PENGARUH KEPERCAYAAAN DAN E- SERVICE QUALITY TERHADAP LOYALITAS KONSUMEN GRAB (STUDI KASUS KELURAHAN SIDOREJO, KOTA MEDAN)

SIMBOLON, YANTI SAFITRI (2018) PENGARUH KEPERCAYAAAN DAN E- SERVICE QUALITY TERHADAP LOYALITAS KONSUMEN GRAB (STUDI KASUS KELURAHAN SIDOREJO, KOTA MEDAN). Undergraduate thesis, UNIMED.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh Kepercayaan dan E-service quality terhadap Loyalitas konsumen Grab pada masyarakat Kelurahan Sidorejo. Populasi dalam penelitian ini adalah populasi tak terhingga, yaitu masyarakat Kelurahan Sidorejo yang pernah menggunakan jasa transportasi online (Grab). Dengan menggunakan sampling insidental ditetapkan 96 orang sebagai sampel. Teknik pengumpulan data dalam penelitian ini dilakukan dengan cara menyebarkan kuisioner yang pengukurannya dengan skala likert dan diolah secara statistik menggunakan analisis regresi berganda dan pengujian hipotesis uji t, uji f, dan koefisien determinasi yang sebelumnya data telah di uji menggunakan uji validitas, uji realibilitas, dan uji asumsi klasik. Pengolahan data menggunakan SPSS 23.0 for windows. Secara parsial, Kepercayaan berpengaruh positif terhadap Loyalitas konsumen dengan thitung > ttabel, yaitu sebesar 5.982>1,9858. E-Service quality berpengaruh positif terhadap Loyalitas konsumen dengan thitung > ttabel, yaitu sebesar 4,452>1,9858. Hasil penelitian menunjukkan bahwa variabel Kepercayaan, E-Service quality secara simultan berpengaruh terhadap Loyalitas konsumen. Hal ini terlihat dari nilai Fhitung> Ftabel (38,844>3,09) dan nilai signifikansi 0,000<0,05. Uji koefisien determinasi menunjukkan nilai sebesar 0,455, yang berarti bahwa Kepercayaan dan E-service quality berpengaruh terhadap Loyalitas Konsumen sebesar 45,5% sedangkan sisanya dijelaskan variabel diluar penelitian.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorWARDANI LUBIS, NURUL198209142005012003
Call Number: SK-2018 MNJ 032
Keywords: KEPERCAYAAN, E-SERVICE QUALITY, LOYALITAS KONSUMEN
Subjects: G Geography. Anthropology. Recreation > GT Manners and customs > GT5320 Customs relative to special classes
H Social Sciences > HE Transportation and Communications > HE5601 Automotive transportation Including trucking, bus lines, and taxicab service
H Social Sciences > HF Commerce > HF5001 Business > HF5546 Office management
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Elsya Fitri Utami
Date Deposited: 12 Apr 2019 10:29
URI: http://digilib.unimed.ac.id/id/eprint/35279

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