PENGARUH E-SERVICE QUALITY TERHADAP ESATISFACTION PADA APLIKASI GRAB DI KOTA TASIKMALAYA

Sabily Ihza Mahezwara, . (2023) PENGARUH E-SERVICE QUALITY TERHADAP ESATISFACTION PADA APLIKASI GRAB DI KOTA TASIKMALAYA. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Perkembangan teknologi informasi dan komunikasi, bersamaan dengan tren penggunaan aplikasi transportasi online seperti Grab, telah secara signifikan mempengaruhi perilaku konsumen dalam memenuhi kebutuhan transportasi dan menciptakan peluang bisnis baru. Namun, meskipun kemajuan teknologi dan peningkatan penggunaan aplikasi transportasi online, masih terdapat masalah yang dapat mempengaruhi kepuasan pelanggan, seperti kendala teknis dalam penggunaan aplikasi, masalah pembayaran, dan potensi penurunan kualitas layanan, yang dapat mengurangi kepuasan pengguna terhadap aplikasi Grab di Kota Tasikmalaya. Penelitian ini menggunakan metode analisis deskriptif kuantitatif, dan data diperoleh melalui distribusi kuesioner dengan menggunakan teknik random sampling. Sampel terdiri dari 100 responden Gen-Z di Kota Tasikmalaya. Hasil dari penelitian ini mengungkapkan bahwa E-Service Quality memiliki pengaruh positif dan signifikan sebesar 92% terhadap E-Satisfaction di antara pengguna aplikasi Grab. Hal ini didukung lebih lanjut oleh temuan uji regresi linear sederhana, yang menunjukkan bahwa setiap peningkatan sebesar 1% dalam EService Quality, terdapat peningkatan sebesar 0,949 dalam E-Satisfaction. Implikasi dari penelitian ini menyarankan bahwa Grab perlu meningkatkan kualitas layanan elektroniknya, terutama dalam hal Responsiveness, Convenience, dan Privacy, untuk memenuhi harapan pengguna, meningkatkan kepuasan (ESatisfaction), dan mempertahankan pelanggan setia. The development of information and communication technology, along with the trend of using online transportation applications such as Grab, has significantly influenced consumer behavior in fulfilling transportation needs and creating new business opportunities. However, despite the advancements in technology and increased usage of online transportation applications, there are still issues that can affect customer satisfaction, such as technical constraints in app usage, payment problems, and potential decline in service quality, which may reduce user satisfaction with Grab application in Tasikmalaya City. This research employed a quantitative descriptive analysis method, and data was obtained through the distribution of questionnaires using random sampling technique. The sample consisted of 100 Gen-Z respondents in Tasikmalaya City. The results of this study revealed that E-Service Quality has a positive and significant influence of 92% on E-Satisfaction among Grab application users. This is further supported by the findings of a simple linear regression test, which indicated that for every 1% increase in E-Service Quality, there is a 0.949 increase in E-Satisfaction. The implications of this research suggest that Grab needs to enhance its electronic service quality, particularly in terms of Responsiveness, Convenience, and Privacy, in order to meet user expectations, enhance satisfaction (E-Satisfaction), and retain loyal customers.

Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing Btari Mariska: 6681170 Adam Hermawan: 6681172
Uncontrolled Keywords:	Teknologi, Transportasi Online, E-Service Quality, E-Satisfaction; Technology, Online Transportation, E-Service Quality, E-Satisfaction
Subjects:	L Education > L Education (General)
Divisions:	UPI Kampus Tasikmalaya > S1 Bisnis Digital
Depositing User:	sabily ihza mahezwara
Date Deposited:	31 Oct 2023 02:52
Last Modified:	31 Oct 2023 02:52
URI:	http://repository.upi.edu/id/eprint/111464

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