Febri Wulandari, - (2024) PENGARUH SELF SERVICE TECHNOLOGY QUALITY TERHADAP CUSTOMER SATISFACTION: Survei Pada Penumpang Kereta Api Yang Menggunakan Aplikasi Mobile Access By KAI. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Penelitian ini memiliki tujuan untuk mengetahui pengaruh self service technology quality terhadap customer satisfaction yang dilakukan pada penumpang kereta api yang menggunakan aplikasi mobile Access by KAI. Self service technology quality merupakan variable bebas atau independent yang terdiri dari beberapa sub-variable atau dimensi yaitu yang terdiri dari fungtionality, enjoyment, security/privacy, Design, Convinience, Customization, dan customer satisfaction sebagai variable terikat atau dependen. Metode penelitian yang digunakan adalah metodi kuantitatif dengan jenis penelitian yaitu Deskriptif dan Verifikatif melalui metode explanatory survey. Data dalam penelitian menggunakan data primer dengan pengambilan sampel sebanyak 115 responden yaitu responden merupakan pengguna dari aplikasi Access by KAI. Teknik analisis data yang digunakan adalah regresi berganda dengan aplikasi SPSS 24 sebagai alat bantu. Hasil penelitian mengungkapkan bahwa secara simultan terdapat pengaruh yang signifikan antara self service technology quality terhadap customer satisfaction. Kemudian secara parisal, terdapat sub variable atau dimensi yaitu fungtionality dan customization yang berpengaruh secara signifikan terhadap customer satisfaction, namun sub variable atau dimensi enjoyment, security/privacy, Design, Convinience, tidak terdapat pengaruh yang signifikan terhadap customer satisfaction. This research aims to determine the effect of self-service technology quality on customer satisfaction for train passengers who use the Access by KAI mobile application. Self service technology quality is a free or independent variable which consists of several sub-variables or dimensions, namely those consisting of functionality, enjoyment, security/privacy, design, convenience, customization, and customer satisfaction as the dependent variable. The research method used is a quantitative method with research types namely Descriptive and Verification using the explanatory survey method. The data in the research used primary data with a sample of 115 respondents, namely the respondents were users of the Access by KAI application. The data analysis technique used is multiple regression with the SPSS 24 application as a tool. The research results reveal that simultaneously there is a significant influence between self-service technology quality on customer satisfaction. Then in parisal terms, there are sub variables or dimensions, namely functionality and customization, which have a significant influence on customer satisfaction, but sub variables or dimensions of enjoyment, security/privacy, design, convenience, do not have a significant influence on customer satisfaction.
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S_MPP_2004615_Title.pdf Download (1MB) |
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S_MPP_2004615_Chapter1.pdf Download (352kB) |
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S_MPP_2004615_Chapter2.pdf Restricted to Staf Perpustakaan Download (515kB) |
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S_MPP_2004615_Chapter3.pdf Download (544kB) |
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S_MPP_2004615_Appendix.pdf Restricted to Staf Perpustakaan Download (2MB) |
| Item Type: | Thesis (S1) |
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| Additional Information: | https://scholar.google.com/citations?view_op=new_profile&hl=en ID SINTA Dosen Pembimbing: Yeni Yuniawati: 6146618 Oce Ridwanudin: 6681229 |
| Uncontrolled Keywords: | Self service technology quality, Customer Satisfaction, Access by KAI Self service technology quality, Customer Satisfaction, Access by KAI |
| Subjects: | H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce L Education > L Education (General) |
| Divisions: | Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata |
| Depositing User: | Febri Wulandari |
| Date Deposited: | 23 Oct 2024 05:46 |
| Last Modified: | 23 Oct 2024 05:46 |
| URI: | http://repository.upi.edu/id/eprint/127389 |
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