SIMANJUNTAK, TIKA M (2024) PENGARUH E-SERVICE QUALITY DAN E-PAYMENT YANG DI MEDIASI OLEH NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pelanggan Yang Menggunakan Aplikasi KFCKu). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research aims to analyze the influence of e-service quality and e-payment on customer satisfaction which is mediated by KFCku customer value. The population in this research is consumers who buy KFC products using the KFCku Application, the number of which is unknown. The sample used in this research was 185 respondents with an age range calculated using the Hair formula. The data collection method uses a survey method, with a g-form questionnaire research instrument. The sampling technique used purposive sampling and the approach used was Structural Equation Model (SEM) with the SmartPLS analysis tool. The research results show that eservice quality and e-payment have a partial effect on customer value, e-service quality, e-payment and customer value have a partial effect on customer satisfaction and e-service quality has a positive effect on customer satisfaction which is mediated by value customers and e-payment have a positive effect on customer satisfaction which is mediated by customer value. Penelitian ini bertujuan untuk menganalisi pengaruh e-service quality dan e-payment terhadap kepuasan pelanggan yang dimediasi oleh nilai pelanggan KFCku. Populasi dalam penelitian ini adalah konsumen yang membeli produk KFC menggunakan Aplikasi KFCku yang jumlahnya tidak di ketahui. Sampel yang digunakan dalam penelitian ini adalah sebanyak 185 responden dengan usia rentang dihitung menggunakan rumus Hair. Metode pengumpulan data menggunakan metode survei, dengan instrumen penelitian kuesioner g-form. Teknik pengambilan sampel menggunakan purposive sampling dan pendekatan yang digunakan adalah Structural Equation Model (SEM) dengan alat analisis SmartPLS. Hasil penelitian menunjukan bahwa e-service quality dan e-payment berpengaruh terhadap nilai pelanggan secara parsial, e-service quality, e-payment dan nilai pelanggan berpengaruh terhadap kepuasan pelanggan secara parsial dan e-service quality berpengaruh positif terhadap kepuasan pelanggan yang dimediasi oleh nilai pelanggan serta e-payment berpengaruh positif terhadap kepuasan pelanggan yang dimediasi oleh nilai pelanggan.
| Item Type: | Thesis (S1) |
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| Call Number CD: | FE/MJ. 24 281 |
| NIM/NIDN Creators: | 43121110093 |
| Uncontrolled Keywords: | E-Service Quality, E-Payment¸Nilai Pelanggan, Kepuasan Pelanggan |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | ANANDA NADIRA PUTRI |
| Date Deposited: | 23 Aug 2024 08:02 |
| Last Modified: | 24 Aug 2024 02:48 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/90663 |
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