The Influence Of Electronic Service Quality And Electronic Trust On Customer Satisfaction Of Dana Application Users In Tasikmalaya
Abstract
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan elektronik dan kepercayaan elektronik secara simultan maupun parsial terhadap kepuasan pelanggan pada pengguna aplikasi DANA. Metode penelitian yang digunakan adalah metode kuantitatif dengan pendekatan survei konsumen dengan jumlah 100 responden. Pengumpulan data primer berupa kuesioner. Analisis data dalam penelitian menggunakan analisis regresi berganda. Hasil penelitian menunjukkan bahwa kualitas layanan elektronik dan kepercayaan elektronik secara simultan berpengaruh signifikan terhadap kepuasan pelanggan pengguna aplikasi DANA. kualitas layanan elektronik secara parsial berpengaruh signifikan terhadap kepuasan pelanggan pengguna aplikasi DANA. kepercayaan elektronik secara parsial berpengaruh signifikan terhadap kepuasan pelanggan pengguna aplikasi DANA.
ABSTRACT
This research aims to determine the influence of electronic service quality and electronic trust simultaneously or partially on customer satisfaction among DANA application users. The research method used is a quantitative method with a consumer survey approach with a total of 100 respondents. Primary data collection is in the form of a questionnaire. Data analysis in research uses multiple regression analysis. The research results show that electronic service quality and electronic trust simultaneously have a significant effect on customer satisfaction of DANA application users. The quality of electronic services partially has a significant effect on customer satisfaction of DANA application users. Electronic trust partially has a significant effect on customer satisfaction of DANA application users.
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Copyright (c) 2024 Yanggi Lisna, H. Ari Arisman, Dudu Risana
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