This study was made with the aim of examining the relationship between
process quality, outcome quality and service recovery on e-satisfaction. The object
of this research is e-service quality in online shops. Sampling using purposive
sampling technique and the participants in this study amounted to 220 consumers
who have shopped online. Sampling using purposive sampling technique using
descriptive analysis. Data collection was done by distributing questionnaires via
google form and the data analysis method used was regression analysis. The results
of this study indicate that e-service quality (process quality, outcome quality and
service recovery) has a positive effect on e-satisfaction. The results of the study
reveal that e-satisfaction is most influenced by outcome quality, followed by process
quality and finally service recovery.