Andinna Putri Sutria, - (2024) PENGARUH KUALITAS LAYANAN ELEKTRONIK TERHADAP KEPUASAN PELANGGAN BERBASIS ELEKTRONIK MELALUI NILAI PELANGGAN: Survei pada pengguna Aplikasi InDrive Indonesia. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
This research aims to obtain an overview and magnitude of the influence of electronic service quality on electronic based customer satisfaction through customer value (survey of InDrive Indonesia Application users). The type of research used is descriptive and verification with a quantitative approach. The population in this study was 105,000 with a sample of 200 respondents who were users of the InDrive application using a sampling technique, namely simple random sampling. The data was processed statistically using the Structural Equation Modeling (SEM) method with the help of SPSS 24.0 for Windows software. The findings in this research found that electronic service quality and customer value were in the high category, while electronic based customer satisfaction was in the quite high category. Electronic service quality has a positive and significant influence on electronic based customer satisfaction through customer value. These findings indicate that implementing electronic service quality can build customer value and form electronic based customer satisfaction among InDrive Application users.
| Item Type: | Thesis (S1) |
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| Additional Information: | https://scholar.google.com/citations?view_op=new_articles&hl=en&imq=Andinna+Putri+Sutria# ID SINTA Dosen Pembimbing: Ratih Hurriyati: 5984336 Puspo Dewi Dirgantari: 5980376 |
| Uncontrolled Keywords: | Keywords: Electronic Service Quality, Customer Value, Electronic based Customer Satisfaction |
| Subjects: | H Social Sciences > HF Commerce L Education > L Education (General) |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Bisnis |
| Depositing User: | Andinna Putri Sutria |
| Date Deposited: | 07 Sep 2024 10:39 |
| Last Modified: | 07 Sep 2024 10:39 |
| URI: | http://repository.upi.edu/id/eprint/122816 |
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