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Ahmad Faiz Raihan 2301926011 E-service quality, corporate image, customer perception

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  • Raihan, Ahmad Faiz

Abstract

E-service quality merupakan inovasi yang dikembangkan dalam hal kualitas pelayanan yang bertujuan untuk mengukur kepuasan pelanggan melalui sistem elektronik atau internet. Dengan adanya e-service quality diharapkan dapat mempermudah pelanggan dalam mengakses setiap kegiatan transaksi, mulai dari pemesanan, pengecekan serta pembayaran. Persepsi dapat mempengaruhi sikap, tingkah laku dan penyesuaian pada diri seseorang. Oleh sebab itu, dapat dikatakan bahwa proses kognisi pada manusia dimulai melalui sebuah proses persepsi. Indikator Persepsi Pelanggan, yaitu Price (Harga), Service Quality (Kualitas Layanan), Product Quality (Kualitas Produk), Emotional Factor (Faktor Emosional), Efficiency (Kemudahan).

Suggested Citation

  • Raihan, Ahmad Faiz, 2021. "Ahmad Faiz Raihan 2301926011 E-service quality, corporate image, customer perception," OSF Preprints ce6xj, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:ce6xj
    DOI: 10.31219/osf.io/ce6xj
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