PENGARUH KUALITAS PELAYANAN DAN E-PAYMENT TERHADAP KEPUASAN PELANGGAN PENGANGKUTAN DUTAMASINDO PEMATANGSIANTAR
Keywords:
Service Quality, E-payment, Customer Satisfaction
Abstract
The objectives of this research are: 1. To determine the description of service quality, e-payment and customer satisfaction at Pengangkutan Dutamasindo Pematangsiantar. 2. To determine the effect of service quality and e-payment on customer satisfaction at Pengangkutan Dutamasindo Pematangsiantar simultaneously or partially. This research uses a library research design and field research. The population of this study was 45 people, where the entire population was used as sample. The types of data used in this research are qualitative data and quantitative data. The results of this research can be concluded as follows: 1. Service quality, e-payment and customer satisfaction are good. 2. Service quality and e-payment have a positive effect on customer satisfaction. 3. There is a moderately high correlation between service quality and e-payment and customer satisfaction. The high and low level of customer satisfaction can be explained by the quality of service and e-payment. 4. The results of the hypothesis test state that H0 is rejected, meaning that there is a positive and significant influence between service quality and e-payment on customer satisfaction at Pengangkutan Dutamasindo Pematangsiantar, both simultaneously and partially.
References
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Sugiyono (2017) Metode Penelitian: Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
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Wulandari, P., Sutiono, H.T. and Kussujaniatun, S. (2021) ‘Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa Jne Di Yogyakarta’, Jurnal Ilmiah Manajemen, 9, pp. 7823–7830. Available at: https://doi.org/10.37641.
Choiriyah, Z. and Sa’adah, L. (2021) Penerapan Strategi Pemasaran di CV. Zam-Zam. 1st edn. Jombang: Lembaga Penelitian dan Pengabdian Masyarakat (LPPM) Universitas KH. A. Wahab Hasbullah. Available at: https://www.google.co.id/books/edition/Penerapan_Strategi_Pemasaran_di_CV_Zam_Z/iC93EAAAQBAJ?hl=id&gbpv=1&dq=bauran+pemasaran&pg=PA29&printsec=frontcover.
Damalang, G.P.., Kalangi, J.A.F. and Tamengkel, L.F. (2021) ‘Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT . JNE Cabang Manado’, Productivity, 2(4), pp. 299–303. Available at: https://ejournal.unsrat.ac.id/v3/index.php/productivity/article/view/34897.
Fatihudin, D. and Firmansyah, A. (2019) Pemasaran Jasa (strategi, mengukur kepuasan dan loyalitas pelanggan). 1st edn. sleman: Deepublish. Available at: https://www.google.co.id/books/edition/Pemasaran_Jasa_Strategi_Mengukur_Kepuasa/txyPDwAAQBAJ?hl=id&gbpv=1&dq=pengertian+kepuasan+pelanggan+jasa&pg=PR9&printsec=frontcover.
Hasdiansa, I.W. and Hasbiah, S. (2023) ‘The Effect of Service Quality on Customer Satisfaction Using Goods Delivery Services in Makassar City’, Fundamental and Applied Management Journal, 1(1), pp. 5–12. Available at: https://doi.org/10.61220/famj.v1i1.202302.
Indrasari, M. (2019) Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press.
Kotler, P. and Amstrong, G. (2014) Prinsip-prinsip Pemasaran. 12th edn. Edited by B. Sabran. Jakarta: Erlangga.
Kotler, P. and Keller, K. lane (2016) Manajemen Pemasaran. 12 Jilid 1. Jakarta: PT. Indeks.
Lupiyoadi, R. and Ikhsan, R.B. (2015) Pratikum Metode Bisnis. Jakarta: Salemba Empat.
Mulyadi and Winarso, W. (2020) Pengantar Manajemen. Purwokerto: CV Pena Persada.
Mulyasari, H., Dan, T.T.B. and Wijaya, A.B.M. (2014) ‘Analisis Jenis Sistem Pembayaran Elektronik Dalam Transaksi E-Commerce Di Indonesia’, Seminar Nasional Teknologi Informasi dan Komunikasi, 2014(Sentika), pp. 166–173. Available at: https://scholar.google.com/scholar?hl=id&as_sdt=0%2C5&q=Analisis+Jenis+Sistem+Pembayaran+Elektronik+Dalam+Transaksi+E-Commerce+Di+Indonesia&btnG=.
Novia, H.E. and Sutrisna, E. (2017) ‘Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Pelanggan pada Expedisi di Pekanbaru (Studi PT. Jne (Jalur Nugraha Ekakurir) Pekanbaru)’, Jom FISIP, 4(2), pp. 1–15. Available at: https://www.neliti.com/publications/208655/pengaruh-kualitas-pelayanan-dan-harga-terhadap-kepuasan-pelanggan-pada-expedisi.
