Muchamad Dani Andrean, - (2024) PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION PADA PENGGUNAAN APLIKASI FERIZY: Studi Kasus pada Pengguna Jasa Layanan Penyeberangan di Pelabuhan Merak. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Penelitian ini dilatarbelakangi oleh perubahan layanan yang dirasakan oleh pengguna jasa penyeberangan di Pelabuhan Merak. PT. ASDP Indonesia Ferry (Persero) saat ini telah menerapkan digitalisasi pada layanan pembelian tiket kapal melalui aplikasi Ferizy. Berdasarkan hasil pra-penelitian ditemukan bahwa pelanggan mengalami kendala berupa gangguan (error) pada aplikasi Ferizy. Penelitian ini memiliki tujuan untuk mengetahui pengaruh e-service quality terhadap e-satisfaction pada penggunaan aplikasi Ferizy (studi kasus pada pengguna jasa penyeberangan di Pelabuhan Merak). Metode penelitian yang diterapkan adalah metode kuantitatif dengan survei yang digunakan sebagai alat untuk memperoleh data. Analisis data yang diterapkan adalah analisis deskriptif, analisis verifikatif (uji asumsi klasik, uji regresi linier sederhana, uji koefisien korelasi dan determinasi), serta uji signifikansi dan hipotesis yang menggunakan uji T dan uji F. Berdasarkan hasil penelitian disimpulkan bahwa terdapat pengaruh antara variabel e-service quality terhadap variabel e-satisfaction sebesar 93,5%. Berdasarkan hasil uji signifikansi dan hipotesis diperoleh bahwa tingkat signifikansi sebesar 0,000 (0,000<0,05) sehingga terdapat hubungan yang signifikan, atau hipotesis dinyatakan diterima. Berdasarkan hasil penelitian juga didapatkan kesimpulan bahwa perusahaan perlu memperhatikan beberapa hal seperti bug atau error pada aplikasi, layanan costumer service, security/privacy, serta layanan refund untuk meningkatkan aspek e-service quality dan e-satisfaction pada penggunaan aplikasi Ferizy sehingga tercipta hubungan yang baik antara perusahaan dengan pengguna jasa. This research is motivated by changes in services perceived by crossing service users at the Port of Merak. PT. ASDP Indonesia Ferry (Persero) has currently implemented digitalization in the ticket purchasing service through the Ferizy application. Based on the pre-research results, it was found that customers experienced challenges in the form of disruptions (errors) in the Ferizy application. This study aims to determine the influence of e-service quality on e-satisfaction in the use of the Ferizy application (a case study on crossing service users at the Port of Merak). The research method applied is quantitative method with a survey used as a tool to obtain data. The data analysis applied includes descriptive analysis, verificative analysis (classic assumption test, simple linear regression test, correlation and determination coefficient test), as well as significance test and hypotheses using T-test and F-test. Based on the research results, it was concluded that there is an influence between the e-service quality variable and the e-satisfaction variable by 93.5%. Based on the significance test and hypotheses, the level of significance is 0.000 (0.000<0.05), indicating a significant relationship, or the hypothesis is accepted. Based on the research results, it was also concluded that companies need to pay attention to several factors such as bugs or errors in the application, customer service, security/privacy, and refund services to enhance e-service quality and e-satisfaction aspects in the use of the Ferizy application to create a good relationship between the company and users.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=en&user=TLQowFsAAAAJ ID SINTA Dosen Pembimbing: Syifa Fajar Maulani: 6787008 Rubby Rahman Tsani: 6750739 |
| Uncontrolled Keywords: | Aplikasi Ferizy, E-Satisfaction, E-Service Quality E-Satisfaction, E-Service Quality, Ferizy Application |
| Subjects: | L Education > L Education (General) |
| Divisions: | UPI Kampus Serang > S1 Logistik Kelautan |
| Depositing User: | Muchamad Dani Andrean |
| Date Deposited: | 26 Sep 2024 03:18 |
| Last Modified: | 26 Sep 2024 03:18 |
| URI: | http://repository.upi.edu/id/eprint/120455 |
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