DETAIL KOLEKSI

Pengaruh e-service quality terhadap e-satisfaction serta dampaknya terhadap e-wom konsumen transportasi online


Oleh : Karina Aprilia Ristanti

Info Katalog

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 5
3. 2023_TA_SMJ_022002008003_Bab-1-Pendahuluan.pdf 6
4. 2023_TA_SMJ_022002008003_Bab-2-Landasan-Teori.pdf 14
5. 2023_TA_SMJ_022002008003_Bab-3-Metode-Penelitian.pdf 21
6. 2023_TA_SMJ_022002008003_Bab-4-Hasil-dan-Pembahasan.pdf 15
7. 2023_TA_SMJ_022002008003_Bab-5-Kesimpulan.pdf 5
8. 2023_TA_SMJ_022002008003_Daftar-Pustaka.pdf 3
9. 2023_TA_SMJ_022002008003_Lampiran.pdf 34

P Penelitian 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 This 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.

Bagaimana Anda menilai Koleksi ini ?