Analisis Pengaruh E-Service Quality dan Usability terhadap Customer Loyalty melalui Customer Satisfaction pada Aplikasi MyPertamina

Zhafira, Lutfiah Intan (2024) Analisis Pengaruh E-Service Quality dan Usability terhadap Customer Loyalty melalui Customer Satisfaction pada Aplikasi MyPertamina. Other thesis, Institut Teknologi Sepuluh Nopember.

Text 5010201058-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2026. Download (4MB) | Request a copy

Abstract

Aplikasi MyPertamina merupakan layanan keuangan digital untuk mempermudah pelanggan dalam melakukan pembayaran Bahan Bakar Minyak (BBM) secara non-tunai. Aplikasi ini juga digunakan oleh pemerintah untuk menjawab kebijakan Presiden No. 191 tahun 2014 dan Surat Keputusan (SK) BPH Migas No. 4 tahun 2020 terkait penyaluran, ketentuan konsumen yang dapat menerima BBM bersubsidi serta kuota BBM yang bisa didapatkan. Namun berdasarkan hasil observasi dan wawancara aplikasi ini masih belum berjalan sesuai dengan harapan pengguna, berdasarkan permasalahan tersebut penulis melakukan penelitian pengaruh E-Service Quality dan Usability Terhadap Customer Loyalty melalui Customer Satisfaction pada Aplikasi Mypertamina dengan menggunakan metode PLS-SEM. Berdasarkan hasil penelitian dengan jumlah responden 143 dan mengalami pengurangan menjadi 137 responden, didapatkan hasil bahwa E-Service Quality, Usability, dan Customer Satisfaction berpengaruh signifikan terhadap Customer Loyalty. Rekomendasi perbaikan yang disarankan berupa meningkatkan kepekaan perusahaan terhadap potensi dampak buruk dari fitur desain aplikasi yang canggih terhadap system availability, meningkatkan data security, meningkatkan standar call center, dan meningkatkan variasi rewards.
=================================================================================================================================
MyPertamina application is a digital financial service that facilitates customers in making non-cash payments for fuel. This application is also used by the government to respond to Presidential Decree No. 191 of 2014 and Decree of the BPH Migas No. 4 of 2020 related to the distribution, consumer eligibility for subsidized fuel, and the quota of subsidized fuel that can be obtained. However, based on observations and interviews, it is found that this application still does not meet users' expectations. Based on these issues, the author conducted a study on the influence of E-Service Quality and Usability on Customer Loyalty through Customer Satisfaction in the MyPertamina application using the PLS-SEM method. The expected outcome of this research is that the MyPertamina application can receive improvement recommendations and increase its users' satisfaction. Based on the results of research with 143 respondents and reduced to 137 respondents, the results show that E-Service Quality, Usability, and Customer Satisfaction have a significant effect on Customer Loyalty. Improvement recommendations are suggested in the form of increasing the Company’s sensitivity to the potential adverse effects of sophisticated application design features on system availability, increasing data security, improving call center standards, and increasing the variety of rewards.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	MyPertamina Application, E-Service Quality, Usability, Customer Satisfaction, Customer Loyalty, PLS-SEM, Aplikasi MyPertamina
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Lutfiah Intan Zhafira
Date Deposited:	19 Jul 2024 03:41
Last Modified:	19 Jul 2024 03:41
URI:	http://repository.its.ac.id/id/eprint/108484

Actions (login required)

View Item