Pengaruh Faktor Kualitas Layanan Aplikasi J&T Express terhadap Kepuasan Pelanggan, Niat Beli, dan Pembelian Aktual
Keywords:
Kegunaan yang Dirasakan, Kemudahan yang Dirasakan, Kualitas Servis, Kepuasan Pelanggan, Niat Beli Pelanggan, Pembelian Aktual
AbstractPenelitian ini bertujuan untuk mengeksplorasi hubungan faktor kualitas layanan; technology acceptance model (kegunaan yang dirasakan dan kemudahan yang dirasakan), service quality (desain situs web, keandalan, dan daya tanggap), kepuasan pelanggan, niat beli pelanggan, dan pembelian aktual khususnya pada karyawan yang berumur 19 tahun yang telah melakukan pembelian jasa sebelumnya di aplikasi J&T Express di Indonesia. Penelitian ini dilakukan di Indonesia pada bulan Juni 2023 sampai Agustus 2023. Proses pengumpulan data dilakukan dengan menyebar kuesioner secara online melalui media WhatsApp. Selanjutnya, penelitian ini menggunakan metode purposive sampling dan dihitung dengan rumus Hair untuk menentukan responden. Penelitian ini dilakukan pada 125 karyawan yang berumur 19 tahun yang telah melakukan pembelian jasa sebelumnya di aplikasi J&T Express di Indonesia. Data yang diperoleh dianalisis dengan menggunakan metode structural equation model (SEM) Partial Least Square. Hasil dari penelitian ini menunjukkan pengaruh positif dari faktor kualitas layanan; technology acceptance model (perceived usefulness & perceived ease of use), service (website design, reliability dan responsiveness), terhadap kepuasan pelanggan, niat beli pelanggan, dan pembelian aktual. Berikutnya, perceived usefulness, perceived ease of use, website design berpengaruh positif pada kepuasan pelanggan dan niat beli pelanggan. Tidak kalah penting dari temuan sebelumnya, pada penelitian ini juga membuktikan bahwa reliability dan responsiveness tidak memiliki pengaruh positif terhadap kepuasan pelanggan dan niat beli pelanggan. Downloads
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Published
2023-09-30
Section
Articles
How to Cite
Elciano, A. B., Atmaja, D. R., Rojuaniah, R., Hafidz, I. L. H., & Trianda, F. (2023). Pengaruh Faktor Kualitas Layanan Aplikasi J&T Express terhadap Kepuasan Pelanggan, Niat Beli, dan Pembelian Aktual. Jurnal Informatika Ekonomi Bisnis, 5(3), 844-851. https://doi.org/10.37034/infeb.v5i4.673
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