Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pelanggan Pengguna Aplikasi Pembayaran X
Keywords:
Service Quality, Trust, Customer SatisfactionAbstract
ABSTRACT
This study is to determine the effect of Service Quality on Trust, Trust on Customer Satisfaction, Service Quality on Customer Satisfaction. The data were processed using a survey method with a questionnaire collection tool and a Likert type, the sampling technique used was purposive sampling to 202 respondents. This research was conducted at the State University of Jakarta. Using two factor analysis, namely EFA (Exploratory Factor Analysis) and CFA (Confirmatory Factor Analysis), using SPSS and SEM applications on AMOS. The results of this study indicate that there is a positive and significant influence between Service Quality on Trust, there is a positive and significant influence between Trust on Customer Satisfaction, besides that there is also a positive and significant influence between Service Quality on Customer Satisfaction.
Keyword: Service Quality, Trust, Customer Satisfaction
ABSTRAK
Penelitian ini untuk mengetahui pengaruh Kualitas Pelayanan terhadap Kepercayaan,Kepercayaan terhadap Kepuasan Pelanggan, Kualitas Pelayanan terhadap Kepuasan Pelanggan. Data yang diolah menggunakan metode survei dengan alat pengumpulan kuesioner dan tipe Likert, teknik pengambilan sampel yang digunakan adalah purposive sampling kepada 202 responden. Penelitian ini dilakukan di Universitas Negeri Jakarta. Menggunakandua analisis faktor yaitu EFA (Exploratory Factor Analysis) dan CFA (Confirmatory Factor Analysis), menggunakan aplikasi SPSS serta SEM pada AMOS. Hasil penelitianini menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara Kualitas Pelayanan terhadap Kepercayaan, terdapat pengaruh yang positif dan signifikan antara Kepercayaan terhadap Kepuasan Pelanggan, selain itu juga terdapat pengaruh positif dan signifikan antara Kualitas Pelayanan terhadap Kepuasan Pelanggan.
Kata kunci: Kualitas Pelayanan, Kepercayaan, Kepuasan Pelanggan
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