GDL

Influence of Electronic Service Quality (E-Service Quality) towards User Satisfaction on Android based OLX Application

Tugas Akhir, 010 / 2017 / BA
Undergraduate Theses from JBPTPPOLBAN / 2018-09-03 15:05:19
Oleh : Ilham Maulana - 135254013 (maulanailham1995@yahoo.com)
Dibuat : 2017-11-15, dengan 4 file

Keyword : E-service quality, Kepuasan pengguna, Android
Subjek : E-service quality, User satisfaction, Android

Perkembangan m-commerce di Indonesia sangatlah pesat seiring dengan semakin banyaknya pengguna ponsel pintar (smartphone) android dan banyak perusahaan mengembangkan aplikasi berbasis sistem operasi terbuka seperti android untuk menghadirkan layanan m-commerce, salah satunya OLX. Hasil survey pra-penelitian terhadap 70 responden melaporkan 49% pengguna menyatakan "Tidak puas", 37% pengguna menyatakan "Puas", dan 14% "Netral". Banyaknya pengguna yang menyatakan "Tidak Puas" mendorong penelitian secara kuantitatif untuk mengetahui kualitas pelayanan elektronik (e-service quality) dan kepuasan pengguna aplikasi OLX versi android. Teknik pengumpulan sampel menggunakan accidental sampling dengan 200 responden pengguna aplikasi OLX. Hasil analisis data menunjukan e-service quality dan kepuasan pengguna apliasi OLX versi android berada di kategori "Baik" dengan+ mean masing-masing 3,87 dan 3,59. Terdapat hubungan positif e-service quality terhadap kepuasan pengguna dengan r = 0.589 dan e-service quality berpengaruh terhadap kepuasan pengguna sebesar 35,5% dengan r square = 0,355. Persamaan garis regresi sederhana yang terbentuk adalah Y = -0,587 + 0,060X. Kata kunci: E-service quality, Kepuasan pengguna, Android.

Deskripsi Alternatif :

The development of m-commerce in Indonesia is very fast along with the increasing number of smartphone users and many companies develop applications based on open operating systems like android to bring m-commerce services, one of them OLX. The results of a pre-survey survey of 70 respondents reported 49% of users stated "Unsatisfied", 37% of users stated "Satisfied", and 14% "Neutral". The large number of users who stated "Dissatisfied" has encouraged quantitative research to determine the quality of electronic services (e-service quality) and user satisfaction OLX android application version. The sample collection using accidental sampling with 200 respondents OLX application users. The results of data analysis show e-service quality and application satisfaction OLX version of android is in the category of "Good" with the mean respectively 3.87 and 3.59. There is a positive relationship of e-service quality to user satisfaction with r = 0.589 and e-service quality affecting user satisfaction equal to 35,5% with r square = 0,355. The equation of the linear regression line formed is Y = -0.587 + 0.060X. Keywords: E-service quality, User satisfaction, Android.

Beri Komentar ?#(0) | Bookmark

Properti	Nilai Properti
ID Publisher	JBPTPPOLBAN
Organisasi
Nama Kontak	Erlin Arvelina
Alamat	Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
Kota	Bandung
Daerah	Jawa Barat
Negara	Indonesia
Telepon	022 201 3789 ext. 168, 169, 239
Fax	022 201 3889
E-mail Administrator	erlin.arvelina@polban.ac.id
E-mail CKO	erlin.arvelina@polban.ac.id