PENGARUH KUALITAS LAYANAN ELEKTRONIK DAN KEPUASAN MAHASISWA TERHADAP PENGGUNAAN KEMBALI SIBERING PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA

SURYANA, ADE IRVAN (2020) PENGARUH KUALITAS LAYANAN ELEKTRONIK DAN KEPUASAN MAHASISWA TERHADAP PENGGUNAAN KEMBALI SIBERING PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ADE IRVAN SURYANA, Electronic Service Quality and Satisfaction of Continuance Usage of FE UNJ Students. The purpose of this study was to determine the effect of Electronic Service Quality and Satisfaction on Continuance Usage in UNJ FE students. This research was conducted at the Faculty of Economics, Jakarta State University, for 6 months from February to July 2020. The research method that the researchers used was a survey method with a correlational approach, the population used were all female students of the Faculty of Economics, Jakarta State University. The sampling technique used was Purposive Sampling technique of 145 people. The resulting regression equation is Ŷ = 3.624 + 0.449 X1 + 0.252 X2. Test requirements analysis is the normality test with the Kolmogorov-Smimov test with a significance level (α) = 5% or 0.05 and produces a significant level of value 0.075 because the significance level of the three variables> 0.05, it can be concluded that the data is normally distributed and can be used in further analysis. Linearity regression test of Y for X1 and Y for X2 produces a significance value in Linearity, which is 0,000 <0.05, so it can be concluded that it has a linear effect. Next, a t test was carried out and Y was produced over X1 thitung = 3,973 and ttable = 1,658 and Y on X2 thitung = 2,514 and ttable = 1,658. Correlation coefficient between the electronic service quality variable (X1) to sustainable use (Y) is 0.790 and the correlation coefficient between the customer satisfaction variable (X2) and sustainable use (Y) is 0.546. So, there is a positive and significant influence between the quality of electronic services on sustainable use, a positive and significant effect between customer satisfaction oniv sustainable use. Thus, it can be concluded that there is a positive and significant influence between the quality of electronic services and consumer satisfaction with sustainable use. The coefficient of determination of Y over X1 was obtained at 0.716, indicating that 71.6% of the sustainable use variable was determined by the quality of electronic services. Meanwhile, the remaining 28.4% is influenced by other factors. And the coefficient of determination of Y over X2 obtained by 0.693 which shows that 69.3% of the variable of sustainable use is determined by customer satisfaction. Meanwhile, the remaining 30.7% is influenced by other factors. Keywords: Continuance Usage, Electronic Service Quality,Satisfaction

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