@article{repository639,
          volume = {2},
           title = {PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP
KEPUASAN PELANGGAN PENGGUNA MODA TRANSPORTASI GRAB
DI TANGERANG SELATAN},
           pages = {54--61},
            year = {2018},
       publisher = {APMAI},
             doi = {DOI: 10.26805/jmkli.v2i1.24},
         journal = {Jurnal Manajemen dan Kearifan Lokal Indonesia},
           month = {April},
          number = {1},
             url = {https://journal.apmai.org/v2/index.php/jmkli},
          author = {Setiawan, Edi and Septiani, Sarah},
            issn = {2579-5791 (Paper) ISSN 2550-0856 (Online)},
        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
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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.}
}