-service quality, trust, and perceived value's role in customer satisfaction. The population used in this study are management students using the Shopee application at the University in Jakarta. The data collection used in this study is a questionnaire distributed to 320 respondents. The analysis method in this study is the associative method using multiple regression analysis tools and processed with SPSS 22. The results of this study show that e-service quality, trust, and perceived value simultaneously influence customer satisfaction.