PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN PELANGGAN PENGGUNA MODA TRANSPORTASI GRAB DI TANGERANG SELATAN

Setiawan, Edi and Septiani, Sarah (2018) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN PELANGGAN PENGGUNA MODA TRANSPORTASI GRAB DI TANGERANG SELATAN. Jurnal Manajemen dan Kearifan Lokal Indonesia, 2 (1). pp. 54-61. ISSN 2579-5791 (Paper) ISSN 2550-0856 (Online)

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Abstract

In this research used survey method, that is to explain influence between independent variable that is electronic service quality and electronic trust to dependent variable that is customer satisfaction and explain relation between variable. The population in this study is the consumer of Grab Car transport users in Bintaro, South Tangerang. The sampling technique uses accidental technique, ie random sampling of the sample that met on that day. Based. Technique of collecting data that is done is test of questioner, that is data collecting technique by asking some direct statement to sample. Processing techniques and data analysis include correlation analysis, multiple linear regression analysis, classical assumption test, hypothesis test and coefficient of determination analysis.The result of T test statistic shows that the quality of electronic service partially has significant effect on customer satisfaction. Electronic confidence partially significant effect on customer satisfaction, while statistical test F shows the quality of electronic services and electronic trust simultaneously significant effect on customer satisfaction. Abstrak ___________________________________________________________________ Dalam penelitian ini digunakan metode survei, yaitu untuk menjelaskan pengaruh antara variabel bebas yaitu kualitas pelayanan elektronik dan kepercayaan elektronik terhadap variabel terikat yaitu kepuasan pelanggan dan menjelaskan hubungan antar variabel. Populasi dalam penelitian ini adalah konsumen pengguna moda transportasi Grab Car di wilayah Bintaro, Tangerang Selatan. Teknik pengambilan sampling menggunakan teknik aksidental, yaitu pengambilan sampel dengan secara acak terhadap sampel yang bertemu pada hari itu. Bedasarkan. Teknik pengumpulan data yang dilakukan adalah uji kuesioner, yaitu teknik pengumpulan data dengan mengajukan beberapa pernyataan langsung kepada sampel. Teknik pengolahan dan analisis data meliputi analisis korelasi, analisis regresi linier berganda, uji asumsi klasik, uji hipotesis dan analisis koefisien determinasi. Hasil uji statistik T menunjukkan bahwa kualitas pelayanan elektronik secara parsial berpengaruh signifikan terhadap kepuasan pelanggan. Kepercayaan elektronik secara parsial berpengaruh signifikan terhadap kepuasan pelanggan, sedangkan uji statistik F menunjukkan kualitas pelayanan elektronik dan kepercayaan elektronik secara simultan berpengaruh signifikan terhadap kepuasan pelanggan.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: ST Bahar Sobari
Date Deposited: 20 Feb 2019 07:48
Last Modified: 20 Feb 2019 07:48
URI: http://repository.uhamka.ac.id/id/eprint/639

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