PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION PENGGUNA JASA LAYANAN ONLINE ‘GUDDEY’ DI TEMBILAHAN

Abstract

This study aims to determine the effect of electronic service quality on electronic customer satisfaction of GudDey online service users in Tembilahan. This research was conducted at Tembilahan with the object being GudDey's online service users.This research was conducted for three months, from November 2018 to January 2019. With a sample of 100 respondents. The type of data used is quantitative and qualitative data. Besides the data sources used primary data and secondary data, data collection techniques by making a list of questions (questionnaires), interviews and library research (Library Research). Analysis of data using the SPSS Version 23 application, namely instrument testing, multiple regression tests and hypothesis testing.
From the results of the study obtained multiple regression Y = 1,497 + 0,145 X1 + 0,093 X2 + 0,180 X 3 + 0,292 X4 + 0,048 X5 - 0,187 X6 + 0,273 X7., The determination coefficient test obtained the value of R square (R2) of 0.434 this means 43.4%, the E-Customer Satisfaction variable is influenced by seven explanatory variables of E-Service Quality namely Efficiency, Reliability, Fulfillment, Privacy, Response, Compensation, and Contact. The remaining 56.6% is influenced by other variables not included in this research variable. The partial test shows that of the seven E-Service Quality (X) variables only two variables are proven to influence the E-Customer Satisfaction (Y) variable, namely the Privacy variable (X4) and the Contact variable (X7). Simultaneously test that E-Service Quality (X) consists of Efficiency (X1), Reliability (X2), Fulfillment (X3), Privacy (X4), Response Power (X5), Compensation (X6), and Contact (X7) proven simultaneously affecting the E-Customer Satisfaction (Y) users of the online service 'GudDey' in Tembilahan.