The Influence Of Electronic Service Quality And Electronic Trust On Customer Satisfaction Of Dana Application Users In Tasikmalaya

Yanggi Lisna; H. Ari Arisman; Dudu Risana

doi:10.37676/jfm.v4i2.6822

The Influence Of Electronic Service Quality And Electronic Trust On Customer Satisfaction Of Dana Application Users In Tasikmalaya

Yanggi Lisna Study Program Of Management, Faculty Of Economic and Business, Universitas Perjuangan Tasikmalaya
H. Ari Arisman Study Program Of Management, Faculty Of Economic and Business, Universitas Perjuangan Tasikmalaya
Dudu Risana Study Program Of Management, Faculty Of Economic and Business, Universitas Perjuangan Tasikmalaya

DOI: https://doi.org/10.37676/jfm.v4i2.6822

Keywords: E-Service Quality, E-Trust, Consumer Satisfaction

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.

Downloads

Download data is not yet available.

Published

2024-11-01

How to Cite

Lisna, Y., Arisman, H. A., & Risana, D. (2024). The Influence Of Electronic Service Quality And Electronic Trust On Customer Satisfaction Of Dana Application Users In Tasikmalaya. Jurnal Fokus Manajemen, 4(2), 201 -. https://doi.org/10.37676/jfm.v4i2.6822

Download Citation

Issue

Vol 4 No 2 (2024): November

Section

Articles

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

An author who publishes in the Jurnal Fokus Manajemen (JFM) agrees to the following terms:

Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal

Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.