Tantowi, Raden Achmad Haris (2021) PENGARUH KEMUDAHAN PENGGUNAAN, KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP KEPUTUSAN NASABAH DALAM MENGGUNAKAN APLIKASI PEGADAIAN DIGITAL SERVICE (PDS). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
Tujuan utama dari penelitian ini adalah untuk mengetahui Pengaruh Kemudahan Penggunaan, Kepercayaan dan Kepuasan Nasabah Terhadap Keputusan Nasabah dalam menggunakan aplikasi Pegadaian Digital Service dengan menggunakan pendekatan deskriptif kuantitatif. Data dalam penelitian diperoleh dari 100 responden yang merupakan nasabah pegadaian. Analisis data dalam penelitian ini menggunakan metode alternatif dari structural equation modeling (SEM) yaitu partial least square (PLS) yang melakukan pengolahan uji pengukuran dan uji structural serta hipotesis penelitian. Tahap pertama dalam penelitian ini untuk menguji validitas pertanyaan setiap variabel berikut dengan reliabilitasnya. Tahap kedua menguji hubungan antara Kemudahan Penggunaan, Kepercayaan dan Kepuasan Nasabah Terhadap Keputusan Nasabah. Hasil dari penelitian ini menyatakan bahwa variabel Kemudahan Penggunaan, Kepercayaan dan Kepuasan Nasabah secara parsial berpengaruh positif dan signifikan terhadap Keputusan Nasabah dalam menggunakan aplikasi Pegadaian Digital Service. Kata Kunci: Kemudahan Penggunaan, Kepercayaan, Kepuasan Nasabah, Keputusan Nasabah The main purpose of this study is to determine the effect of Ease of Use, Trust and Customer Satisfaction on Customer Decisions in using the Pegadaian Digital Service application using a quantitative descriptive approach. The data in the study were obtained from 100 respondents who are pawnshop customers. Data analysis in this study used an alternative method of structural equation modeling (SEM), namely partial least squares (PLS) which carried out the processing of measurement tests and structural tests as well as research hypotheses. The first stage in this research is to test the validity of each variable's questions along with their reliability. The second stage examines the relationship between Ease of Use, Trust and Customer Satisfaction with Customer Decisions. The results of this study state that the variables of Ease of Use, Trust and Customer Satisfaction partially have a positive and significant effect on Customer Decisions in using the Pegadaian Digital Service application. Keywords: Ease of Use, Trust, Customer Satisfaction, Customer Decision
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 43117120268 |
| Uncontrolled Keywords: | Ease of Use, Trust, Customer Satisfaction, Customer Decision Kemudahan Penggunaan, Kepercayaan, Kepuasan Nasabah, Keputusan Nasabah |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | MYTHA ALVIANA SARI |
| Date Deposited: | 23 Apr 2022 04:03 |
| Last Modified: | 23 Apr 2022 04:03 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60440 |
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