Analysis Of The Influence Of E-Service Quality And Usability On Repurchase Intention Through Customer E-Satisfaction In Access by KAI

Lingga, Prahanggi Errica Trinanda (2024) Analysis Of The Influence Of E-Service Quality And Usability On Repurchase Intention Through Customer E-Satisfaction In Access by KAI. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

As the sole railway company in Indonesia, it is expected that PT Kereta Api Indonesia will provide the best quality service to its customers. However, this expectation contrasts with the existing condition of E-Service Quality and Usability of one of PT Kereta Api Indonesia’s services, namely Access by KAI. Access by KAI is an application developed by PT Kereta Api Indonesia that offers various services, including the online purchase of intercity train tickets. This application contributes the highest share of train ticket sales at 61,56%. However, Access by KAI has received various negative reviews on the Play Store and App Store, indicating customer dissatisfaction with the platform, especially with PT Kereta Api Indonesia’s services. This situation clearly impacts Customer E-Satisfaction, which then affects Customer Repurchase Intention. This research proposes an analysis regarding the E-Service Quality and Usability’s influence of Access by KAI on Repurchase Intention through the intervening variable, which is Customer E-Satisfaction. The method used to measure Usability in this study is System Usability Scale (SUS) Questionnaire, and for statistical processing, Partial Least Square Structural Equation Modelling is used. This research suggests that the application has a very good E-Service Quality and acceptable Usability, meaning it is not optimal yet and improvements are still needed. It also suggests that E-Service Quality and Usability significantly influence Customer E-Satisfaction directly and influence Customer Repurchase Intention indirectly.
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Sebagai satu – satunya operator kereta api di Indonesia, PT Kereta Api Indonesia diharapkan dapat memberikan layanan dengan kualitas terbaik untuk calon customernya, yang mana berbanding terbalik dengan kondisi eksisting e-service quality dan usability salah satu layanan PT Kereta Api Indonesia, yaitu Access by KAI. Access by KAI adalah aplikasi yang dikembangkan oleh PT Kereta Api Indonesia dengan menyediakan berbagai layanan, termasuk pembelian tiket kereta antar kota. Aplikasi ini merupakan penyumbang penjualan tiket kereta api terbanyak sebesar 61,56%. Namun, Access by KAI mendapatkan berbagai ulasan negatif pada Play Store dan App Store, menunjukkan ketidakpuasan pelanggan terhadap platform tersebut, terutama pada pelayanan PT Kereta Api Indonesia. Hal tersebut tentunya berdampak buruk pada Customer E-Satisfaction, yang mana mempengaruhi Customer Repurchase Intention. Penelitian ini mengusulkan analisa pengaruh E-Service Quality dan Usability terhadap Repurchase Intention melalui variabel intervening, yaitu Customer E-Satisfaction pada Access by KAI. Dalam penelitian ini, digunakan System Usability Scale (SUS) Questionnaire sebagai metode untuk mengukur Usability dan dalam pengolahan statistik, menggunakan Structural Equation Modelling Partial Least Square. Hasil riset menunjukkan bahwa aplikasi memiliki E-Service Quality yang bagus, namun belum optimal, dan Usability yang acceptable, yang mana menunjukkan bahwa improvements masih perlu dilakukan. Hasil penelitian juga menunjukkan bahwa E-Service Quality dan Usability berpengaruh signifikan terhadap Customer E-Satisfaction secara langsung dan berpengaruh signifikan terhadap Customer Repurchase Intention secara tidak langsung.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	E-Service Quality, Usability, Customer E-Satisfaction, Repurchase Intention
Subjects:	H Social Sciences > HF Commerce > HF5548.32 Electronic commerce.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Prahanggi Errica Trinanda Lingga
Date Deposited:	15 Jul 2024 07:10
Last Modified:	15 Jul 2024 07:10
URI:	http://repository.its.ac.id/id/eprint/108299

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