PENGARUH PERCEIVED EASE OF USE DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DENGAN TRUST SEBAGAI INTERVENING (STUDI KASUS PADA PENGGUNA GRAB DI WILAYAH JAKARTA)

RAHMADHINA, BALQIS (2019) PENGARUH PERCEIVED EASE OF USE DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DENGAN TRUST SEBAGAI INTERVENING (STUDI KASUS PADA PENGGUNA GRAB DI WILAYAH JAKARTA). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Balqis Rahmadhina, 2019; The Effect of Perceived Ease of Use and Service Quality on Customer Satisfaction with Trust as Intervening (Case study of Grab users in the Jakarta area). Thesis, Jakarta: Management Concentration, Faculty of Economics, Jakarta State University. Advisory Team: Dr. Mohammad Rizan SE, MM & Andrian Haro, S.Si, MM. The purpose of this study was to determine the effect of perceived ease of use on trust, the effect of service quality on trust, the influence of trust on customer satisfaction, the effect of perceived ease of use on customer satisfaction, the effect of service quality on customer satisfaction, the effect of perceived ease of use on customer satisfaction with trust as intervening, the effect of service quality on customer satisfaction with trust as intervening (Case study of Grab users in the Jakarta area). Methods of collecting data using survey methods with instruments in the form of questionnaires. The object of this research is 200 respondents who use the Grab application in the Jakarta area. Data analysis used SPSS version 22 and SEM (Structural Equation Model) from LISREL software version 8.80 to process and analyze research data. Hypothesis testing results show: 1) perceived ease of use significant effect on trust, 2) service quality has a significant effect on trust, 3) trust has a significant effect on customer satisfaction, 4) perceived ease of use has a significant effect on customer satisfaction, 5) service quality has a significant effect on customer satisfaction 6) perceived ease of use has a significant effect on customer satisfaction through trust as intervening, 7) service quality has a significant effect on customer satisfaction through trust as intervening grab user in Jakarta Keywords: Perceived ease of use, service quality, trust, customer satisfaction, Grab Jakarta, SEM

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