Dampak E-Service Quality Terhadap Kepuasan Penggunaan E-Learning Di PTLSP XYZ

Hidayat, Gagah Maulidin Amirul Mukminin (2024) Dampak E-Service Quality Terhadap Kepuasan Penggunaan E-Learning Di PTLSP XYZ. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PT LSP XYZ merupakan perusahaan yang bergerak dibidang
sertfikasi profesi yang saat ini peserta sertfikasi profesi mengalami
kenaikan dan penurunan peserta terutama pada aspek pengembangan
e-learning yang berdampak pada kepuasan pelanggan. Jika hal ini
tidak segera diperbaiki, maka dikhawatirkan akan berdampak pada
tingkat kepuasan pelanggannya. Penelitian ini bertujuan untuk
menganalisis kesesuaian antara harapan dan kenyataan terhadap
layanan yang diberikan oleh perusahaan kepada para pelanggan
dengan metode Servqual dan menganalisis faktor-faktor yang
memengaruhi kepuasan pelanggan LSP XYZ yang kemudian dapat
dijadikan dasar perumusan rekomendasi untuk meningkatkan tingkat
kepuasan pelanggan LSP XYZ Penelitian ini menggunakan alat dan
Structural Equation Modeling (SEM).
Berdasarkan hasil penelitian didapatkan tingkat skor
SERVQUALnya mencapai -0,45 dan -0,53 yakni pada dimensi
assurance dan emphaty yang berarti perlu adanya evaluasi pada
dimensi tersebut. Sedangkan hasil analisis SEM, bahwa dimensi
tangible, reliability, responsiveness, assurance, dan empathy
berpengaruh positif dan signifikan terhadap kepuasan pengguna elearning di PT LSP XYZ. Kepuasan pelanggan berpengaruh positif
dan signifikan terhadap loyalitas pelanggan
Keyword: Kepuasan pelanggan, SEM, service quality
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PT LSP XYZ If this is not corrected immediately, it is feared that it
will have an impact on the level of customer satisfaction. This
research aims to analyze the conformity between expectations and
reality regarding the services provided by the company to customers
using the Servqual method and analyze the factors that influence LSP
XYZ customer satisfaction which can then be used as a basis for
formulating recommendations to increase the level of LSP XYZ
customer satisfaction. tools and Structural Equation Modeling (SEM).
Based on the research results, it was found that the
SERVQUAL score reached -0.45 and -0.53, namely in the assurance
and empathy dimensions, which means there is a need for evaluation
in these dimensions. Meanwhile, the results of SEM analysis show
that the dimensions of tangible, reliability, responsiveness, assurance
and empathy have a positive and significant effect on e-learning user
satisfaction at PT LSP XYZ. Customer satisfaction has a positive and
significant effect on customer loyalty
Keyword: Customer satisfaction, SEM, service quality

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kepuasan pelanggan, SEM, service quality , Customer satisfaction, SEM, service quality
Subjects:	T Technology > T Technology (General) > T56.8 Project Management T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Gagah Maulidin Amirul Mukminin Hidayat
Date Deposited:	09 Aug 2024 02:42
Last Modified:	09 Aug 2024 02:42
URI:	http://repository.its.ac.id/id/eprint/114872

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