DETAIL KOLEKSI

Anteseden E-satisfaction


Oleh : Bayu Pradana

Info Katalog

Nomor Panggil : 2016-TA-MJ-022121033

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Ayu Ekasari

Subyek : Self-service technology;Customer satisfaction

Kata Kunci : technology readiness, perceived value, e-satisfaction.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2016_TA_MJ_022121032-Halaman-Judul.pdf 2017.92
2. 2016_TA_MJ_022121032-Bab-1.pdf 723.49
3. 2016_TA_MJ_022121032-Bab-2.pdf 975.73
4. 2016_TA_MJ_022121032-Bab-3.pdf 1184.67
5. 2016_TA_MJ_022121032-Bab-4.pdf 986.52
6. 2016_TA_MJ_022121032-Bab-5.pdf 629.3
7. 2016_TA_MJ_022121032-Daftar-Pustaka.pdf 650
8. 2016_TA_MJ_022121032-Lampiran.pdf 2679.39

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh technology readiness, service quality of self-service technology, dan perceived value terhadap kepuasan konsumen ketika menggunakan self-service technology owns by the bank which is used by the bank’s consumer milik bank ditempatnya menjadi nasabah. Technology readiness berperan sebagai variabel independen, service quality of self-service technology dan perceived value berperan sebagai variabel intervening, dan e-satisfaction berperan sebagai variabel dependen. Sampel yang digunakan dalam penelitian ini berjumlah 205 responden dan dikumpulkan dengan metode convenience sampling. Pengujian dilakukan dengan metode Structural Equation Modeling (SEM).Hasil dari penelitian ini adalah (1) technology readiness mempunyai pengaruh positif terhadap service quality of self-service technology, (2) service quality of self-service technology mempunyai pengaruh positif terhadap e-satisfaction (3) service quality of technology mempunyai pengaruh positif terhadap perceived value (4) perceived value mempunyai pengaruh positif terhadap e-satisfaction. Dapat disimpulkan bahwa kepuasan nasabah dalam menggunakan self-service technology berasal dari penilaian atau manfaat yang diterima nasabah ketika menggunakan self-service technology, kualitas self-service technology, dan kesiapan nasabah dalam menerima teknologi baru (technology readiness).self-service

T This study aims to examine and analyze the influence of technology readiness, service quality of self-service technology, and perceived value to customer satisfaction when using self-service technology by the bank owns the which is used by the bank's consumer-owned bank in place a customer. Technology readiness role as the independent variable, service quality of self-service technology and perceived value serves as an intervening variable, and the role of e-satisfaction as the dependent variable. The sample used in this research is 205 respondents and collected by convenience sampling method. Testing was conducted using Structural Equation Modeling (SEM) The results of this study were (1) technology readiness has a positive impact on service quality of self-service technology, (2) service quality of self-service technology has a positive impact on e-satisfaction (3) the service quality of technology has a positive influence on perceived value (4) perceived value has a positive impact on e-satisfaction. It can be concluded that customer satisfaction in using self-service technology derived from assessment or benefits received by the customers when using self-service technology, quality self-service technology, and the readiness of customers to accept new technologies (technology readiness) .self-service

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