Yasmine, Yashifa (2019) Pengaruh E-Service Quality terhadap E-Satisfaction serta Dampaknya pada E-Loyalty (Survei pada Pengguna Aplikasi Fintech Mobile Payment di Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk (1) mengetahui dan menjelaskan pengaruh EService Quality terhadap E-Satisfaction (2) mengetahui dan menjelaskan pengaruh EService Quality terhadap E-Loyalty (3) mengetahui dan menjelaskan pengaruh ESatisfaction terhadap E-Loyalty. Jenis penelitian yang digunakan adalah explanatory dengan pendekatan kuantitatif. Variabel penelitian ini meliputi E-Service Quality, E-Satisfaction, dan ELoyalty. Populasi dalam penelitian ini adalah pelanggan dengan usia minimal 17 tahun yang berdomisili Kota Malang dan telah menggunakan serta menggunakan layanan mobile payment di wilayah Kota Malang minimal dua kali dalam satu bulan terakhir dan menggunakan accout pribadinya pada aplikasi fintech mobile payment. Sampel yang digunakan dalam penelitian ini sebanyak 116 responden yang diambil dengan menggunakan purposive sampling dan metode pengumpulan data menggunakan kuesioner. Analisis data yang digunakan adalah analisis statistik deskriptif dan analisis jalur (path analysis). Data pada penelitian ini diolah menggunakan SPSS 25 for Windows. Hasil analisis jalur (path analysis) menunjukkan bahwa E-Service Quality (X1) berpengaruh signifikan terhadap E-Satisfaction (Z1), E-Service Quality (X1) berpengaruh signifikan terhadap E-Loyalty (Y1), E-Satisfaction (Z1) berpengaruh signifikan terhadap E-Loyalty (Y1).
English Abstract
The purpose of this study was to (1) identify and explain the influence of EService Quality on E-Satisfaction (2) identify and explain the influence of E-Service Quality on E-Loyalty (3) identify and explain the influence of E-Satisfaction on ELoyalty. The type of research used in this research was explanatory with quantitative approach. The research variables were E-Service Quality,E-Satisfaction, and ELoyalty. The population in this research were customers with minimum age of 17 years who resided in Malang City and had used mobile payment service in Malang area at least twice in the last month and using personal account on fintech mobile payment application. The sample used in this research was 116 respondents taken by using purposive sampling and data collection methods using a questionnaire. Data analysis used was descriptive statistical analysis and path analysis. The data in this study was processed using SPSS 25 for Windows. The result of path analysis showed that E-Service Quality (X1) had a significant effect on E-Satisfaction (Z1), E-Service Quality (X1) had significant effect on E-Loyalty (Y1), E-Loyalty (Z1) had significant effect on E-Loyalty (Y1).
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2019/361/051906388 |
| Uncontrolled Keywords: | E-Service Quality, E-Satisfaction, E-Loyalty |
| Subjects: | 000 Computer science, information and general works > 005 Computer programming, programs, data > 005.3 Programs > 005.36 Programs for personal computers |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 05 Oct 2020 13:21 |
| Last Modified: | 05 Oct 2020 13:21 |
| URI: | http://repository.ub.ac.id/id/eprint/172174 |
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