Skripsi S1

Pengaruh Perceived Usefulness dan Perceived Ease of Use terhadap Customer Satisfaction dan Repurchase Intention (Studi pada Pengguna OVO di Grab Kebumen)

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Abstrak
Tujuan penelitian ini adalah untuk mengetahui pengaruh perceived usefulness dan perceived ease of use terhadap customer satisfacion dan repurchase intention. Sampel penelitian ini yaitu pengguna OVO di aplikasi Grab yang telah melakukan top-up minimal 2 kali di wilayah Kebumen sebanyak 100 responden. Teknik pengambilan sampel menggunakan teknik non probability sampling, yaitu purposive sampling. Metode pengambilan data menggunakan kuesioner, studi pustaka dan wawancara. Analisis data yang digunakan yaitu uji instrument validitas dan reliabilitas, uji asumsi klasik, uji hipotesis dan analisis jalur dengan menggunakan program SPSS 21 for windows.
Hasil penelitian ini menunjukkan bahwa semua item setiap variabel valid dan reliabel. Kedua model struktural memenuhi kriteria uji asumsi klasik dengan tidak tidak terdapat multikolonieritas, heterokedastisitas, dan memenuhi asumsi normalitas. Berdasarkan hasil uji t menunjukan bahwa variabel perceived usefulness dan perceived ease of use berpengaruh signifikan terhadap customer satisfaction, perceived usefulness berpengaruh signifikan terhadap repurchase intention, perceived ease of use berpengaruh signifikan terhadap repurchase intention, customer satisfaction berpengaruh signifkan terhada repurchase intention.
Kata kunci: perceived usefulness, perceived ease of use, customer satisfaction, dan repurchase intention.
Abstract
The purpose of this study was to determine the effect of perceived usefulness and perceived ease of use on customer satisfaction and repurchase intention. The sample of this research is OVO users in the Grab application who have done top-up at least 2 times in the Kebumen area as many as 100 respondents. The sampling technique uses nonprobability sampling technique, namely purposive sampling. Methods of data collection using questionnaires, literature studies and interviews. Analysis of the data used is the instrument validity and reliability test, the classic assumption test, hypothesis testing and path analysis using the SPSS 21 program for windows.
The results of this study indicate that all items of each variable are valid and reliable. Both structural models meet the classic assumption test criteria with no multicollinearity, heterokedasticity, and normality assumptions. Based on the results of the t test showed that the variable perceived usefulness and perceived ease of use have a significant effect on customer satisfaction, perceived usefulness has a significant effect on repurchase intention, perceived ease of use has a significant effect on repurchase intention, customer satisfaction has a significant effect on repurchase intention.
Keywords: perceived usefulness, perceived ease of use, customer satisfaction, dan repurchase intention

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.81 Ind p c.

Penerbit

Kebumen : STIE Putra Bangsa., 2020

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

658.81

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Indah Rizkia

Versi lain/terkait

Lampiran Berkas

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