PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION PADA MOBILE APPLICATION KAI ACCESS PT KERETA API INDONESIA (PERSERO) (STUDI PADA PT KERETA API INDONESIA DIVRE III PALEMBANG)

FITRIYANTI, FITRIYANTI and Rosa, Aslamia (2023) PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION PADA MOBILE APPLICATION KAI ACCESS PT KERETA API INDONESIA (PERSERO) (STUDI PADA PT KERETA API INDONESIA DIVRE III PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the effect of e-service quality on e-customer satisfaction in the KAI Access mobile application of PT Kereta Api Indonesia (Persero) (Study at PT Kereta Api Indonesia Divre III Palembang). This study used a quantitative approach with data collection methods through questionnaires. The population in this study are people in Palembang City who have used the KAI Access mobile application at PT Kereta Api Indonesia Divre III Palembang. The sampling method used purposive sampling with a total sample of 100 respondents. The analytical tools in this study are hypothesis testing, coefficient of determination testing, and multiple linear analysis. The results of the research that has been done indicate that the variables of information availability and content, ease of use, graphic style, and fulfillment have a significant effect on the e-customer satisfaction variable. Meanwhile, the privacy variable has no significant effect on the e-customer satisfaction variable.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E-service quality, information availability and content, ease of use, privacy, graphic style, fullfilment, e-customer satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Fitriyanti Fitriyanti
Date Deposited:	03 Jul 2023 02:01
Last Modified:	03 Jul 2023 02:01
URI:	http://repository.unsri.ac.id/id/eprint/113697

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