The Effect of Service Innovation and Service Quality on Customer Satisfaction during Covid 19 (Survey of Tokopedia App Users in Bandung 2021)

Abstract

Abstract. This research was conducted to find how much influence service innovation (X1) and service
quality (X2) on customer satisfaction (Y) on Tokopedia application customers in Bandung. The method
used in this study is a quantitative method with 100 respondents tokopedia application users in Bandung
with multiple regression analysis calculation process and processed in SPSS25 software. The main data
from the study used questionnaire survey, and secondary data was obtained through journal
publications, articles, and theory books. According to the results of this study shows that the variable
service Innovation (X1) and service quality (X2) has a significant influence simultaneously on the variable
customer satisfaction (Y) Tokopedia application in The City of Bandung by 37.7%.