PENGUKURAN KUALITAS LAYANAN ELEKTRONIK PADA LAYANAN TRANSPORTASI ONLINE: STUDI KASUS PENGGUNA GO-JEK DI SURAKARTA

Yosephine Angelina Yulia(1*) , Cahyani Tunggal Sari(2)


(1) STIE AUB Surakarta
(2) STIE AUB Surakarta
(*) Corresponding Author

Abstract


Tujuan penelitian ini adalah untuk mengetahui dan memberikan bukti empiris bahwa Kualitas Layanan Elektronik berpengaruh signifikan terhadap Kepuasan Konsumen pengguna produk aplikasi Gojek Penelitian ini merupakan penelitian Deskriptif Kuantitatif. Ruang Lingkup penelitian di Surakarta. Pengambilan sampel dilakukan dengan purposive sampling memilih sampel dengan tujuan tertentu secara subyektif peneliti sesuai kriteria-kriteria yang ditetapkan dan harus dipenuhi oleh sampel. Jumlah sampel dalam penelitian ini berjumlah 215 reponden pengguna aplikasi Gojek yang ada di Surakarta. Metode analisis yang digunakan adalah regresi linier berganda. Hasil pengujian  hipotesis  penelitian  ini  menunjukan  bahwa  variabel  Kualitas layanan  dan  kualitas  sistem berpengaruh positif dan signifikan terhadap Kepuasan konsumen, variabel kualitas informasi tidak berpengaruh dan tidak signifikan terhadap Kepuasan Konsumen


Keywords


Kualitas Layanan, Transpotasi online, Kepuasan Konsumen

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DOI: https://doi.org/10.36587/probank.v4i2.510

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