PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP BEHAVIORAL INTENTION: Survei pada Gen Z Pengguna Jasa Pengiriman Barang JNE di Kota Bandung

Decky Febry Lasmana, - (2024) PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP BEHAVIORAL INTENTION: Survei pada Gen Z Pengguna Jasa Pengiriman Barang JNE di Kota Bandung. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Tujuan dari penelitian ini adalah untuk melihat hubungan antara service quality dan perceived value terhadap behavioral intention pada pengguna JNE di kota Bandung. Metode penelitian menggunakan pendekatan kuantitatif dengan metode survePenarikan sampel menggunakan Teknik non probability sampling dengan jenisnya purposive sampling sebanyak 310 responden pengguna jasa pengiriman barang JNE di kota Bandung. Teknik analisis data menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) Hasil temuan menunjukan gambaran service quality, perceived value dan behavioral intention berada pada kategori tinggi. Selain itu, terdapat pengaruh positif antara service quality terhadap behavioral intention dan perceived value terhadap behavioral intention. Temuan ini menegaskan pentingnya kualitas pelayanan (service quality) dan juga persepsi nilai (perceived value) dalam mempengaruhi umpan balik perilaku atas kualitas layanan atau kualitas produk yang diberikan perusahaan. Oleh karena itu, JNE diharapkan untuk terus meningkatkan kualitas pelayanan sehingga menciptakan persepsi nilai yang positif yang mengakibatkan seseorang akan terus memakai JNE dan bahkan merekomendasikan berdasarkan pengalamannya memakai JNE. The purpose of this study was to look at the relationship between service quality and perceived value on behavioral intention for JNE users in the city of Bandung. The research method uses a quantitative approach with a survey method. Sample withdrawal using non-probability sampling technique with purposive sampling type as many as 310 respondents who use JNE goods delivery services in the city of Bandung. The data analysis technique uses Partial Least Square-Structural Equation Modeling (PLS-SEM) The findings show that the description of service quality, perceived value and behavioral intention is in the high category. In addition, there is a positive influence between service quality on behavioral intention and perceived value on behavioral intention. This finding confirms the importance of service quality and perceived value in influencing behavioral feedback on service quality or product quality provided by the company. Therefore, JNE is expected to continue to improve service quality so as to create a positive perceived value that results in someone will continue to use JNE and even recommend based on their experience using JNE.

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Official URL: https://repository.upi.edu/
Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/citations?view_op=new_profile&hl=id&authuser=1 ID Sinta Dosen Pembimbing: Vanessa Gaffar: 5993246 Asep Miftahuddin : 6750370
Uncontrolled Keywords: Kualitas pelayanan, Persepsi nilai, Niat perilaku Service Quality, Perceived Value, Behavioral Intention
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan)
Depositing User: Decky febry lasmana
Date Deposited: 09 Oct 2024 11:56
Last Modified: 09 Oct 2024 11:56
URI: http://repository.upi.edu/id/eprint/127164

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