Pengaruh Kualitas Layanan yang Diterima Daring (PeSQ) Terhadap E-Satisfaction Yang Dimediasi oleh Kepercayaan Daring atas Layanan Daring pada Implementasi e-SPM
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Dec 30, 2020
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Abstract
Penelitian ini bertujuan menguji peranan mediasi kepercayaan daring pada hubungan antara kualitas layanan yang diterima secara daring (PeSQ) dengan kepuasan elektronik. Populasi pada penelitian ini adalah Satuan Kerja di wilayah Sulawesi Utara dengan jumlah sampel sebanyak 217 responden. Metode pengumpulan datanya menggunakan kuesioner, lalu data dianalisis menggunakan analisis jalur. Hasil penelitian menunjukkan kepercayaan daring merupakan variabel mediasi yang menghubungkan kualitas layanan yang diterima (PeSQ) terhadap kepuasan elektronik pada layanan eSPM.
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Arifianto, C., Hasanudin, M., & Hasanudin, M. (2020). Pengaruh Kualitas Layanan yang Diterima Daring (PeSQ) Terhadap E-Satisfaction Yang Dimediasi oleh Kepercayaan Daring atas Layanan Daring pada Implementasi e-SPM. Indonesian Treasury Review: Jurnal Perbendaharaan, Keuangan Negara Dan Kebijakan Publik, 5(4), 243 - 354. https://doi.org/https://doi.org/10.33105/itrev.v5i4.238
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References
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Setiawan, H. & Sayuti, A. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management 19(5), 31-40
Sinaga, I. & Mely, R. (2016). Pengaruh Trustmarks dan Kualitas Layanan terhadap Kepercayaan Pelanggan Online Shop. Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis 4(1), 21-27
Taddeo, M. (2009). Defining Trust and E-Trust: From Old Theories to New Problems. International Journal of Technology and Human Interaction, IGI Global 5(2), 23-35
Welch, E., Hinnant, C., & Moon, M. (2004). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory 15(3), 371–391
Baron, R. & Kenny, D. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51(6), 1173–1182
Beldad, A., De Jong, M. & Steehouder, M. (2010). How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in Human Behavior 26(5), 857-869
Curry, D. & Faulds, D. (1986). Indexing Product Quality: Issues, Theory, and Results. Journal of Consumer Research, 13 (June), 134-145
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press
Kearns, I. (2004). Public value and e-government. London: Institute for Public Policy Research
Kementerian Keuangan Republik Indonesia. Survei Kepuasan Pengguna Layanan DJPb. kemenkeu.go.id, diakses dari https://djpb.kemenkeu.go.id/portal/id/profil/peningkatan-kepuasan-stakeholder/survey-kepuasan-stakeholder.html
Kenny, D. (2018, Sept 25). Mediation. davidakenny.net, diakses dari http://davidakenny.net/cm/mediate.htm
Lee, G. & Lin, H. (2005). Customer Perceptions of e-Service Quality in Online Shopping. International Journal of Retail & Distribution Management 33(2), 161-176
Li, F. & Betts, S. (2003). Trust: What It Is and What It Is Not. International Business & Economics Research Journal 2(7), 103-108
Ling, K., Chai, L., & Piew, T. (2010). The Effect of Shopping Orientation, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention. International Business Research 3(3), 63-76
Moez, L. & Gharbi, J. (2012). E-satisfaction and e-loyalty of consumers shopping online. Journal of Internet Banking and Commerce 17(1), 1-20
Morgeson, F., van Amburg, D., & Mithas, S. (2011). Misplaced trust? Exploring the structure of the e-Government-Citizen trust relationship. Journal of Public Administration Research and Theory 21(2), 257–283
Morissan (2012). Metode Penelitian Survei. Jakarta: Kencana
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research, Journal
of Marketing. 49(4), 41-50
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service
quality. Journal of Retailing, 64(1), 12-40
Purwa, I. & Ardani I (2018). Peran Kepercayaan Nasabah dalam Memediasi Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah. E-Jurnal Manajemen Unud 7(1), 192-220
Rareş, O. (2014). Measuring perceived service quality ofline vs. online: a new PeSQ conceptual modal. Procedia Economics and Finance 15, 538-551
Rasheed, F. & Abadi, M. (2014, Agustus). Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries. Dipresentasikan pada International Conference on Accounting Studies, ICAS, Kuala Lumpur, Malaysia. Diakses dari https://reader.elsevier.com/reader/sd/pii/S187704281405900X?token=0895476D2DA484939DDF035395DC92EE37EA8EED388E2E0169A281ECE6ABCDCC4FC0E6003DB19C27BDC4268046F25859
Santoso, A. & Aprianingsih, A. (2017). The Influence of Perceived Service and e-Service Quality to Repurchase Intention the Mediating role of customer Satisfaction Case Study: Go-Ride in Java. Journal of Business and Management 6(1), 32-43
Setiawan, H. & Sayuti, A. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management 19(5), 31-40
Sinaga, I. & Mely, R. (2016). Pengaruh Trustmarks dan Kualitas Layanan terhadap Kepercayaan Pelanggan Online Shop. Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis 4(1), 21-27
Taddeo, M. (2009). Defining Trust and E-Trust: From Old Theories to New Problems. International Journal of Technology and Human Interaction, IGI Global 5(2), 23-35
Welch, E., Hinnant, C., & Moon, M. (2004). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory 15(3), 371–391