PENGARUH ELECTRONIC SERVICE QUALITY (E-SERVICE QUALITY) TERHADAP LOYALITAS PENGGUNAAN LAYANAN APLIKASI MOBILE PAYMENT OVO DI KOTA PALEMBANG

DEVI, ARUNA BELLAYA and Widad, Ahmad and Yunita, Dessy (2021) PENGARUH ELECTRONIC SERVICE QUALITY (E-SERVICE QUALITY) TERHADAP LOYALITAS PENGGUNAAN LAYANAN APLIKASI MOBILE PAYMENT OVO DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research aim to analyze how the influence of the quality of electronic services provided by the OVO mobile payment application on the loyalty of users in the city of Palembang. This research is included in the category of research on the explanation of the relationship between variables or what is commonly called explanatory research with a quantitative approach. Sampling in this study used the Non-Probability Sampling technique with the Purposive Sampling method with the data obtained as many as 100 respondents, where previously the validity test, reliability test, multiple linear regression analysis and the coefficient of determination were tested, then tested the significance through simultaneous test and partial test by using SPSS 26 program statistics. The results of this study indicate that the variables of e-service quality that have a significant effect in parallel on loyalty to the use of OVO mobile payment applications are the variables of Reliability, Responsiveness and Website Design. E-Service Quality has a simultaneous positive effect on loyalty to the use of OVO mobile payment application services.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: e-service quality, usage loyalty
Subjects: H Social Sciences > HF Commerce > HF1-6182 Commerce
H Social Sciences > HF Commerce > HF1040-1054 Commodities. Commercial products
H Social Sciences > HF Commerce > HF5437-5444 Purchasing. Selling. Sales personnel. Sales executives
Divisions: 01-Faculty of Economics > 61201-Management (S1)
Depositing User: Aruna Bellaya Devi
Date Deposited: 04 Aug 2021 04:21
Last Modified: 04 Aug 2021 04:21
URI: http://repository.unsri.ac.id/id/eprint/51502

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