Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Satisfaction

Rifky, Ari Farhanur (2020) Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Satisfaction. Other thesis, Universitas Komputer Indonesia.

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Official URL: http://elibrary.unikom.ac.id

Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Satisfaction pada mahasiswa Unikom pengguna mobile banking BNI. Metode yang digunakan dalam penelitian ini adalah metode Regresi berganda dengan pendekatan penelitian deskriptif dan verifikatif. Teknik pengambilan propability sampling dan nonpropability sampling dengan jumlah sampel 100 responden. Alat alat analisis yang digunakan adalah analisis regresi linier, uji T, uji F, dan koefisien determinasi yang diuji dengan asumsi klasik. Hasil penelitian berdasarkan analisis deskriptif menunjukan bahwa responden merasakan E-Service Quality yang baik dan E-Recovery Service Quality yang cukup baik serta tanggapan responden merasa baik dalam E-Satisfation. Sedangkan Analisa verifikatif menunjukan bahwa E-Service Quality secara parsial berpengaruh signifikan terhadap E-Satisfaction. E-Recovery Service Quality secara parsial berpengaruh signifikan terhadap E-Satisfaction. E-Service Quality Dan E-Recovery Service Quality secara simultan berpengaruh terhadap E-Satisfaction.

Item Type: Thesis (Other)
Uncontrolled Keywords: E-Service Quality, E-Recovery Service Quality, E-Satisfaction.
Subjects: 600_TECHNOLOGY. > 650_Management & Auxiliary Services.
Divisions: S1_SKRIPSI > FEB_Manajemen (12)
Depositing User: Mrs. Calis Maryani
Date Deposited: 23 Dec 2020 06:25
Last Modified: 23 Dec 2020 06:25
URI: http://elibrary.unikom.ac.id/id/eprint/3065

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