Syafira,, Wahyu Hidayati and Onni Meirezaldi,, S.Sos., MM. (2023) Pengaruh E-Service Quality dan Perceived Value terhadap Customer Satisfaction (Survei pada Generasi Z Pengguna Aplikasi BRImo di Malang Raya). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk: 1) Mengetahui dan menjelaskan pengaruh E-Service Quality terhadap Customer Satisfaction; 2) Mengetahui dan menjelaskan pengaruh Perceived Value terhadap Customer Satisfaction. Penelitian ini menggunakan jenis penelitian explanatory research dengan pendekatan kuantitatif. Teknik pengambilan sampel yang digunakan adalah purposive sampling dengan jumlah sampel sebanyak 129 responden. Data pada penelitian ini dikumpulkan melalui penyebaran kuesioner secara online menggunakan google form pada pengguna aplikasi BRImo yang merupakan generasi Z berusia 17-25 tahun dan berdomisili di Malang Raya. Metode analisis data yang digunakan adalah analisis deskriptif dan analisis regresi linear berganda. Hasil penelitian ini menunjukkan bahwa E-Service Quality (X1) memiliki pengaruh positif dan signifikan terhadap Customer Satisfaction (Y). Perceived Value (X2) memiliki pengaruh positif dan signifikan terhadap Customer Satisfaction (Y).
English Abstract
The study aims to know and explain: 1) The influence of E-Service Quality on Customer Satisfaction; 2) The influence of E-Service Quality on Customer Satisfaction of BRImo application. The type of research used in this research is explanatory research with a quantitative approach. The sampling technique used was a purposive sampling technique totaling 129 respondents. Data collection techniques through distributing questionnaires online using the google form to BRImo application users who are generation Z aged 17-25 years and domiciled in Malang Raya. The data analysis method used in this study is descriptive analysis and multiple linear regression analysis. The results of this study indicate that E-Service Quality (X1) has a positive and significant influence on Customer Satisfaction (Y). Perceived Value (X2) has a positive and significant influence on Customer Satisfaction (Y).
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052303 |
| Uncontrolled Keywords: | E-Service Quality, Perceived Value, Customer Satisfaction-E-Service Quality, Perceived Value, Customer Satisfaction |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username suprihatin |
| Date Deposited: | 17 Jan 2024 08:10 |
| Last Modified: | 17 Jan 2024 08:10 |
| URI: | http://repository.ub.ac.id/id/eprint/211641 |
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