Peran Kualitas Layanan dan Ulasan Produk terhadap Kepuasan Pelanggan di Tiktok Shop
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Abstract
TikTok as a social media platform that focuses on video now presents the TikTok Shop feature in its application, allowing users to actively share videos as well as sell and buy products or services through the platform. The aim of this research is to examine the influence of service quality and product reviews on customer satisfaction at TikTok Shop and fill the gap in research that does not yet exist regarding the development of TikTok Shop e-commerce which is growing rapidly. The sample from this research was 207 TikTok Shop users in DKI Jakarta. The convenience sampling method was used by distributing questionnaires online which were then analyzed using PLS-SEM. The results of this research indicate that service quality and product reviews have a significant impact on customer satisfaction. This research can help TikTok Shop expand its e-commerce horizons to remain competitive in the future.
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