PENGARUH PERCEIVED SECURITY, PERCEIVED EASE OF USE, DAN SERVICE QUALITY PADA LAYANAN OJEK ONLINE: GOJEK, MAXIM, DAN INDRIVE TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA REUSE INTENTION

ANANDA SEKAR AMALIA, . (2024) PENGARUH PERCEIVED SECURITY, PERCEIVED EASE OF USE, DAN SERVICE QUALITY PADA LAYANAN OJEK ONLINE: GOJEK, MAXIM, DAN INDRIVE TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA REUSE INTENTION. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menyelidiki hubungan antara perceived security, perceived ease of use, service quality, customer satisfaction, dan reuse intention dalam konteks layanan ojek online di DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif. Populasi yang ditargetkan dalam penelitian ini terdiri dari pengguna layanan ojek online seperti Gojek, Maxim, dan Indrive. Secara khusus, populasi yang dapat diakses mencakup pengguna Gojek, Maxim, dan Indrive yang berdomisili di DKI Jakarta. Dalam penelitian ini, peneliti menerapkan purposive sampling, yaitu metode sampling non-probabilitas. Terdapat 22 indikator dalam penelitian ini, dan penelitian ini menggunakan 150 sampel dengan 3 objek, artinya terdapat 50 sampel per objek. Penelitian dilakukan secara online menggunakan platform Microsoft Forms, dengan menggunakan kuesioner yang didistribusikan kepada pengguna Gojek, Maxim, dan Indrive di DKI Jakarta. Skala yang digunakan dalam penelitian ini adalah skala tipe Likert. Analisis data dilakukan menggunakan SEM PLS, yaitu metode statistik yang digunakan untuk menguji dan mengevaluasi model hubungan antar variabel. Dari total 30 hipotesis, 13 diterima dan memiliki dampak signifikan, sementara sisanya ditolak. Di antara 3 objek, variabel yang memiliki dampak signifikan pada semua objek adalah service quality terhadap customer satisfaction dan perceived ease of use terhadap reuse intention. Dan yang lainnya tidak memberikan hasil yang signifikan. Objek dengan hipotesis yang paling banyak diterima adalah Maxim, dengan 7 dari 10 hipotesis yang diterima atau signifikan. Sementara itu, untuk Gojek dan Indrive, hanya 3 dari 10 hipotesis yang diterima atau signifikan. Kata Kunci: Perceived security, perceived ease of use, service quality, customer satisfaction, dan reuse intention ***** This study aims to investigate the relationship between perceived security, perceived ease of use, service quality, customer satisfaction, and reuse intention in the context of online motorcycle services in DKI Jakarta. The study employs a quantitative approach. The population targeted in this research consists of users of online motorcycle services such as Gojek, Maxim, and Indrive. Specifically, the accessible population includes users of Gojek, Maxim, and Indrive residing in DKI Jakarta. In this study, the researcher applied purposive sampling, a type of non probability sampling method. There are 22 indicators in this research, and this study used 150 samples with 3 objects, meaning there are 50 samples per object. The study was conducted online using the Microsoft Forms platform, utilizing a questionnaire distributed to users of Gojek, Maxim, and Indrive in DKI Jakarta. The scale used in this study is a Likert-type scale. Data analysis was conducted using SEM PLS, a statistical method used to test and evaluate the model of relationships between variables. Out of a total of 30 hypotheses, 13 were accepted and had a significant impact, while the rest were rejected. Among the 3 objects, the variables that had a significant impact on all objects were service quality on customer satisfaction and perceived ease of use on reuse intention. The others were inconclusive. The object with the most accepted hypotheses was Maxim, with 7 out of 10 hypotheses being accepted or significant. Meanwhile, for Gojek and Indrive, only 3 out of 10 hypotheses were accepted or significant. Keyword: Perceived security, perceived ease of use, service quality, customer satisfaction, dan reuse intention

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Osly Usman, M.Bus. ; 2). Muhammad Fawaiq, M.Ec.Dev.
Subjects:	Manajemen > Manajemen , Business Manajemen > Pendidikan, Riset Penelitian Bisnis
Divisions:	FE > S1 Pendidikan Tata Niaga
Depositing User:	Users 25192 not found.
Date Deposited:	09 Aug 2024 00:32
Last Modified:	09 Aug 2024 00:32
URI:	http://repository.unj.ac.id/id/eprint/49450

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