AMANDALIKA, KASIM (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI USER SATISFACTION SISTEM RESERVASI E-TICKETING PADA APLIKASI KAI ACCESS OLEH PT. KAI DI STASIUN SEMARANG TAWANG BANK JATENG. SKRIPSI.
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Abstract
In this study, four variables Usability, Information Quality, Service Interaction and Service Quality were analyzed as independent variables that influence the dependent variable, namely User Satisfaction at Semarang Tawang Station, Bank Jateng, individually between the independent variables, namely Usability, Information Quality, Service Interaction and Service Quality on The dependent variable is User Satisfaction at Semarang Tawang Bank Jateng Station. In this research, the objects taken were users of the KAI Access application at Stasun Semarang Tawang Bank Jateng. Data sources include primary and secondary data. The sample in this study was 100 respondents who were users of the KAI Access application at Semarang Tawang Bank Jateng Station. The data analysis technique is a multiple linear regression technique and with SPSS 26 statistical tools, based on the results of research and data analysis, the regression equation is produced: Y= - 0,652 + 0,095 X1 + 0,256 X2 + 0,018 X3 + 0,889 X4 + µ The results of the multiple linear regression equation show that there is a positive and partially significant influence between the Usability strategy on User Satisfaction (t count = 3, 187 > t table = 1.98498), Information Quality on User Satisfaction (t count = 5.481 > t table = 1.98498), Service Interaction towards User Satisfaction (t count = 5.556 > t table = 1.98498), Service Quality towards User Satisfaction (t count = 7.123 > t table = 1.98498) while the coefficient of determination gets an Adjusted R2 (R Square) value of 0.956 or 95.6% of the variation in the dependent variable User Satisfaction can be explained by variations in the four independent variables, namely Usability, Information Quality, Service Interaction and Service Quality. Meanwhile, the remainder (100% - 95.6% = 04.4%) is influenced by other variables outside this research. Thus, it can be concluded that Usability, Information Quality, Service Interaction and Service Quality have a positive and significant effect on User Satisfaction at the Semarang Tawang Bank Jateng Station. Keywords : Usability, Information Quality, Service Interaction, Service Quality, User Satisfaction.
| Item Type: | Article |
|---|---|
| Additional Information: | 212204119 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 02 Sep 2024 06:29 |
| Last Modified: | 02 Sep 2024 07:08 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6212 |
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