Analisis pengaruh platform quality, interaction quality, dan outcome quality terhadap intention to continue using melalui service satisfaction pada pelanggan gojek di Surabaya

Marvin, Sean (2018) Analisis pengaruh platform quality, interaction quality, dan outcome quality terhadap intention to continue using melalui service satisfaction pada pelanggan gojek di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Pembangunan ekonomi merupakan sebuah tolak ukur dalam pembangunan nasional. Sektor ekonomi selalu menjadi fokus pemerintah dalam melaksanakan pembangunan baik dalam skala pendek maupun dalam skala panjang. Bahkan setelah masa krisis sudah lewat, perbaikan dalam sektor perekonomian masih menjadi prioritas utama. Salah satu inovasi teknologi yang paling bermanfaat adalah internet. Dengan adanya internet, perusahaan dapat menjual produk atau jasanya secara online yang disebut dengan layanan e-commerce. Gojek adalah salah satu perusahaan yang bergerak di bidang tersebut. Kehadiran Gojek memudahkan konsumen dalam memesan ojek secara online dan kebutuhan lainnya. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Platform Quality, Interaction Quality, dan Outcome Quality terhadap Intention to Continue Using melalui Service Satisfaction. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar pengaruh Platform Quality, Interaction Quality, dan Outcome Quality sehingga meningkatkan Intention to Continue Using melalui Service Satisfaction yang pada akhirnya akan meningkatkan Intention to Continue Using dari perusahaan Gojek. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 105 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, mengetahui Gojek dan melakukan pemesanan ojek online melalui aplikasi Gojek minimal 2 kali dalam waktu tiga bulan terakhir. Hasil penelitian menunjukkan bahwa variabel Platform Quality berpengaruh signifikan terhadap Service Satisfaction dengan koefisien regresi sebesar 0.273; variabel Interaction Quality berpengaruh signifikan terhadap Service Satisfaction dengan koefisien regresi sebesar 0.302; variabel Outcome Quality berpengaruh signifikan terhadap Service Satisfaction dengan koefisien regresi sebesar 0.389; variabel Platform Quality berpengaruh signifikan terhadap Intention to Continue Using dengan koefisien regresi sebesar 0.84; variabel Interaction Quality berpengaruh signifikan terhadap Intention to Continue Using dengan koefisien regresi sebesar 0.67; variabel Outcome Quality berpengaruh positif tetapi tidak signifikan terhadap Intention to Continue Using dengan koefisien regresi sebesar 0.188; variabel Service Satisfaction berpengaruh signifikan terhadap Intention to Continue Using dengan koefisien regresi sebesar 0.893 / Economic development is a benchmark in national development. The economic sector has always been the government's focus in implementing development on both short and long-term scale. Even after the crisis has passed, improvement in the economic sector remains a top priority. One of the most useful technological innovations is the internet. With the internet, companies can sell their products or services online called e-commerce services. Gojek is one of the companies engaged in the field. The presence of Gojek makes it easy for consumers to order ojek online and other needs. This study aims to determine how the effect of Platform Quality, Interaction Quality, and Outcome Quality on Intention to Continue Using through Service Satisfaction. The expected benefit of this research is to increase the repertoire of science in the field of management, especially how big the influence of Platform Quality, Interaction Quality, and Outcome Quality so as to improve Intention to Continue Using through Service Satisfaction which will increase Intention to Continue Using from company Gojek. This research is a causal research. The research method used is quantitative method with data processing using AMOS. The data was collected by distributing questionnaires to 105 respondents with the characteristics of male and female respondents aged 18-60 years, knowing Gojek and ordering ojek online through application at least 2 times in the last three months. The results showed that the variables of Platform Quality significantly influence Service Satisfaction with regression coefficient of 0.273; Interaction Quality variables significantly influence Service Satisfaction with regression coefficient of 0.302; Outcome Quality variables significantly influence Service Satisfaction with regression coefficient of 0.389; Platform Quality variables significantly influence the Intention to Continue Using with regression coefficient of 0.84; Interaction Quality variables significantly influence the Intention to Continue Using with a regression coefficient of 0.67; Outcome Quality variable has positive but not significant effect on Intention to Continue Using with regression coefficient of 0.188; Service Satisfaction variables significantly influence the Intention to Continue Using with regression coefficient of 0.893

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