The influence of reliability and efficiency towards customer satisfaction on M-Tix users

Raymond, Raymond (2022) The influence of reliability and efficiency towards customer satisfaction on M-Tix users. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

M-Tix is an online ticket purchase service for 21/XXI cinema. The company is currently experiencing a decline in customer satisfaction. The purpose of this research is to reveal whether there is an influence of reliability and efficiency towards customer satisfaction. Based on the Google Play Reviews, the M-Tix application received only 3.9 star rating out of 5 with 44 thousand users rated, overall many complaints were written on the reviews. From the results of Google Play Reviews by several unsatisfied M-Tix customers, it is known that the problems faced by M-Tix are unreliability such as displaying the incorrect show time, hidden fee such as 5000 rupiah for top-up inaccurate notifications, inefficiency due to asking too much personal data, etc. Quantitative research with descriptive and causal methods was used to analyze a sample of 111 respondents. The respondents were active users of M-Tix app which were taken using purposive sampling with non-probability sampling. The distribution of questionnaires has passed the validity and reliability test. The tested data also passed the normality test, heteroscedasticity test, multicollinearity test, and multiple linear regression. This research indicates that reliability and efficiency simultaneously influence the customer satisfaction of M-Tix users. Reliability partially does not have significant influence on customer satisfaction meanwhile the efficiency partially has a significant influence on customer satisfaction on M-Tix users./M-Tix adalah layanan pembelian tiket bioskop 21/XXI secara online. Perusahaan saat ini sedang mengalami penurunan kepuasan pelanggan. Tujuan dari penelitian ini adalah untuk mengetahui apakah ada pengaruh kehandalan dan efisiensi terhadap kepuasan pelanggan. Berdasarkan Ulasan Google Play, aplikasi M-Tix hanya mendapat peringkat 3,9 bintang dari 5 dengan peringkat 44 ribu pengguna, secara keseluruhan banyak keluhan ditulis di ulasan. Dari hasil Google Play Review oleh beberapa pelanggan M-Tix yang kurang puas diketahui bahwa permasalahan yang dihadapi M-Tix adalah tidak dapat diandalkan seperti tampilan waktu tayang yang salah, biaya tersembunyi seperti 5000 rupiah untuk isi ulang, notifikasi yang tidak akurat, inefisiensi. karena meminta terlalu banyak data pribadi, dll. Penelitian kuantitatif dengan metode deskriptif dan kausal digunakan untuk menganalisis sampel sebanyak 111 responden. Responden adalah pengguna aktif aplikasi M-Tix yang diambil secara purposive sampling dengan non-probability sampling. Penyebaran kuesioner telah melewati uji validitas dan reliabilitas. Data yang diuji juga lolos uji normalitas, uji heteroskedastisitas, uji multikolinearitas, dan regresi linier berganda. Hasil penelitian ini menunjukkan bahwa keandalan dan efisiensi secara simultan berpengaruh terhadap kepuasan pelanggan pada pengguna M-Tix. Keandalan secara parsial tidak berpengaruh signifikan terhadap kepuasan pelanggan sedangkan efisiensi secara parsial berpengaruh signifikan terhadap kepuasan pelanggan pada pengguna M-Tix.

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