Pengaruh E-Service Quality Terhadap Kepuasan Pengguna E-Money (Studi Kasus Pada Pengguna Ovo Di Jakarta)
Abstract
Penelitian ini bertujuan untuk mengetahui Pengaruh E-Service Quality Terhadap Kepuasan Pengguna E-money (Studi Kasus Pada Pengguna Ovo Di Jakarta). Teknik pengambilan sampel dilakukan dengan metode accidental sampling dengan jumlah sampel sebanyak 100 orang responden. Hasil regresi linier sederhana yaitu Y= 4,731 + 0,326X yang menunjukkan bahwa variabel e-service quality berpengaruh positif dan signifikan terhadap kepuasan pengguna ovo. Hasil uji parsial (uji t) diperoleh hasil penilaian variable e-service quality 0,000 < 0,05 maka e-service quality secara parsial berpengaruh positif dan signifikan terhadap kepuasan pengguna. Dan hasil koefisien determinasi (R2) sebesar 39,9% yang artinya variabel kepuasan pengguna dapat dijelaskan oleh variabel e-service quality dan sisanya sebesar 60,1% dijelaskan oleh variabel lainnya yang tidak termasuk dalam model regresi penelitian ini.
Kata Kunci: e-service quality, kepuasan
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