Tindage, Jalmijn (2023) Pengaruh Kualitas Pelayanan dan Kualitas Sistem Informasi Terhadap Kepuasan Pelanggan Indihome Pt. Telkom Sorong Papua Dengan Kepercayaan dan Risiko Yang Dirasakan Sebagai Variabel Moderasi. (The Influence Of Service Quality and Information System Quality on Customer Satisfaction Indihome Pt. Telkom Sorong Papua With Trust and Perceived Risk as Moderation Variables). Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This study aims to determine the effect of service quality and information system quality on customer satisfaction Indihome PT. Telkom Sorong with perceptions of trust and risk as moderating variables. The population is Indihome customers. Using the Lemeshow formula with a tolerance of 5%, the number of samples is 172 respondents. Test the model with SEM, showing APC 0.140, ARS value 0.254, AARS value 0.226 with a significance <0.001 which means the model is fit with value. Thus it can be interpreted that the model is good enough to explain the phenomenon under study. The research results show that: 1). service quality affects customer satisfaction. 2). the quality of information systems affects customer satisfaction. 3). perceived trust significantly moderates the effect of service quality on customer satisfaction. 4). perceived trust does not significantly moderate the effect of information system quality on customer satisfaction. 5). Perceived risk does not significantly moderate the effect of service quality on customer satisfaction. 6). perceived risk significantly moderates the effect of information system quality on customer satisfaction using Indihome PT. Telkom in Sorong, Papua. It is necessary to review the quality of services that have been carried out, considering the minimal impact of service quality on customer satisfaction of Indihome users, which will certainly have an impact on the trust of Indihome users. It is suggested to other researchers to further examine other moderator variables that can increase the value of the influence on customer satisfaction of Indihome users Keywords: service quality, information system quality, customer satisfaction, perceived trust, perceived risk
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | service quality, information system quality, customer satisfaction, perceived trust, perceived risk. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi |
| Depositing User: | Unnamed user with email zainulfarid@icloud.com |
| Date Deposited: | 19 Sep 2023 08:36 |
| Last Modified: | 17 Oct 2023 01:22 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/28227 |
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