Analisa faktor-faktor yang mempengaruhi customer trust, customer satisfaction dan customer loyalty pada pelanggan Shopee di Surabaya = Analysis factors that affecting customer trust, customer satisfaction and customer loyalty on Shopee customers in Surabaya

Liestyawan, Grace (2020) Analisa faktor-faktor yang mempengaruhi customer trust, customer satisfaction dan customer loyalty pada pelanggan Shopee di Surabaya = Analysis factors that affecting customer trust, customer satisfaction and customer loyalty on Shopee customers in Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Teknologi yang selalu berkembang dengan pesat membuka peluang bagi perusahaan untuk melakukam perkembangan dalam bisnisnya. Salah satu inovasi teknologi yang paling bermanfaat adalah dalam bidang komunikasi yaitu, internet. Dengan kemajuan internet, perusahaan dapat membuka lapangan pekerjaan baru yaitu e-commerce, yang merupakan layanan bisnis yang dapat menawarkan jasa dan produk secara online. Shopee merupakan perusahaan yang bergerak dalam bidang e-commerce, Kehadiran Shopee dalam pasar memberikan banyak manfaat terhadap masyarakat, antara lain mempermudah pertemuan antara penjual dan pembeli untuk melakukan transaksi, sehingga pembeli dapat melakukan pembelian barang-barang yang dibutuhkan dengan mudah / The rapid development of technology open an opportunities for many companies to make developments in their business. One of the most useful technological innovations is in the field of communication, It is the internet. With the internet, companies can open new jobs, namely e-commerce, which is a business service that can offer services and products online. Shopee is a company that is engaged in e-commerce, Shopee's as a market place provides many benefits to the community, including facilitating meetings between sellers and buyers to make transactions, so buyers can easily purchase the items needed.

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