Dampak dimensi e-service quality go-pay terhadap customer loyalty di masa pandemi melalui interaksi customer satisfaction = The impact of e-service quality go-pay dimensions on customer loyalty during the pandemic through customer loyalty interactions in the pandemic period through customer satisfaction interactions

Rahayu, Chindy Aulya (2021) Dampak dimensi e-service quality go-pay terhadap customer loyalty di masa pandemi melalui interaksi customer satisfaction = The impact of e-service quality go-pay dimensions on customer loyalty during the pandemic through customer loyalty interactions in the pandemic period through customer satisfaction interactions. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini menggunakan Go-pay untuk mengetahui “Dampak Dimensi E- Service Quality Go-Pay Terhadap Customer Loyality di Masa Pandemi Melalui Interaksi Customer Loyality di Masa Pandemi Melalui Interaksi Customer Satisfaction”. Menurut hasil observasi awal yang dilakukan oleh peneliti, ditemukan adanya fenomena masyarakat yang menggunakan layanan aplikasi Go- Jek untuk melakukan pembayaran nontunai melalui Go-Pay karena tertarik denganberbagai keuntungan dan kemudahan penggunaan. Penelitian ini menggunakan Go- Pay yang berada dibawah naungan PT Gojek dipilih sebagai perusahaan yang akan diteliti. Penelitian ini mengunakan metode menyebarkan kuesioner untuk memperoleh data dan kemudian diukur menggunakan program Smart PLS 3.0. Penyebaran kuesioner sendiri dilakukan secara online dengan memanfaatkan social media seperti WhatsApp, Line, Instagram dan Twitter. Sebanyak 284 responden turut berpartisipasi dalam penelitian ini yang telah dilakukan pada bulan Januari- April 2021 Hasil dari penelitian ini menyimpulkan bahwa dari ke-sembilan hipotesis yang telahdi uji membuktikan bahwa tidak terdapat hubungan antara Reability, Privacy dan Security, Customer Service dan Support terhadap kepuasan konsumen serta Privacy dan Security terhadap loyalitas konsumern. Di sisi lain, terdapat hubungan antara Website Design, Customer Service dan Support terhadap kepuasan konsumen serta Realibility, Website Design, Customer Service dan Support dan Keputusan Konsumen terhadap Loyalitas Konsumen.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Rahayu, Chindy AulyaNIM01011170366chindyaulya92@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorBerlianto, Margaretha PinkNIDN0327037904magaretha.berlianto@uph.edu
Uncontrolled Keywords: E-service Quality; Realibility; Privacy dan Security; Website Design; Customer Service dan Support; Customer Satisfaction; Customer Loyalty; Go-pay
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Users 17917 not found.
Date Deposited: 05 Jul 2021 04:02
Last Modified: 05 Jul 2021 04:02
URI: http://repository.uph.edu/id/eprint/40357

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