PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER ENGAGEMENT : Studi pada Pengguna Startup Education Quipper di Indonesia - Athifah Zakiyyah Ahmad, - (2022)
Athifah Zakiyyah Ahmad 1703331, "Pengaruh E-service Quality terhadap E-satisfaction dan dampaknya terhadap Customer Engagement (Studi pada Pengguna Startup Education Quipper di Indonesia)" di bawah bimbingan Dr. Lili Adi Wibowo, S.Pd., S.Sos., M.M. dan Dr. Puspo Dewi Dirgantari, S.Pd., M.T., M.M. Penelitian ini bertujuan untuk memperoleh gambaran dan pengaruh e-service quality terhadap e-satisfaction dan dampaknya terhadap customer engagement pengguna startup education Quipper. Penelitian ini menggunakan metode deskriptif dan verifikatif dengan pendekatan kuantitatif. Variabel terikat dalam penelitian ini adalah Customer Engagement serta variabel bebas E-service quality dan E-satisfaction. Populasi dalam penelitian ini adalah pengguna startup education technology Quipper di Indonesia. Pengambilan sampel dalam penelitian ini dengan menggunakan simple random sampling dengan menggunakan teknik probability sampling terhadap 200 responden. Teknik analisis yang digunakan adalah Structural Equation Modeling (SEM) dan Uji Sobel. Hasil temuan penelitian ini menunjukkan bahwa gambaran e-service quality, dan customer engagement berada pada kategori tinggi, sedangkan e-satisfaction pada kategori sedang. Hasil penelitian menunjukkan e-service quality berpengaruh signifikan terhadap customer engagement, e-satisfaction berpengaruh signifikan terhadap customer engagement, serta variabel e-service quality dan e-satisfaction berpengaruh signifikan terhadap customer engagement. Kontribusi terbesar adalah dimensi customer service pada variabel e-satisfaction yang berkolerasi dengan dimensi endorsing pada customer engagement, sedangkan kontribusi terkecil adalah dimensi pada variabel e-service quality yaitu dimensi application design yang berkolerasi dengan dimensi absorption dan dimensi enthusiasm pada customer engagement. Kata kunci: E-Service Quality, E-Satisfaction, Customer Engagement Athifah Zakiyyah Ahmad 1703331,"Effect of E-service Quality on E-satisfaction and its impact on Customer Engagement (Study on Quipper Education Startup Users in Indonesia)" Under the guidance of Dr. Lili Adi Wibowo, S.Pd., S.Sos., M.M. and Dr. Puspo Dewi Dirgantari, S.Pd., M.T., M.M. This study aims to obtain an overview and effect of e-service quality on e-satisfaction and on customer engagement of Quipper education startup users. This study uses descriptive and verification methods with a quantitative approach. The variables contained in this study are Customer Engagement and the independent variables are E-service quality and E-satisfaction. The population in this study is Quipper's startup education technology users in Indonesia. Sampling in this study using simple random sampling using probability sampling technique of 200 respondents. The analysis technique used is Structural Equation Modeling (SEM) and Sobel Test methods. These findings indicate that the description of e-service quality and customer engagement is in the high category, while e-satisfaction is in the medium category. The results show that the quality of e-service has a significant effect on customer engagement, e-satisfaction has a significant effect on customer engagement, and the variables of e-service quality and e-satisfaction have a significant effect on customer engagement. The biggest contribution is the customer service dimension on the e-satisfaction variable which is correlated with the supporting dimension on customer engagement, while the largest contribution is the dimension on the e-service quality variable, namely the application design dimension which is correlated with the dimensions and dimensions of enthusiasm for customer engagement. Keywords: E-Service Quality, E-Satisfaction, Customer Engagement