Kristhiofan, Karen Yuliani and Faishal Fadli,, SE., ME., Ph.D (2023) The Effect Of E-Service Quality, E-Trust And Artificial Intelligence On The Customer Experience Of Brimo Application Users (A Study Of The Special Capital Region Of Jakarta In 2022). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelian ini bertujuan untuk menguji pengaruh e-service quality, e-trust, dan artificial intelligence terhadap nasabah experience pengguna Aplikasi BRImo di wilayah DKI Jakarta Tahun 2022. Jenis penelitian ini adalah kuantitatif dengan metode analisis regresi berganda menggunakan alat bantu SPSS. Berdasarkan hasil penelitian terhadap 100 responden dengan skala likert 1-4, menunjukkan bahwa e-service quality yang terdiri dari reliability, responsiveness, assurance, empathy, dan tangibles. E-trust yang terdiri dari ability, benevolence, dan integrity. Artificial intelligence yang terdiri dari mechanical intelligence, analytical intelligence, intuitive intelligence dan empathetic intelligence. Tiga variabel tersebut memiliki pengaruh signifikan terhadap nasabah experience yang terdiri dari immersion, flow, cognitive fit, dan emotional fit. Sehingga tingkat nasabah experience yang tinggi akan mendorong intensitas nasabah dalam menggunakan Aplikasi BRImo.
English Abstract
This research aims to examine the effect of e-service quality, e-trust and artificial intelligence on the customer experience using the BRImo app in the DKI Jakarta area in 2022. This type of research is quantitative with the multiple regression analysis method using the SPSS tool. Based on the results of research on 100 respondents with a Likert scale of 1-4, it shows that e-service quality consists of reliability, responsiveness, assurance, empathy, and tangibles. E-trust, which consists of ability, benevolence, and integrity. Artificial intelligence which consists of mechanical intelligence, analytical intelligence, intuitive intelligence, and empathetic intelligence. These three variables have a significant influence on the Nasabah experience, which consists of immersion, flow, cognitive compatibility, and emotional compatibility. As a result, a higher level of nasabah experience will increase nasabah intensity when using the BRImo app.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | :0523020316 |
| Uncontrolled Keywords: | E-service quality, e-trust, artificial intelligence, nasabah experience, aplikasi BRImo |
| Subjects: | 300 Social sciences > 330 Economics |
| Divisions: | Fakultas Ekonomi dan Bisnis > Ilmu Ekonomi |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 18 Dec 2023 02:34 |
| Last Modified: | 18 Dec 2023 02:34 |
| URI: | http://repository.ub.ac.id/id/eprint/205317 |
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