Skripsi

PENGARUH E- SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PADA PENGGUNAAN APLIKASI MCDONALD’S (STUDI PADA MASYARAKAT KOTA PALEMBANG).

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Penilaian

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Penelitian ini bertujuan untuk menguji adanya pengaruh e – service quality terhadap kepuasan konsumen pada penggunaan aplikasi mcdonald’s(studi pada masyarakat kota Palembang) yang diuji secara parsial maupun simultan. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif dan data – data yang digunakan dalam penelitian ini bersifat kuantitatif dengan sampel sebanyak 100 responden yang dihitung menggunakan rumus Bernaoulli. Data dalam penelitian ini menggunakan data primer yang didapat dari hasil penyebaran kuesioner melalui google form yang dibagikan kepada masyarakat kota Palembang yang pernah melakukan transaksi menggunakan aplikasi McDonald’s. Hasil dari penelitian ini menunjukkna bahwa terdapat pengaruh signifikan secara parsial dimensi Reliability dan Web Design tidak berpengaruh terhadap variabel Kepuasan Konsumen, serta secara parsial terdapat pengaruh dimensi Responsiveness, Privacy/Security, Information Quality/Benefit, dan Ease Of Use/Usabillity terhadap variabel Kepuasan Konsumen. Kemudian variabel E-Service Quality yang terdiri dari dimensi Reliability, Responsiveness, Privacy / Security, Information Quality / Benefit, Ease Of Use / Usability, dan Web Design secara simultan memiliki pengaruh terhadap variabel Kepuasan Konsumen. Dimensi dari variabel E-Service Quality yang paling berpengaruh terhadap Kepuasan Konsumen adalah dimensi Ease Of Use / Usability. This research aims to test the influence of e-service quality on consumer satisfaction when using the McDonald's application (study in the people of Palembang city) which was tested partially or simultaneously. This research was carried out using a quantitative approach and the data used in this research was quantitative with a sample of 100 respondents calculated using the Bernoulli formula. The data in this research uses primary data obtained from the results of distributing questionnaires via Google Form which were distributed to the people of Palembang City who had made transactions using the McDonald's application. The results of this research show that there is a partially significant influence on the dimensions of Reliability and Web Design which do not influence the Consumer Satisfaction variable, and partially there is an influence on the dimensions of Responsiveness, Privacy/Security, Information Quality/Benefit, and Ease of Use/Usability on the Satisfaction variable Consumer. Then the E-Service Quality variable which consists of the dimensions Reliability, Responsiveness, Privacy/Security, Information Quality/Benefit, Ease of Use/Usability, and Web Design simultaneously has an influence on the Consumer Satisfaction variable. The dimension of the E-Service Quality variable that has the most influence on Consumer Satisfaction is the Ease of Use dimension.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2307006720	T130744	T1307442023	Central Library (Referens)	Available

Detail Information

Series Title

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Call Number

T1307442023

Publisher

Indralaya : Prodi Manajemen, Fakultas Ekonomi Universitas Srwijaya., 2023

Collation

xix, 94 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

658.810 7

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Prodi Manajemen, Manajemen Pemasaran

Specific Detail Info

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Statement of Responsibility

MURZ

Other version/related

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