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%.