Pengaruh Kualitas Layanan, Pemanfaatan Teknologi Informasi, E-Service Terhadap Kepuasan Dan Loyalitas Pelanggan Ojek Online Di Medan

Zulfianto, Achmad (2019) Pengaruh Kualitas Layanan, Pemanfaatan Teknologi Informasi, E-Service Terhadap Kepuasan Dan Loyalitas Pelanggan Ojek Online Di Medan. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to determine the effect of Service Quality, Utilization of Information Technology, E-Service to Satisfaction and Loyalty Customer. The sample technique used judgement sampling the service users of Grab and Gojek in Medan city. A total sample size of 100 respondents and collection method with questionnaire was adequate for this study. Structural Equation Modeling (SEM) was used to analyze the influence of the services quality, utilization of information technology and e-serviceto the satisfaction and loyalty with progam Warp-PLS 5.0. The results from this study indicate service quality and utilization of information technology not significant effect on satisfaction customers. But e-service had a significant effect on satisfaction of customers and satisfaction of customers had a significant effect on loyalty customers. This is of course a consideration for every service provider improving the services provided to customers is leading better than other transportation. Thus ojek online are the main choice for people in choosing transportation. Keywords: Service Quality, Utilization of Information Technology, E-Service, Satisfaction Customers, Loyalty Customers, Transportasi Online

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 21 Oct 2019 02:12
Last Modified: 21 Oct 2019 02:12
URI: http://eprints.perbanas.ac.id/id/eprint/5115

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