Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Berrybenka di Kota Bandung)

Shanaz Amarin · Tri Indra Wijaksana

36 citations0/0 files storedBusiness Management Analysis Journal (BMAJ)

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

This study aims to determine the relation between the variables of system quality, information quality, and service quality on customer satisfaction based on consumer experience using the Berrybenka application in Bandung. The data analysis used was quantitative as well as descriptive and causal methods. Likert scale was chosen to test the questionnaire of this study. Consumers who use the Berrybenka application who lives in Bandung are the population in this research. There are 150 samples used that have been obtained from distributing questionnaires to respondents. Non-probability sampling and purposive sampling techniques were used to determine the characteristics of the population tested in this study. After conducting the research, it is found that there is no partial relationship between system quality and customer satisfaction, while information quality and service quality have relationships with customer satisfaction. Furthermore, simultaneously, system quality, information quality, and service quality have relationship with customer satisfaction.Penelitian ini dilakukan untuk menentukan hubungan antara variabel kualitas sistem, kualitas informasi, dan kualitas layanan terhadap kepuasan konsumen berdasarkan pengalaman konsumen menggunakan aplikasi Berrybenka di Kota Bandung. Menggunakan analisis metode kuantitatif serta deskriptif dan kausal serta skala Likert dipilih untuk menguji kuesioner penelitian ini. Konsumen yang menggunakan aplikasi Berrybenka yang berdomisili di Kota Bandung adalah populasi dalam penelitian ini. Terdapat 150 sampel yang digunakan dan diperoleh dari penyebaran kuesioner ke responden. Teknik non-probability sampling, dan purposive sampling digunakan untuk menentukan karakteristik dari populasi yang diuji di penelitian ini. Setelah dilakukannya penelitian, didapat hasil bahwa secara parsial tidak ada hubungan antara kualitas sistem dengan kepuasan konsumen, sementara itu untuk kualitas informasi dan kualitas layanan ada kaitannya dengan kepuasan konsumen. Selanjutnya secara simultan, kualitas sistem, kualitas informasi, dan kualitas layanan ada memiliki kaitan dengan kepuasan konsumen.

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