<![CDATA[ABSTRAK Penelitian ini memiliki tujuan untuk dapat mengetahui pengaruh seberapa besar kualitas layanan tracking system berbasis web terhadap kepuasan pelanggan melalui persepsi resiko konsumen sebagai variabel intervening pada agen JNE Cilincing. Jenis penelitian ini adalah penelitian survei. Populasi pada penelitian ini adalah konsumen agen JNE Cilincing. Teknik dalam pengambilan sampel menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 337 responden. Data penelitian yang diperoleh dianalisis menggunakan teknik software analisis PLS (Partial Least Square) melalui softwareSmartPLS. Data penelitian dikumpulkan dengan penyebaran kuesioner yang telah diuji validitas dan reabilitasnya. Hasil dalam penelitian ini menunjukkan data bahwa : (1) terdapat pengaruh secara positif signifikan kualitas layanan tracking systemberbasis web terhadap kepuasan pelanggan pada produk JNE Cilincing; (2) terdapat pengaruh secara positif signifikan kualitas layanan tracking system berbasis web terhadap persepsi resiko konsumen pada produk JNE Cilincing; (3) terdapat pengaruh secara positif signifikan persepsi resiko konsumen terhadap kepuasan pelanggan pada produk JNE Cilincing dan (4) terdapat pengaruh secara positif signifikan kualitas layanan tracking system berbasis web terhadap kepuasan pelanggan melalui persepsi resiko konsumen pada produk JNE Cilincing. Kata Kunci : Kualitas Layanan Tracking System Berbasis Web, Kepuasan Pelanggan, Persepsi Resiko Konsumen ABSTRACT This study aimed to determine the effect of web-based tracking system on service qualityto customer satisfaction through perceived risk of consumesr as intervening variabel in JNE Cilincing products. This research is include to the survey research. This population in the study are consumers in JNE Cilincing agent. Sample collection method is purposive sampling with a totally of sample are 337 respondent. Data were analyzed using by PLS (Partial Least Square) techniques through software SmartPLS. Data were collected by questionnaires that have being test for the validity and reliability.The results of this study indicate that: (1) there is positive significant influence web-based tracking system on service quality to customer satisfaction in JNE Cilincing products; (2) there is positive significant influence of web-based tracking system on service quality to perceived risk of consumers in JNE Cilincing products; (3) there is positive significant effect of perceived risk of consumers to customer satisfaction in JNE Cilicing productsand the last (4) there is positive significant influence of web-based tracking system on service quality to customer satisfaction through perceived risk of consumers in JNE Cilincing products. Keywords : Tracking System Service Quality Based On Web, Customer Satisfaction, Perceived Risk Of Consumers]]>
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