Harsono, Gian Febri (2018) Pengaruh Kualitas E-Service Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Transportasi Online Go-Jek). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas e-service terhadap kepuasan konsumen pada pengguna aplikasi Go-Jek di Malang. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel-variabel melalui pengujian hipotesis. Variabel kualitas e-service yang digunakan dalam penelitian ini adalah appearance, interactivity, informativeness, security, reliability, dan responsiveness. Penelitian ini menggunakan sampel sebanyak 215 responden yang diambil dari populasi mahasiswa di Malang pengguna aplikasi Go-Jek. Pengambilan sampel menggunakan teknik purposive sampling. Karakteristik sampel yang dipilih yaitu, minimal berusia 17 tahun dan minimal pernah 2 kali menggunakan aplikasi Go-Jek. Alat uji yang digunakan untuk menguji instrumen penelitian ini berupa uji validitas, uji reliabilitas, dan uji asumsi klasik. Uji hipotesis dilakukan dengan menggunakan uji F dan uji t, dan data dianalisis menggunakan regresi linear berganda. Hasil penelitian ini menunjukkan bahwa variabel kualitas e-service yang terdiri dari appearance, interactivity, informativeness, security, reliability, dan responsiveness mempunyai pengaruh terhadap kepuasan konsumen pengguna aplikasi Go-Jek di Malang
English Abstract
This study aims to determine the effect of e-service quality on satisfaction of Go-Jek users in Malang. This explanatory research explains causal relationship between variables through hypothesis testing. The e-service quality variables used in this research are appearance, interactivity, informativeness, security, reliability, and responsiveness. From the population of university students in Malang who use Go-Jek application, 215 people who were at least 17 years of age and had used Go-Jek at least twice were selected as the sample. The instruments of this research were assessed using validity test, reliability test, and classical assumption test. The hypothesis testing was conducted using F test and t test, and the data were analyzed using multiple linear regression analysis. The result of this study shows that e-service quality variables consisting of appearance, interactivity, informativeness, security, reliability, and responsiveness influences the satisfaction of Go-Jek users in Malang.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/657/051811603 |
| Uncontrolled Keywords: | E-Service, Kepuasan Konsumen, E-Service, Customer Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 20 May 2019 03:01 |
| Last Modified: | 20 Oct 2021 08:32 |
| URI: | http://repository.ub.ac.id/id/eprint/164145 |
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