Novia, N.H. et al. (2023) Manajemen Pemasaran. 1st edn. Edited by N.H. Novia. Solok: PT Mafy Media Literasi Indonesia. Available at: https://www.google.co.id/books/edition/MANAJEMEN_PEMASARAN/5a7pEAAAQBAJ?hl=id&gbpv=1&dq=MANAJEMEN+PEMASARAN+PT+Mafy+Media+Literasi+Indonesia&pg=PA359&printsec=frontcover
Pradana, A.S. et al. (2023) E-Commerce. 1st edn. Edited by M. Nasrudin. pekalongan: Pt Nasya Expanding Management. Available at: https://www.google.co.id/books/edition/E_Commerce/GIW9EAAAQBAJ?hl=id&gbpv=1&dq=pengertian+e+payment&pg=PR7&printsec=frontcover.
Rabiah, A.S. et al. (2020) ‘Haruskah E-Payment Trust Diterapkan E-Commerce Sebagai Faktor Kepuasan Konsumen?’, E-Jurnal Manajemen Universitas Udayana, 9(7), p. 2724. Available at: https://doi.org/10.24843/ejmunud.2020.v09.i07.p13.
Reynaldo, R., Suprapto, W. and Jani, Y. (2020) ‘Service Convenience and Service Quality to Customer Satisfaction among the Shipping Expeditions’, SHS Web of Conferences, 76, p. 01043. Available at: https://doi.org/10.1051/shsconf/20207601043.
Resmi, S. et al. (2023) Literasi Kewirausahaan dan Keuangan: Menguatkan Sikap dan Kompetensi Berwirausaha. 1st edn. Edited by Rosidah. Jakarta Selatan: Salemba Empat.
Rifaldi, Kadunci and Sulistyowati (2016) ‘Pengaruh Kualitas Pelayanan Transportasi Online Gojek Terhadap Kepuasan Pelanggan Pada Mahasiswa/I Administrasi Niaga Politeknik Negeri Jakarta’, JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam), 7(1), p. 1. Available at: https://jurnal.pnj.ac.id/index.php/epigram/article/view/819.
Rizkiyah, K. et al. (2021) ‘Pengaruh Digital Payment terhadap Perilaku Konsumen Pengguna Platform Digital Payment OVO’, Jurnal Ilmiah Manajemen, 16(1), pp. 107–126. Available at: https://ejournal.unib.ac.id/Insight/article/view/14171/pdf.
Robbins, S.P., Coulter, M.A. and DeCenzo, D.A. (2017) Fundamentals of Management: Essential Concepts and Applications. 10th edn. Harlow: Pearson Education.
Roosdhani, M.R. (2022) Modul Ajar E-Commerce. 1st edn. Edited by W. Afrida. solol: mitra cendekia media. Available at: https://www.google.co.id/books/edition/Modul_Ajar_E_Commerce/oOp4EAAAQBAJ?hl=id&gbpv=1&dq=pengertian+e+payment&pg=PA13&printsec=frontcover.
Ruyatnasih, Y. and Megawati, L. (2018) Pengantar Manajemen: Teori, Fungsi, dan Kasus. 2nd edn. Yogyakarta: CV.Absolute Media.
Srisusilawati, P. (2020) Kualitas Pelayanan dan Strategi Promosi Terhadap Loyalitas Nasabah. 1st edn. Edited by W. Kurniawan. Purwokerto Selatan: CV Pena Persada Redaksi.
Sugiyono (2017) Metode Penelitian: Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Surbakti, P.S. et al. (2017) ‘Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Pt Kereta Api Indonesia (Persero) Stasiun Pematangsiantar (Survei Terhadap Masyarakat Di Kelurahan Bantan Rt 002 / Rw 007 Pematangsiantar)’, Maker, 3(No.1), p. 8. Available at: https://maker.ac.id/index.php/maker/article/view/60/60.
Terry, G. R. and Rue, L.W. (2019) Dasar- Dasar Manajemen Edisi Revisi. Edited by B.S. Fatmawati. Jakarta: Bumi Aksara. Available at:https://www.google.co.id/books/edition/Dasar_dasar_Manajemen_Edisi_Revisi/6UmEAAAQBAJ?hl=id&gbpv=1&dq=dasar+dasar+manajemen&printsec=frontcover.
Tjiptono, F. (2014) Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Yogyakarta: Andi Offset.
Tjiptono, F. and Chandra, G. (2016) Service, Quality dan Satisfaction. 4th edn. Yogyakarta: Andi Offset.
Tjiptono, F. and Diana, A. (2019) Kepuasan Pelanggan. Yogyakarta: Andi Offset
Turban, E. et al. (2015) Electonic Commerce: A Managerial and Social Networks Perspective. 8th edn. Springer. Available at: https://doi.org/10.1007/978-3-319-10091-3.
Wangsajaya, Y. et al. (2023) Monograf Model Pengukuran Kualitas Layanan Publik Dengan Indikator Presisi Polri Berbasis Kecerdasan Buatan. Edited by F. Sofiani. Makassar: PT. Nas Media Indonesia.
Wulandari, P., Sutiono, H.T. and Kussujaniatun, S. (2021) ‘Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa Jne Di Yogyakarta’, Jurnal Ilmiah Manajemen, 9, pp. 7823–7830. Available at: https://doi.org/10.37641.
Published
2025-05-26
Section
Articles
