The Effect of After Sales Service on Online Shop Consumer Satisfaction (Survey of Tokopedia and Shopee Consumers at Kadiri University)

Authors

  • Nonni Yap universitas kadiri
  • Afif Nur Rahmadi universitas kadiri
  • M Dian Ruhamak universitas kadiri
  • Risma Gesang Ayu universitas kediri
  • Anindhitya Sofi M Universitas Kediri
  • Oktaviani Wahyu Prihardini universitas kediri

DOI:

https://doi.org/10.30736/jpim.v7i3.1268

Abstract

Keywords : Online shop, strategy, platform, turnover, market

References

BIBLIOGRAPHY

Choudhary AI, Akhter SA, Asif M, Choudhry RM, Siddique Z, Mughal. (2011). Impact Of After Sales Service Characteristics on Customer Satisfaction. Information Management and Business Review, Vol 3, pp:360-365.

Egonsson E., Bayarsaikhan K dan Ting T. (2013). After sales services and customer relationship marketing-A multiple case study within the Swedish heavy equipment machinery Industry. Tesis. Linneaus University.

Ernoputri, D., Arifin, Z., & Fanani, D. (2016) Effect of after-sales service on consumer satisfaction (a survey of LG product users in Malang Town Square (Matos) Malang – East Java). Journal of Business Administration, 30 (1).

Fazizadeh A., Bagherzadh F dan Mohamdi P. (2011). How After Sales Service Quality Dimension Affect Customer Satisfaction. African Journal of Bussiness Management, Vol 5(17), pp:7658-7664.

Kotler, P. and Keller K.L. (2012). Marketing Management Edition 12 Volume 1. PT. Gramedia Pustaka Utama. Jakarta.

Kurniawan A and Wardoyo P. (2011). Analysis of the Satisfaction Level of Caterpillar Brand Heavy Equipment Users on After-Sales Service in Central Java. Diponegoro University Research Journal. Semarang.

Mishra, A.K. (2014). A Study on Relation Between Effective After Sales Service and Customer Overall Satisfaction at Tata Motor’s with Spesial Reference to Ramgarhia Automobiles Ramgarh Cantt, Jharkhand. International Journal of Research in Bussines Management, Vol 2 pp:79-88.

Pramana, Andy Chandra. 2013. The Effect of Billing System Service Quality on User Satisfaction in Nganjuk Hospital. Journal. Student Scientific Journal of FEB Universitas Brawijaya Vol.1, No. 1.

Sangadji and Sophia. (2013). Consumer Behavior-A Practical Approach Accompanied by the Association of Research Journals. Edition I. CV Andi. Yogyakarta.

Sarjono, Haryadi. 2011. SPSS vs LISREL: An Introduction, Application to Research. Jakarta: Four Salemba.

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Published

2022-10-05

How to Cite

Yap, N., Rahmadi, A. N., Ruhamak, M. D., Ayu, R. G., M, A. S., & Prihardini, O. W. (2022). The Effect of After Sales Service on Online Shop Consumer Satisfaction (Survey of Tokopedia and Shopee Consumers at Kadiri University). JPIM (Jurnal Penelitian Ilmu Manajemen), 7(3), 325–332. https://doi.org/10.30736/jpim.v7i3.1268

Issue

Vol. 7 No. 3 (2022): JPIM (JURNAL PENELITIAN ILMU MANAJEMEN)

Section

Artikel

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