NANDHIRA, LUTHFIANA RAHMA (2023) PENGARUH PERSEPSI MANFAAT, PERSEPSI KEMUDAHAN, FITUR LAYANAN, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN (Studi pada pengguna aplikasi Grab fitur Grab Food di Purwokerto). S1 thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.
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Abstract
This study aims to analyze the effect of perceived usefullness, perceived ease of use, service features, and trust on customer satisfaction. This research uses quantitative methods, the sampling technique is Non-Probability Sampling, purposive sampling approach, the sample size is 120 respondents. After being tested using the normality test, the data is not normal. So the researcher tested again using the Z score test. So that the number of samples used by researchers was 72 respondents. The data analysis techniques used in this study are descriptive analysis test, data instrument test, classical assumption test, multiple linear regression test, model fit test, and hypothesis testing. The results showed that perceived usefullness, perceived ease of use, service features, and trust simultaneously affect customer satisfaction. And service features have a significant effect on customer satisfaction. Meanwhile, perceived usefullness, perceived ease of use, and trust have no significant effect on customer satisfaction.
| Item Type: | Thesis (S1) |
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| Uncontrolled Keywords: | customer satisfaction, perceived usefullness, perceived ease of use, service features, and trust. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen S1 |
| Depositing User: | wulan |
| Date Deposited: | 06 Apr 2023 02:18 |
| Last Modified: | 06 Apr 2023 02:18 |
| URI: | https://repository.ump.ac.id:80/id/eprint/15477 |
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