Yuniawan, Elsa Lita (2018) PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION PADA PT. KERETA API INDONESIA (PERSERO) (Studi Kasus Pada Pelanggan Pengguna Aplikasi KAI Access sukabumi-Bogor). Skripsi thesis, Universitas Muhammadiyah Sukabumi.

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Abstract

PT. Kereta Api Indonesia (Persero) is Indonesia State-Owned Enterprise that gives train transport service. The problem is dealt with customer satisfacation, which can be seen from custumer dissatisfacation in Kai accses application. The research applied associative and descriptive methode. Data collection technique was conduted by observation, interview, questioner, documentation, and literature study. Data analysis technique was started from data arrangement, data tabulation until the testing by applying path analysis and hypothesis test. Based on research result, it is found direct influence X1 toward Y as much as 0,16% meanwhile indirect influence through X2 ia as much as 0,979%, indirect influence througt X3 AS MUCH AS 0,1711%, indirect influence through X4 as much as 0,9204% and direct influence through X5 as much 0,1432%. Direct influence X2 toward Y is as much as 0,16 meanwhile indirect influence through X3 is a indirect influence much as 0,1723%, indirect influence through X4 as much as 0,7912%, and indirect influence througt X5 as much as 01970%. Direct influence X3 toward Y is as much as 1723% meanwhile indirect influence through X4 is as much as 0,7912%, indirect influence X5 as much as 0,1970%, and direct influence X3 toward Y as much as 0,3844%. Meanwhile indirect influence through X4 is as much as 1, 1169%, indirect influence X5 as much as 0,3229%, direct influence X4 toward Y as much as 11,0889. meanwhile indirect influence X5 is as much as 0,4118% and direct influence X5 toward Y as much as 4,7089%. Therefore the total influence is as much as 18,1% meanwhile the rest is 81,9% that is had an influenced by other factor. The result of counting F Hypotesis test > f table is 3,791% > 1,92 and hypothesis test partially t-counting > t-table is X1 Toward Y 0,251%< 1,66256, X2 toward Y 0,272 < 1,66256, X3 toward Y 0,398 < 1,66256, X4 toward Y 2,337 >1, 66256, X5 toward Y 2,130 > 1,66256. It means E-Service Quality has an influence toward Customer Satisfaction.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	E-Service Quality, Customer Satisfaction
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HM Sociology
Divisions:	Fakultas Ilmu Sosial > Administrasi Bisnis
Depositing User:	Perpus ID UMMI
Date Deposited:	21 Aug 2018 05:08
Last Modified:	21 Aug 2018 05:08
URI:	http://eprints.ummi.ac.id/id/eprint/370

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