PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN PADA APLIKASI M.TIX DI KOTA PALEMBANG

RAMADHANI, NYAYU THASYA AULIA and Mavilinda, Hera Febria (2025) PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN PADA APLIKASI M.TIX DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the impact of electronic service quality (e-service quality) on customer satisfaction among M.Tix app users in Palembang. The research focuses on three key dimensions of e-service quality: efficiency, responsiveness, and system availability. This study used a quantitative approach and purposive sampling involving 100 respondents who had made at least two transactions in the past three months. Data were collected through questionnaires and analyzed using multiple linear regression. The results indicate that all three dimensions have a significant effect on customer satisfaction, both individually and collectively. These findings emphasize the importance of improving e-service quality to maintain customer satisfaction in the digital entertainment service sector. This research provides practical insights for M.Tix management to enhance customer loyalty.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Electronic Service Quality, Customer Satisfaction, Efficiency, Responsiveness, System Availability
Subjects:	H Social Sciences > HF Commerce > HF5437-5444 Purchasing. Selling. Sales personnel. Sales executives
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Nyayu Thasya Aulia Ramadhani
Date Deposited:	25 Jun 2025 03:05
Last Modified:	25 Jun 2025 03:05
URI:	http://repository.unsri.ac.id/id/eprint/175931

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