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All Journal Student Journal of Business and Management (SJBM)
Muhammad Rusdi
Magister Manajemen, Universitas Bengkulu
Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan (Offline) Dan Kualitas Digitalisasi Layanan (Online) Terhadap Kepuasan Peserta Pada Pt Taspen (Persero) Asep Slamet Riyadi; Effed Darta Hadi; Muhammad Rusdi
Student Journal of Business and Management Vol. 6 No. 2 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i2.33193

Abstract

The purpose of this study is to determine the effect of service quality (offline) on customer satisfaction, also to determine the effect of quality of service digitization (online) on customer satisfaction. The type of research used in this research is quantitative research. The data collection tool used a questionnaire distributed to 196 respondents studied, namely, member of PT Taspen (Persero) Palembang and Bengkulu Branch. The questionnaire was distributed online via google form. The validity test used in this study is convergent validity and discriminant validity with PLS 3.2.9 software. The reliability test uses the Cronbach's Alpha dan Composite Reliability with PLS 3.2.9 software. The analysis method used is inner model tested with path coefficients and R-Square analysis, also outer model tested with t tested. The results of this study indicate that (1) service quality has a significant and positive effect on customer satisfaction for member of PT Taspen (Persero). This means that the better quality of service that more satisfaction of participants who use the direct services provided by employees of PT Taspen (Persero). (2) the quality of service digitization has and positive effect on customer satisfaction for participants of PT Taspen (Persero) but not significant. This means that the better the quality of service digitization, the higher level of customer satisfaction of participants who use digital services of PT Taspen (Persero) but the impact is not significant.
Analisis Faktor-Faktor Yang Mempengaruhi Terhadap Keputusan Penggunaan Shopee Paylatter Di Provinsi Bengkulu Hennie Vianora; Effed Darta Hadi; Muhammad Rusdi
Student Journal of Business and Management Vol. 6 No. 2 (2023)
Publisher : Universitas Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33369/sjbm.v6i2.33194

Abstract

This research aims to determine whether there is an influence of Paylater payments on the desire to use Shopee Paylatter in Bengkulu province. This research uses five variables, namely one dependent variable (Y) and four independent variables (X). variable Y is intention to use, variable X1 is convenience, variable X2 is benefit, variable X3 is risk and variable X4 is trust. Data collection was carried out using a questionnaire to 169 respondents. To see the influence of the independent variable on the dependent variable, the analysis was carried out using multiple linear regression analysis. The results of the research state that variable X1 (comfort) has a coefficient of 0.374, variable X2 (comfort) has a coefficient of 0.628 and variable ) has a coefficient of -0.493. The three variables that give positive values indicate that the comfort, benefit and trust variables have a positive influence on the desire to use the Shopee Paylatter application. On the other hand, variable X3 (risk) can have a negative influence on consumers' desire to use the Shopee Paylatter application. The independent variables, namely variables X1 (comfort), X2 (benefits), and X4 (trust) in this study show a significant influence on variable Y (intention to use). With a value for each variable of 0.000 (> alpha 0.05), and variable X4 (trust) which has an insignificant effect is 0.455
Co-Authors Asep Slamet Riyadi Effed Darta Hadi Hennie Vianora