Pengaruh E-S-Qual terhadap kepuasan pengguna Grab Car di Surabaya
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Institusion
Universitas Wijaya Kusuma Surabaya
Author
Cahyani, Silvi Ttri
Subject
HE Transportation and Communications
Datestamp
2019-08-22 03:38:17
Abstract :
ABSTRAK GrabCarmerupakanperusahaanasingdibidangtransportasijasa onlineyangsaatiniberkembangpesatdiindonesia.PeranGrabCar sangatmembantumasyarakatyangakanbepergian.GrabCarsendiri memilikikomitmenyaitumelayanipenumpangdengansebaik-baiknya supayapenumpangmerasakankepuasanterhadaplayananpengemudi GrabCar.PenelitiandilakukanpadapenumpangGrabCardiSurabaya. PenelitianinibertujuanmengetahuipengaruhE-S-Qualterhadappengguna ojekonlineGrabCar dalam memilihjasatransportasiGrabCar.Besar sampeldalam penelitianiniadalahsebanyak120orangrespondenyang diperolehdenganmenggunakananalisisregresiberganda.analisisdalam penelitianinimenggunakanbantuanaplikasiperangkatlunak(software) SPSS16forWindowsdimanaprosesdanhasilanalisisdatasebagai kesatuanlangkahdalam pengujianhipotesisvaliditasdanrealibilitas. dengankarakteristikrespondenyangdipilihsudahpernahmenggunakan layananGrabCar.SelanjutnyadilihatseberapabesarpengaruhE-SQualyang meliputi:efisiensi (efficiency), pemenuhan (fulfillment), ketersediaan sistem (system availability)danprivasi (privacy) dan penggunapadapengujianhipotesis.Hasilpenelitianmenyimpulkanbahwa variabelefisiensiberpengaruhdominanterhadapkepuasanpengguna. Katakunci:efisiensi(efficiency),pemenuhan(fulfillment),ketersediaan sistem(systemavailability)danprivasi(privacy)dankepuasanpeng ABSTRACT GrabCarisaforeigncompanyinthefieldofonlinetransportation servicesthatarecurrentlygrowingrapidlyinIndonesia.TheroleofGrab Carisveryhelpfulto thepeoplewho willtravel.Grab Caritselfis committed to serving passengers with the bestpossible so that passengersfeelsatisfactionwithGrabCardriverservice.Thestudywas conductedonGrabCarpassengersinSurabaya.Thisstudyaimsto determinetheeffectofE-SQualonusersofmotorcycleojekonlineGrab CarinchoosingtransportationservicesGrabCar.Samplesizeinthisstudy isasmuchas120respondentsobtainedbyusingmultipleregression analysis.analysisinthisstudyusingthehelpofsoftwareapplications (software)SPSS16forWindowswheretheprocessandresultsofdata analysisasaunitystepintestingthehypothesisofvalidityandreliability. withtheselectedrespondentcharacteristicsalreadyusingtheGrabCar service.Nextlook athow much influence E-S-Qualwhich include: efficiency(efficiency),fulfillment(fulfillment),system availability(privacy) andtheuseronhypothesistesting.Theresultsofthestudyconcludedthat theefficiencyvariableshaveadominanteffectonusersatisfaction. Keywords:efficiency,fulfillment,systemavailabilityandprivacyanduser satisfaction
ABSTRAK GrabCarmerupakanperusahaanasingdibidangtransportasijasa onlineyangsaatiniberkembangpesatdiindonesia.PeranGrabCar sangatmembantumasyarakatyangakanbepergian.GrabCarsendiri memilikikomitmenyaitumelayanipenumpangdengansebaik-baiknya supayapenumpangmerasakankepuasanterhadaplayananpengemudi GrabCar.PenelitiandilakukanpadapenumpangGrabCardiSurabaya. PenelitianinibertujuanmengetahuipengaruhE-S-Qualterhadappengguna ojekonlineGrabCar dalam memilihjasatransportasiGrabCar.Besar sampeldalam penelitianiniadalahsebanyak120orangrespondenyang diperolehdenganmenggunakananalisisregresiberganda.analisisdalam penelitianinimenggunakanbantuanaplikasiperangkatlunak(software) SPSS16forWindowsdimanaprosesdanhasilanalisisdatasebagai kesatuanlangkahdalam pengujianhipotesisvaliditasdanrealibilitas. dengankarakteristikrespondenyangdipilihsudahpernahmenggunakan layananGrabCar.SelanjutnyadilihatseberapabesarpengaruhE-SQualyang meliputi:efisiensi (efficiency), pemenuhan (fulfillment), ketersediaan sistem (system availability)danprivasi (privacy) dan penggunapadapengujianhipotesis.Hasilpenelitianmenyimpulkanbahwa variabelefisiensiberpengaruhdominanterhadapkepuasanpengguna. Katakunci:efisiensi(efficiency),pemenuhan(fulfillment),ketersediaan sistem(systemavailability)danprivasi(privacy)dankepuasanpeng ABSTRACT GrabCarisaforeigncompanyinthefieldofonlinetransportation servicesthatarecurrentlygrowingrapidlyinIndonesia.TheroleofGrab Carisveryhelpfulto thepeoplewho willtravel.Grab Caritselfis committed to serving passengers with the bestpossible so that passengersfeelsatisfactionwithGrabCardriverservice.Thestudywas conductedonGrabCarpassengersinSurabaya.Thisstudyaimsto determinetheeffectofE-SQualonusersofmotorcycleojekonlineGrab CarinchoosingtransportationservicesGrabCar.Samplesizeinthisstudy isasmuchas120respondentsobtainedbyusingmultipleregression analysis.analysisinthisstudyusingthehelpofsoftwareapplications (software)SPSS16forWindowswheretheprocessandresultsofdata analysisasaunitystepintestingthehypothesisofvalidityandreliability. withtheselectedrespondentcharacteristicsalreadyusingtheGrabCar service.Nextlook athow much influence E-S-Qualwhich include: efficiency(efficiency),fulfillment(fulfillment),system availability(privacy) andtheuseronhypothesistesting.Theresultsofthestudyconcludedthat theefficiencyvariableshaveadominanteffectonusersatisfaction. Keywords:efficiency,fulfillment,systemavailabilityandprivacyanduser satisfaction
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