Analisis pengaruh e-trust dan e-satisfaction terhadap attitudinal loyalty dan behavioural loyalty pada mahasiswa perguruan tinggi swasta pengguna synchronous online learning microsoft teams di Surabaya

Putri, Averia Lana Benita (2021) Analisis pengaruh e-trust dan e-satisfaction terhadap attitudinal loyalty dan behavioural loyalty pada mahasiswa perguruan tinggi swasta pengguna synchronous online learning microsoft teams di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Perkembangan dari teknologi di Indonesia kian meningkat setiap tahunnya, terutama pada tahun 2020 awal Indonesia dilanda pandemic covid-19 yang menyebabkan kegiatan di berbagai bidang terganggu terutama bidang pendidikan. Salah satu bidang pendidikan yang terganggu adalah perguruan tinggi. Perguruan tinggi pada akhirnya membuat system pembelajaran secara online dengan menggunakan teknologi yang ada yaitu asynchronous online learning Moodle dan synchronous online learning Microsoft Teams. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari faktor apa saja yang mempengaruhi E - satisfaction dan E-trust terhadap behavioural loyalty dan attitudinal loyalty pada pengguna Microsoft Teams di Surabaya. Manfaat dari penelitian ini adalah untuk menambah wawasan khususnya untuk mengetahui seberapa besar pengaruh dari e-trust dan satisfaction sehingga dapat meningkatkan behavioural loyalty attitudinal loyalty. Penelitian ini bersifat kausal dengan menggunakan metode kuantitatif dan diolah dengan bantuan program statistik yaitu SPSS versi 22.0. Pengumpulan data dilakukan dengan penyebaran kuesioner menggunakan teknik snowball sampling kepada 164 responden dengan karakteristik responden yaitu berjenis kelamin baik pria maupun wanita, bertempat tinggal di Surabaya, berusia 18-60 tahun (Kotlerdan Amstrong, 2009), mahasiswa S1 atau S2 perguruan tinggi swasta di Surabaya, menggunakan Moodle atau Microsoft Teams minimal dua kali dalam seminggu terakhir, pernah menghubungi customer service (ICT) saat terjadi error, hingga saat ini masih menggunakan Microsoft Teams Kata Kunci: e-trust, e-satisfaction, behavioural loyalty dan attitudinal loyalty / The development of technology in Indonesia is increasing every year, especially in early 2020 Indonesia was hit by the COVID-19 pandemic which caused activities in various fields to be disrupted, especially in the education sector. One of the areas of education that is disrupted is universities. Universities eventually created an online learning system using existing technologies, namely synchronous online learning Microsoft Teams. The purpose of this study was to determine the effect of what factors affect E-satisfaction and E-trust on behavioral loyalty and attitudinal loyalty to Moodle and Microsoft Teams users in Surabaya. The benefit of this research is to add insight, especially to find out how much influence e-trust and satisfaction have so that they can increase behavioral loyalty attitudinal loyalty. This research is causal by using quantitative methods and processed with the help of a statistical program, namely SPSS version 22.0. Data was collected by distributing questionnaires using snowball sampling technique to 164 respondents with the characteristics of the respondents, namely, both male and female, residing in Surabaya, aged 18-60 years (Kotler and Armstrong, 2009), undergraduate or postgraduate students at private universities in Indonesia. Surabaya, using Moodle or Microsoft Teams at least twice in the last week, has contacted customer service (ICT) when an error occurs, until now still using Microsoft Teams. Key Words: e-trust, e-satisfaction, behavioural loyalty dan attitudinal loyalty

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Putri, Averia Lana BenitaNIM02011180076flacthena.co@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAmelia, Dr. Amelia, S.E., RFP-I,M.M.0715128701UNSPECIFIED
Thesis advisorSuryaputra, Dr. Ronald, S.T.,M.M.0720097804UNSPECIFIED
Uncontrolled Keywords: e-trust; e-satisfaction; behavioural loyalty; attitudinal loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management
Current > Faculty/School - UPH Surabaya > Business School > Management
Depositing User: Users 5462 not found.
Date Deposited: 30 Nov 2021 08:41
Last Modified: 16 Mar 2022 13:42
URI: http://repository.uph.edu/id/eprint/43003

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