ADAM MUALIM, . (2021) PENGARUH KUALITAS PELAYANAN ELEKTRONIK, KUALITAS PRODUK, DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN LAYANAN PEMESANAN MAKANAN ONLINE MCDELIVERY. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Tujuan penelitian ini adalah untuk mengetahui bagaimana hubungan antara kualitas pelayanan elektronik, kualitas produk, dan nlai yang dirasakan terhadap kepuasan pelanggan layanan pemesanan makanan online McDelivery di wilayah Jakarta. Penelitian ini dilakukan selama kurang lebih 6 bulan sejak Agustus 2020 hingga Januari 2021. Metode penelitian yang digunakan adalah metode survei dengan menyebarkan kuesioner kepada responden menggunakan Google Form. Data yang digunakan dalam penelitian ini merupakan data kuantitatif disertai dengan analisis data regresi linear berganda. Populasi yang digunakan dalam penelitian ini adalah masyarakat di wilayah Jakarta yang merupakan pelanggan McDelivery. Dalam pengambilan sampel digunakan teknik purposive sampling sebanyak 200 responden. Pada uji linearitas yang dilakukan dalam penelitian didapatkan hasil bahwa kualitas pelayanan elektronik, kualitas produk, dan nilai yang dirasakan memiliki nilai linearitas < 0,05 sehingga dapat disimpulkan bahwa hasil tersebut linear. Selain itu, pada uji regresi linear berganda didapatkan persamaan Ŷ = 10,372 + 0,236X1 + 0,253X2 + 0,311X3. Pada uji f yang dilakukan didapatkan nilai sig < 0,05 yang dapat disimpulkan bahwa terdapat pengaruh simultan . Selain itu, pada uji t nilai sig < 0,05 dan nilai t hitung > t tabel, hal ini membuktikan bahwa terdapat pengaruh positif dan signifikan. Pada perhitungan koefisiensi determinasi didapatkan nilai 0,811 yang artinya variabel kualitas pelayanan elektronik, kualitas produk, dan nilai yang dirasakan memiliki pengaruh 81,1% terhadap kepuasan pelanggan, sedangkan sisanya sebesar 18,9% dipengaruhi oleh variabel-variabel lain diluar model regresi ini. The purpose of this study was to determine the relationship between electronic service quality, product quality, and perceived value on customer satisfaction in McDelivery's online food ordering service in the Jakarta area. This research was conducted for approximately 6 months from August 2020 to January 2021. The research method used was a survey method by distributing questionnaires to respondents using Google Form. The data used in this study are quantitative data accompanied by multiple linear regression data analysis. The population used in this study are people in the Jakarta area who are McDelivery customers. The sampling technique used was purposive sampling as many as 200 respondents. In the linearity test carried out in the study, it was found that the electronic service quality, product quality, and perceived value had a linearity value <0.05, so it could be concluded that the results were linear. In addition, in the multiple linear regression test, the equation Ŷ = 10.372 + 0.236X1 + 0.253X2 + 0.311X3 is obtained. In the f test carried out, it was obtained a sig value <0.05, which can be concluded that there was a simultaneous effect. In addition, in the t test the sig <0.05 and the t value> t table, this proves that there is a positive and significant effect. In the calculation of the coefficient of determination, the value is 0.811, which means that the variables of electronic service quality, product quality, and perceived value have an effect of 81.1% on customer satisfaction, while the remaining 18.9% is influenced by other variables outside this regression model.
Item Type: | Thesis (Sarjana) |
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Additional Information: | 1). Ryna Parlyna, M.B.A ; 2). Terrylina Arvinta Monoarfa, S.E., M.M |
Subjects: | Manajemen > Manajemen , Business |
Divisions: | FE > S1 Pendidikan Tata Niaga |
Depositing User: | Users 9104 not found. |
Date Deposited: | 23 Feb 2021 10:13 |
Last Modified: | 23 Feb 2021 10:13 |
URI: | http://repository.unj.ac.id/id/eprint/12993 |
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