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THE EFFECT OF PERCEIVED EASE OF USE, PERCEIVED USEFULNESS, SERVICE QUALITY, PERCEIVED VALUE ON CUSTOMER SATISFACTION IN GRAB (CASE STUDY OF STIKOM DB JAMBI STUDENTS)

Undergraduate Theses from gdlhub / 2019-05-27 10:11:01
Oleh : Echy Trisnawati, STIKOM Dinamika Bangsa Jambi
Dibuat : 2019-05-27, dengan 7 file

Keyword : perceived ease of use, perceived usefulness, service quality, perceived value, customer satisfaction.

Pertumbuhan di sektor jasa telah menyulitkan perusahaan untuk secara konsisten membuat, berbagi, dan mempertahankan pengalaman layanan pelanggan yang mengesankan. Pandangan ini mengakui peran signifikan umpan balik pelanggan untuk meningkatkan kualitas layanan yang ditawarkan. Penelitian ini bertujuan untuk menganalisis pengaruh perceived ease of use, perceived usefulness, service quality, dan perceived value terhadap customer satisfaction pengguna Grab mahasiswa Stikom Db Jambi. Penelitian ini dilakukan dengan metode kuesioner terhadap 100 responden pengguna Grab di kota Jambi yang diperoleh dengan menggunakan teknik Non-probability sampling dengan pendekatan accidential sampling dan populasi yang digunakan dalam penelitian ini adalah mahasiswa yang pernah menggunakan Grab. Metode analisis yang digunakan adalah analisis kuantitatif yaitu analsisis regresi berganda menggunakan software SPSS Statistic 25. Hasilnya menunjukkan bahwa variabel service quality, dan perceived value berpengaruh positif dan signifikan terhadap customer satisfaction. Sedangkan perceived ease of use dan perceived usefulness tidak berpengaruh signifikan terhadap customer satisfaction. Selain itu diperolah nilai R2 square sebesar 0,670 atau 67,0% yang berarti variabel bebas atau independen memberikan hampir semua informasi yang dibutuhkan untuk memprediksi variasi variabel terikat atau dependen. Sedangkan sisanya sebesar 33% dapat dipengaruhi oleh variabel lain yang tidak termasuk dalam model

Deskripsi Alternatif :

Growth in the service sector has made it difficult for companies to consistently create, share and maintain an impressive customer service experience. This view recognizes the significant role of customer feedback to improve the quality of services offered. This study aims to analyze the effect of perceived ease of use, perceived usefulness, service quality, and perceived value on customer satisfaction users of Grab Db Jambi students. This research was conducted using a questionnaire method on 100 respondents of Grab users in the city of Jambi obtained by using non-probability sampling techniques with the accidential sampling and population approach used in this study were students who had used Grab. The analytical method used is quantitative analysis, namely multiple regression analysis using SPSS Statistics 25 software. The results show that service quality, and perceived value variables have a positive and significant effect on customer satisfaction. Whereas perceived ease of use and perceived usefulness do not have a significant effect on customer satisfaction. In addition, the R2 square value was obtained at 0.670 or 67.0%, which means that the independent or independent variables provide almost all the information needed to predict variations in the dependent or dependent variable. While the remaining 33% can be influenced by other variables not included in the model

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Properti	Nilai Properti
ID Publisher	gdlhub
Organisasi	STIKOM Dinamika Bangsa Jambi
Nama Kontak	Herti Yani, S.Kom
Alamat	Jln. Jenderal Sudirman
Kota	Jambi
Daerah	Jambi
Negara	Indonesia
Telepon	0741-35095
Fax	0741-35093
E-mail Administrator	elibrarystikom@gmail.com
E-mail CKO	elibrarystikom@gmail.com