Pengaruh E-S-Qual terhadap kepuasan pengguna Grab Car di Surabaya

Cahyani, Silvi Ttri (2018) Pengaruh E-S-Qual terhadap kepuasan pengguna Grab Car di Surabaya. Other thesis, Wijaya Kusuma Surabaya University.

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Abstract

ABSTRAK GrabCarmerupakanperusahaanasingdibidangtransportasijasa onlineyangsaatiniberkembangpesatdiindonesia.PeranGrabCar sangatmembantumasyarakatyangakanbepergian.GrabCarsendiri memilikikomitmenyaitumelayanipenumpangdengansebaik-baiknya supayapenumpangmerasakankepuasanterhadaplayananpengemudi GrabCar.PenelitiandilakukanpadapenumpangGrabCardiSurabaya. PenelitianinibertujuanmengetahuipengaruhE-S-Qualterhadappengguna ojekonlineGrabCar dalam memilihjasatransportasiGrabCar.Besar sampeldalam penelitianiniadalahsebanyak120orangrespondenyang diperolehdenganmenggunakananalisisregresiberganda.analisisdalam penelitianinimenggunakanbantuanaplikasiperangkatlunak(software) SPSS16forWindowsdimanaprosesdanhasilanalisisdatasebagai kesatuanlangkahdalam pengujianhipotesisvaliditasdanrealibilitas. dengankarakteristikrespondenyangdipilihsudahpernahmenggunakan layananGrabCar.SelanjutnyadilihatseberapabesarpengaruhE-SQualyang meliputi:efisiensi (efficiency), pemenuhan (fulfillment), ketersediaan sistem (system availability)danprivasi (privacy) dan penggunapadapengujianhipotesis.Hasilpenelitianmenyimpulkanbahwa variabelefisiensiberpengaruhdominanterhadapkepuasanpengguna. Katakunci:efisiensi(efficiency),pemenuhan(fulfillment),ketersediaan sistem(systemavailability)danprivasi(privacy)dankepuasanpeng ABSTRACT GrabCarisaforeigncompanyinthefieldofonlinetransportation servicesthatarecurrentlygrowingrapidlyinIndonesia.TheroleofGrab Carisveryhelpfulto thepeoplewho willtravel.Grab Caritselfis committed to serving passengers with the bestpossible so that passengersfeelsatisfactionwithGrabCardriverservice.Thestudywas conductedonGrabCarpassengersinSurabaya.Thisstudyaimsto determinetheeffectofE-SQualonusersofmotorcycleojekonlineGrab CarinchoosingtransportationservicesGrabCar.Samplesizeinthisstudy isasmuchas120respondentsobtainedbyusingmultipleregression analysis.analysisinthisstudyusingthehelpofsoftwareapplications (software)SPSS16forWindowswheretheprocessandresultsofdata analysisasaunitystepintestingthehypothesisofvalidityandreliability. withtheselectedrespondentcharacteristicsalreadyusingtheGrabCar service.Nextlook athow much influence E-S-Qualwhich include: efficiency(efficiency),fulfillment(fulfillment),system availability(privacy) andtheuseronhypothesistesting.Theresultsofthestudyconcludedthat theefficiencyvariableshaveadominanteffectonusersatisfaction. Keywords:efficiency,fulfillment,systemavailabilityandprivacyanduser satisfaction

Item Type:	Thesis (Other)
Uncontrolled Keywords:	efficiency,fulfillment,systemavailabilityandprivacyanduser satisfaction
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Endah Sugiartiningsih
Date Deposited:	26 Mar 2018 05:01
Last Modified:	22 Aug 2019 03:38
URI:	http://erepository.uwks.ac.id/id/eprint/836

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