PENGARUH KUALITAS LAYANAN WEBSITE SICEPAT EKSPRES DENGAN METODE WEBQEM TERHADAP KEPUASAN PENGGUNA

Majalah Ekonomi Pub Date : 2023-01-03 DOI:10.36456/majeko.vol27.no2.a6271

Safira Wulandari Devianarko, S. Sulistiowati, Tony Soebijono

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Abstract

SiCepat Ekspres is a freight forwarding and logistics service company. SiCepat Ekspres has an official website at www.sicepat.com. The problem is that the increase in the number of visitors to SiCepat Ekspres is much lower than that of competing companies. To maintain and increase website users or visitors, it is necessary to know the relationship between website service quality and user satisfaction. Therefore, a research was conducted on the effect of website service quality with the WebQEM method on user satisfaction. The quality of website services with the WebQEM method has four variables, namely usability, functionality, reliability, and efficiency. With the distribution of questionnaires as many as 131 user respondents or visitors to the SiCepat Ekspres website, after being processed and analyzed by the multiple linear regression analysis method, it was obtained that 1) the reliability variable affected the user satisfaction variable by 32%, meaning that every increase in the reliability variable would increase user satisfaction by 32%. , 2) the efficiency variable affects the user satisfaction variable by 26%, meaning that every increase in the efficiency variable will increase user satisfaction by 26%, 3) the usability variable and the functionality variable have no effect on user satisfaction.

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sifast express网站服务质量与WEBQEM方法对用户满意度的影响

西帕特是一家货运代理和物流服务公司。SiCepat Ekspres的官方网站是www.sicepat.com。但问题是，与竞争对手相比，访问SiCepat Ekspres的访问者增加幅度要小得多。要想保持和增加网站的用户或访问者，就必须了解网站服务质量与用户满意度之间的关系。因此，本文采用WebQEM方法研究网站服务质量对用户满意度的影响。使用WebQEM方法的网站服务质量有四个变量，即可用性、功能性、可靠性和效率。SiCepat Ekspres网站共发放了131份用户受访者或访问者的问卷，经过多元线性回归分析方法的处理和分析，得到:1)信度变量对用户满意度变量的影响为32%，即信度变量每增加一次，用户满意度就会增加32%。(2)效率变量对用户满意度变量的影响为26%，即效率变量每增加一次，用户满意度就会增加26%;(3)可用性变量和功能变量对用户满意度没有影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Majalah Ekonomi

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