Pengaruh E-Service Quality dan E-Trust terhadap Kepuasan Pelanggan Aplikasi Motorku X

(Studi Pada Dealer Honda Kembang Motor di Mengwi Badung)

Abstract

The purpose of this study was to determine the relationship and influence between E-Service Quality and E-Trust on Customer Satisfaction either partially or simultaneously. This research was conducted at the Honda Kembang Motor Dealer in Mengwi Badung. The sample used was 50 respondents, namely customers who actively use service services on the Motorku X application at the Honda Kembang Motor Dealer in Mengwi, Badung. The analysis technique used is validity test, reliability test, normality test, multicollinearity test, multiple linear regression test, determination analysis, t-test and f-test. The results of the study show that (1) E-Service Quality has a positive and significant effect on Customer Satisfaction. (2) E-Trust has a positive and significant effect on Customer Satisfaction. (3) E-Service Quality and E-Trust have a positive and significant effect on Customer Satisfaction. Suggestions that can be given to the leaders of the Honda Kembang Motor Dealers in Mengwi Badung are expected to improve the quality of their services by providing quality human resources through the provision of regular training and are expected to maintain consumer confidence in using services at Honda Kembang Motor Dealers through improving the quality of the application system .