Pengaruh Customer Experience dan E-Servqual terhadap Customer Satisfaction pada Pengguna Jasa Transportasi Online inDrive di Kota Bekasi

Riadi, Riadi (2024) Pengaruh Customer Experience dan E-Servqual terhadap Customer Satisfaction pada Pengguna Jasa Transportasi Online inDrive di Kota Bekasi. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

The purpose of the study is to determine the influence of customer experience and e-servqual on customer satisfaction in users of inDrive online transportation services in Bekasi City. The type of research used is a type of descriptive quantitative research. The sampling technique uses a non-probability sampling technique with a type of purpose sampling. The sample used was 100 respondents with criteria for residing in Bekasi City and having used the inDrive online transportation service at least more than twice. The data analysis method uses the Structural Equation Model (SEM) with the help of Smart PLS 3.2.9 software through the stages of outer model analysis, inner model and hypothesis testing. The results of the study showed a t-statistical value of 3.457 > t-table 1.96 and p-values of 0.001 < 0.05 on the customer experience variable (X1) so that it had a significant positive effect on customer satisfaction (Y). For the e-servqual variable (X2), it showed a t-statistical value of 3.539 > t-table 1.96 and a p-value of 0.000 < 0.05 so that it also had a significant positive effect on customer satisfaction (Y) in inDrive online transportation service users in Bekasi City. The value of R-square or the customer experience and e-servqual variable model on customer satisfaction is 62.3%, which means that the remaining 37.7% is influenced by other variables outside the variables studied.

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