PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DOMPET ELEKTRONIK OVO (Studi Kasus Pengguna OVO di Kota Tangerang Selatan)

Esya Andini Putri, . (2022) PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DOMPET ELEKTRONIK OVO (Studi Kasus Pengguna OVO di Kota Tangerang Selatan). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The research objective is to prove that there is an effect of service quality on customer satisfaction and trust on customer satisfaction. This research is a quantitative research with primary data sources. The object of this research is an OVO electronic wallet users who is domiciled in South Tangerang City. The sample used was 100 respondents and dominated by teenagers using purposive sampling technique as a data collection technique. The data analysis technique used is descriptive and inferential data analysis techniques. Based on the results of data processing through t-statistics on the Smart PLS software, it can be shown that (1) service quality has a significant effect on customer satisfaction. (2) trust has a significant effect on customer satisfaction

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: Esya Andini Putri] [Pembimbing: Rosali Sembiring Colia] [Penguji 1: Alfatih S. Manggabarani] [Penguji 2: Prasetyo Hadi]
Uncontrolled Keywords: Service Quality, Trust, Customer Satisfaction
Subjects: A General Works > AI Indexes (General)
H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Esya Andini Putri
Date Deposited: 21 Mar 2022 02:41
Last Modified: 21 Mar 2022 02:41
URI: http://repository.upnvj.ac.id/id/eprint/17048

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