Pengaruh Customer Experience Dan E-Service Quality Terhadap Customer Satisfaction Pada Pengguna Aplikasi Dana

Abstract

Penelitian ini bertujuan menganalisis pengaruh customer experience dan e-service quality terhadap customer satisfaction pada pengguna aplikasi DANA di komunitas muda – mudi rohani di gereja GKDI Medan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan Uji regresi linear berganda dengan uji t dan uji F. Populasi dari penelitian ini adalah seluruh pengguna aplikasi DANA di di komunitas muda – mudi rohani di gereja GKDI Medan.Teknik pengambilan sampel menggunakan metode random sampling. Teknik analisis data yang dilakukan dengan menggunakan uji instrumen, uji asumsi klasik, uji statistik dan uji hipotesis. Berdasarkan hasil penelitian menunjukkan bahwa Customer experience berpengaruh positif terhadap customer satisfaction pada pengguna aplikasi DANA di komunitas muda – mudi rohani di gereja GKDI Medan. , E-service quality berpengaruh positif terhadap Customer satisfaction pada pengguna aplikasi DANA di komunitas muda – mudi rohani di gereja GKDI Medan. Customer experience dan E-service quality secara simultan berpengaruh positif terhadap kepuasan Customer satisfaction pada pengguna aplikasi DANA di komunitas muda – mudi rohani di gereja GKDI Medan. This study aims to analyze the influence of customer experience and e-service quality on customer satisfaction of DANA application users in the spiritual youth community at the GKDI Medan church. This study uses a quantitative approach with a survey method. Data were collected through questionnaires and analyzed using Multiple linear regression tests with t-tests and F-tests. The population of this study was all DANA application users in the spiritual youth community at the GKDI Medan church. The sampling technique used the random sampling method. Data analysis techniques used instrument tests, classical assumption tests, statistical tests and hypothesis tests. Based on the results of the study, it shows that Customer experience has a effect on customer satisfaction of DANA application users in the spiritual youth community at the GKDI Medan church. , E-service quality has a positive effect on Customer satisfaction of DANA application users in the spiritual youth community at the GKDI Medan church. Customer experience and E-service quality simultaneously have a positive effect on Customer satisfaction of DANA application users in the spiritual youth community at the GKDI Medan church.