Abstract

This study aims to determine the effect of the influence of service quality consisting of Efficiency, Reability, Fulfilment, Privation, Responability to E-Costumer satisfaction in Pekanbaru. This research is a survey research using a questionnaire as an instrument. The population used in this study is lazada users in Pekanbaru. using a purposive sampling method, which is a sample selection technique where an individual chooses a sample based on a personal assessment of some appropriate characteristics of the sample members. Test the validity of the instrument using SPSS software, the analysis technique used is regression analysis.

Keywords: e-commerce, business administration, online business