PENGARUH PERCEIVED SECURITY DAN PERCEIVED USEFULNESS TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING: STUDI KASUS E-WALLET

FITRI SINTYA DEWI, . (2021) PENGARUH PERCEIVED SECURITY DAN PERCEIVED USEFULNESS TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING: STUDI KASUS E-WALLET. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk menguji pengaruh perceived security terhadap customer satisfaction, pengaruh perceived usefulness terhadap customer satisfaction, pengaruh customer satisfaction terhadap customer loyalty, pengaruh perceived security terhadap customer loyalty, pengaruh perceived usefulness terhadap customer loyalty, pengaruh perceived security terhadap customer loyalty melalui customer satisfaction sebagai intervening, pengaruh perceived usefulness terhadap customer loyalty melalui customer satisfaction sebagai intervening, pada pengguna aplikasi e-wallet DANA. Metode pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Penelitian ini menggunakan jumlah sampel sebanyak 200 responden dengan kriteria berdomisili di wilayah JABODETABEK, dan pernah melakukan pembayaran melalui aplikasi e-wallet DANA. Teknik analisis data menggunakan SPSS versi 25 dan SEM (Structural Equation Model) dari paket statistik LISREL versi 8.8 untuk mengolah dan menganalisis data hasil penelitian. Hasil pengujian hipotesis pada penelitian ini menunjukkan semua hipotesis memiliki pengaruh positif signifikan. Kata Kunci: Perceived Security, Perceived Usefulness, Customer Satisfaction, Customer Loyalty, E-Wallet DANA The purpose of this research are to test whether perceived security affects to customer satisfaction, perceived usefulness affects to customer satisfaction, customer satisfaction affects to customer loyalty, perceived security affects to customer loyalty, perceived usefulness affects to customer loyalty, perceived security affects to customer loyalty with customer satisfaction as an intervening, perceived usefulness affects to customer loyalty with customer satisfaction as an intervening, for e-wallet DANA application users. Methods of data collection using survey method with the instrument in the form of questionnarie. The sample of this study are 200 respondents with criteria domiciled in the JABODETABEK, and was using e-wallet DANA application for payments. Technical analysis of data using SPSS version 25 and SEM (Structural Equation Model) from the LISREL version 8.8 statistical package to process and analyze the research data. The results of hypothesis testing in this study indicate that all hypothesis have a significant positive effect. Keywords: Perceived Security, Perceived Usefulness, Customer Satisfaction, Customer Loyalty, E-Wallet DANA

Item Type:	Thesis (Sarjana)
Additional Information:	1. Dr. Mohamad Rizan, M.M. 2. Ika Febrilia, SE, M.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 9569 not found.
Date Deposited:	18 Mar 2021 06:42
Last Modified:	18 Mar 2021 06:43
URI:	http://repository.unj.ac.id/id/eprint/15039

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