JUNAIDI, FAISHAL HAQ (2020) Pengaruh Efisiensi, Keandalan, dan Daya Tanggap Terhadap Kepuasan Pada Pengguna Aplikasi Redkendi. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research aimed to analyze the influence of efficiency, reliability, and responsiveness on e-satisfaction in users of application Redkendi. The population was 33 companies which have made transactions through the online platform of PT Redkendi Andalan Mitra with 99 respondents. The data analysis technique used is multiple linear regression analysis using SPSS 25. The results showed that efficiency, reliability and responsiveness had both partially and simultaneously give positive impact and significant on customer satisfaction. The results of this research could be considered by companies to determine policies that can be taken to increase customer satisfaction. The research suggest the next research to be done with additional variable which is explaining customer satisfaction and its impact for loyal customer. Therefore. Researcher suggested priority scale to focus on improvement in terms of system auto reply based on result of inter dimention correlations. Keywords: efficiency, reliability, responsiveness, e-satisfaction. Penelitian ini bertujuan untuk menganalisa pengaruh efisiensi, keandalan, dan daya tanggap terhadap kepuasan pada pengguna aplikasi Redkendi. Populasi pada penelitian ini adalah 33 perusahaan yang sudah melakukan transaksi melalui platform online PT Redkendi Andalan Mitra dengan jumlah 99 responden. Teknik analisis data yang digunakan adalah analisis regeresi linier berganda dengan menggunakan SPSS 25. Hasil penelitian menunjukkan bahwa efisiensi, keandalan, dan daya tanggap secara parsial berpengaruh positif dan signifikan terhadap kepuasan dan keduanya simultan berpengaruh positif dan signifikan. Saran managerial hasil penelitian ini yaitu menambahkan variabel kepuasan yang berpengaruh terhadap loyalitas customer. Peneliti juga memberikan saran skala prioritas fokus pada peningkatan dalam hal daya tanggap sistem secara otomatis yang diperoleh berdasarkan uji korelasi antara dimensi. Kata kunci: efisiensi, keandalan, daya tanggap, kepuasan.
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