Rahmawati, Sari and Intan Sartika Eris Maghfiroh, S.E., M.B.A and Buce Trias Hanggara, S.Kom., M.Kom (2024) Analisis Kualitas Layanan Website Cove Terhadap Kepuasan Pelanggan Dengan Menggunakan Metode WebQual 4.0. Sarjana thesis, Universitas Brawijaya.
Abstract
Tempat tinggal merupakan kebutuhan mendasar setiap individu dengan variasi opsi tempat tinggal yang dapat disesuaikan dengan kebutuhan dan preferensi. Hal itu juga perlu beberapa pertimbangan dalam memilih tempat tinggal yang sesuai, seperti kos yang untuk perantau. Sebelum adanya internet, mencari hunian kos merupakan tantangan dengan keterbatasan informasi dan risiko penipuan, namun berkembangnya teknologi telah memudahkan pencarian hunian kos melalui berbagai platform. Cove merupakan perusahaan co-living yang didirikan pada 2018, mengalami pertumbuhan di Indonesia sejak ekspansi tahun 2020. Meskipun menawarkan fasilitas eksklusif dan prioritas pada keamanan dan kesehatan, proses pemesanan kos melalui website Cove masih manual melalui pesan WhatsApp, bertentangan dengan kemudahan pemesanan online sebelumnya. Evaluasi kualitas layanan dilakukan menggunakan framework WebQual yang menitikberatkan pada variabel seperti Usability Quality, Information Quality, dan Service Interaction Quality. Penelitian ini berfokus mengetahui pengaruh kualitas penggunaan, kualitas informasi, dan kualitas interaksi layanan terhadap kepuasan pengguna dalam penggunaan website Cove. Metode penelitian yang digunakan adalah metode kuantitatif dengan menggunakan Analisis Regresi Linear Berganda dan Generalized Linear Model (GLM) untuk analisis data. Pengumpulan data dilakukan dengan membagikan kuesioner survei secara daring selama 16 hari. Sebanyak 102 responden yang pernah menggunakan website Cove di Indonesia menjadi sampel penelitian. Hasil penelitian menunjukkan bahwa Usability Quality, Information Quality, dan Service Interaction Quality berpengaruh signifikan terhadap kepuasan pengguna
English Abstract
Housing is a basic need of every individual with a variety of housing options that can be customised according to needs and preferences. It also requires some consideration in choosing a suitable place to live, such as boarding houses for migrants. Before the internet, finding a boarding house was a challenge with limited information and the risk of fraud, but the development of technology has made it easier to find boarding houses through various platforms. Cove is a coliving company founded in 2018, has experienced growth in Indonesia since its 2020 expansion. Despite offering exclusive facilities and prioritising safety and health, the booking process through Cove's website is still manual through WhatsApp messages, contrary to the ease of online booking before. Evaluation of service quality is conducted using the WebQual framework which focuses on variables such as Usability Quality, Information Quality, and Service Interaction Quality. This study investigates the effect of usability quality, information quality, and service interaction quality on user satisfaction in using the Cove website. The research method used is a quantitative method using Multiple Linear Regression Analysis and Generalised Linear Model (GLM) for data analysis. Data collection was carried out by distributing survey questionnaires online for 16 days. A total of 102 respondents who have used the Cove website in Indonesia became the research sample. The results showed that Usability Quality, Information Quality, and Service Interaction Quality have a significant effect on user satisfaction.
Item Type: | Thesis (Sarjana) |
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Identification Number: | 052415 |
Uncontrolled Keywords: | Co-Living, Cove, WebQual, Kepuasan Pengguna, User Satisfaction |
Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
Depositing User: | Annisti Nurul F |
Date Deposited: | 07 Feb 2024 08:19 |
Last Modified: | 07 Feb 2024 08:19 |
URI: | http://repository.ub.ac.id/id/eprint/215860 |
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