Analisis Kepuasan Dan Keputusan Penggunaan Kembali Jasa Ojek Online Mahasiswa ITS Dengan Metode Structural Equation Modeling

Ningrum, Dian Vitiana (2019) Analisis Kepuasan Dan Keputusan Penggunaan Kembali Jasa Ojek Online Mahasiswa ITS Dengan Metode Structural Equation Modeling. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Tingginya tingkat mobilitas mahasiswa ITS memberikan peluang besar kepada mahasiswa untuk menggunakan aplikasi ojek online. Pengguna yang memanfaatkan aplikasi penyedia jasa transportasi ini tentunya mempunyai kesan tersendiri terhadap pelayanan, kemudahan akses aplikasi dan berbagai bentuk pelayanan lainnya yang dapat dika-tegorikan sebagai bentuk kepuasan konsumen/pengguna. Dalam menggunakan jasa ojek online tentunya memberikan berbagai manfaat baik dari segi rasa senang, keuntungan sosial, keuntungan keuangan, sustainability, yang diindikasikan mempunyai pengaruh terhadap kepuasan dan keputusan menggunakan kembali jasa ojek online. Da-lam penelitian ini digunakan data primer dengan metode survei dan dianalisis dengan menggunakan metode Structural Equation Modeling (SEM). Variabel yang digunakan dalam penelitian ini adalah Enjoy-ment, Economic Benefit, Social Benefit, Sustainability, Customer Satis-faction, dan Future Intention. Hasil analisis SEM menunjukkan varia-bel Sustainabi-lity berpengaruh terhadap kepuasan pelanggan, dan kepuasan pelanggan mempunyai pengaruh terhadap keputusan penggunaan kembali jasa ojek online.
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The high level of mobility of ITS students provides a great opportunity for students to use online transportations. Users who take advantage of this transportation service provider application certainly have their own impression of service, ease of access of applications and various other forms of services that can be categorized as a form of customer/user satisfaction. The use of online transportation services certainly provides various benefits in terms of Enjoyment, Social Benefits, Money benefits and Sustainability, which are indicated to have an influence on Satisfaction and Future Intention. Primary data is used with survey methods and analyzed using the Structural Equation Modeling (SEM) method in this study. The variables used in this study are the Enjoyment, Economic Benefits, Social Benefits, Sustainability, Customer Satisfaction, and Future Intention. The result of SEM analysis shows that the Sustainability variable influences Customer Satisfaction, and Customer Satisfaction has an influence the Future Intention of the online transportation.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Customer Satisfaction, Future Intention, Structural Equation Modeling
Subjects:	G Geography. Anthropology. Recreation > GT Manners and customs
Divisions:	Faculty of Mathematics and Science > Statistics > 49201-(S1) Undergraduate Thesis
Depositing User:	Dian Vitiana Ningrum
Date Deposited:	23 Jul 2026 02:30
Last Modified:	23 Jul 2026 02:30
URI:	http://repository.its.ac.id/id/eprint/66011

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