Analysis of Factors Affecting Customer Satisfaction: Study on E-wallet Services

Nadhira, Azzah Fathan and , Ihwan Susila, SE., M.Si., Ph.D (2021) Analysis of Factors Affecting Customer Satisfaction: Study on E-wallet Services. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The aims of the study were: 1) To analyze the impact of availability on customer satisfaction. 2) To analyze the impact of perceived risk on customer satisfaction. 3) To analyze the impact of ease of use on customer satisfaction. The data was collected through an online questionnaire from 150 e-wallet users in Surakarta. The sampling technique in this research is Purposive Sampling in order to obtain a sample of 150 respondents. Methods of data analysis using: 1) test the research instrument, are test the validity and reliability testing; 2) Test assumptions Classic, namely normality, multicollinearity, and heteroscedasticity; 3) Test the multiple linear regression; 4) Test the hypothesis, that the t-test, F-test, and test the coefficient of determination. The results of this study indicate that there is a significant relationship between availability, perceived risk, and ease of use on customer satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Ketersediaan, Risiko Persepsi, Kemudahan Penggunaan, Kepuasan Pelanggan
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Unnamed user with username b101173012
Date Deposited:	10 Aug 2021 11:33
Last Modified:	10 Aug 2021 11:33
URI:	http://eprints.ums.ac.id/id/eprint/92520

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