Pengaruh e-service quality terhadap e-satisfaction serta dampaknya terhadap e-wom konsumen transportasi online
Info Katalog
File Repositori
Nomor Panggil : 022002008003
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Sri Vandayuli Riorini
Subyek : Consumer satisfaction;Marketing management
Kata Kunci : e-service quality; e-satisfaction; e-wom
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TA_SMJ_022002008003_Halaman-Judul.pdf | 11 | |
| 2. | 2023_TA_SMJ_022002008003_Lembar-Pengesahan.pdf | 6 | |
| 3. | 2023_TA_SMJ_022002008003_Bab-1-Pendahuluan.pdf | 7 | |
| 4. | 2023_TA_SMJ_022002008003_Bab-2-Landasan-Teori.pdf | 14 |
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| 5. | 2023_TA_SMJ_022002008003_Bab-3-Metode-Penelitian.pdf | 21 |
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| 6. | 2023_TA_SMJ_022002008003_Bab-4-Hasil-dan-Pembahasan.pdf | 15 |
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| 7. | 2023_TA_SMJ_022002008003_Bab-5-Kesimpulan.pdf | 5 |
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| 8. | 2023_TA_SMJ_022002008003_Daftar-Pustaka.pdf | 3 | |
| 9. | 2023_TA_SMJ_022002008003_Lampiran.pdf | 34 |
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P enelitian ini bertujuan untuk menganalisa pegaruh E-Service Quality pada E-Satisfaction dan E-WOM pada aplikasi layanan transportasi online. Metode yang digunakan non-probability sampling dengan menggunakan teknik purposive sampling. Pengambilan sampling dengan cara menyebarkan kuesioner kepada 202 responden. Responden dalam penelitian ini adalah konsumen yang menggunakan layanan transportasi. Pengujian hipotesis dilakukan dengan menggunakan Structural Equiation Model (SEM) dengan bantuan AMOS24. Hasil penelitian menunjukan bahwa dimensi-dimensi E-Service Quality yaitu design, Fulfillment/Reliability, Customer Service dan Security/Privacy berpengaruh positif terhadap E-Satisfaction yang berpengaruh untuk menciptakan E-WOM positif.
T his study aims to analyze the effect of E-Service Quality on E-Satisfaction and E-WOM on online transportation service applications. The method used is non-probability sampling using purposive sampling technique. Sampling was done by distributing questionnaires to 202 respondents. Respondents in this study are consumers who use transportation services. Hypothesis testing was carried out using the Structural Equiation Model (SEM) with the help of AMOS24. The results show that the dimensions of E-Service Quality, namely design, Fulfillment/Reliability,Customer Service and Security / Privacy has a positive effect on E-Satisfaction which has an effect on creating a positive E-WOM.
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