Pengaruh Kualitas Pelayanan Tokopedia terhadap Kepuasan Konsumen pada Pengguna Tokopedia di Surabaya

Currently, business development has led to the digital economy or online market due changes in people's shopping styles, which have begun shift from offline shopping. This is an opportunity for actors their products through media such as e-commerce. E-commerce facilitates communication between sellers and buyers, marketing product promotion activities by sellers, sale purchase transaction process, payments made consumers because it can be done online. study was shown analyze effect of service quality on Tokopedia consumer satisfaction Surabaya. The variables used this are consists efficiency, system availability (reliability), fulfillment, confidentiality (privacy), responsiveness (responsiveness), compensation (compensation), contact (contact). And variable suitability expectations, loyalty, interest visiting again willingness recommend. uses a survey method distributing questionnaires 100 users Based data analysis, concluded that positive significant Surabaya.
 Keywords: Service quality, customer satisfaction,