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

PUTRI, ANNISA EKA and Rosa, Aslamia (2023) PENGARUH E- SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PADA PENGGUNAAN APLIKASI MCDONALD’S (STUDI PADA MASYARAKAT KOTA PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

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.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E- Service Quality, Realibility, Web Design, Responsiveness, Privacy/Security, Information Quality/Benefit, Ease Of Use/Usability, dan Kepuasan Konsumen E- Service Quality, Realibility, Web Design, Responsiveness, Privacy/Security, Information Quality/Benefit, Ease Of Use/Usability, dan Customer Satisfaction
Subjects:	H Social Sciences > HF Commerce > HF1-6182 Commerce H Social Sciences > HF Commerce > HF5001-6182 Business H Social Sciences > HF Commerce > HF5437-5444 Purchasing. Selling. Sales personnel. Sales executives
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Annisa Eka Putri
Date Deposited:	21 Nov 2023 01:46
Last Modified:	21 Nov 2023 01:46
URI:	http://repository.unsri.ac.id/id/eprint/130744

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