{"title":"巴淡市gojek在线交通用户满意度影响因素分析","authors":"Nora Pitri Nainggolan, Jontro Simanjuntak","doi":"10.33884/jimupb.v10i1.4763","DOIUrl":null,"url":null,"abstract":"This research aims to find out the influence of CRM, trust and user value on the satisfaction of online transportation users partially and simultaneously on gojek online transportation users in Batam City. The instrument used in the study to collect data was a questionnaire with a total of 394 respondents. Using validity tests and reliability tests to test data quality, multiple linear regression analysis and determination coefficient (R2) testing are used to test their effects, while t tests and F tests to test hypotheses using the help of SPSS version 25. Results from the adjusted determination coefficient (R2) test showed that CRM, trust and user value had a 12% effect on user satisfaction. While CRM (X1) affects 14.7% on user satisfaction, trust (X2) affects 19.3% on user satisfaction, and user value (X3) affects 31% of satisfaction. \n ","PeriodicalId":326664,"journal":{"name":"JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam)","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2022-01-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"ANALYSIS FACTORS AFFECTING ON USERS SATISFACTION OF GOJEK ONLINE TRANSPORTATION IN BATAM CITY\",\"authors\":\"Nora Pitri Nainggolan, Jontro Simanjuntak\",\"doi\":\"10.33884/jimupb.v10i1.4763\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This research aims to find out the influence of CRM, trust and user value on the satisfaction of online transportation users partially and simultaneously on gojek online transportation users in Batam City. The instrument used in the study to collect data was a questionnaire with a total of 394 respondents. Using validity tests and reliability tests to test data quality, multiple linear regression analysis and determination coefficient (R2) testing are used to test their effects, while t tests and F tests to test hypotheses using the help of SPSS version 25. Results from the adjusted determination coefficient (R2) test showed that CRM, trust and user value had a 12% effect on user satisfaction. While CRM (X1) affects 14.7% on user satisfaction, trust (X2) affects 19.3% on user satisfaction, and user value (X3) affects 31% of satisfaction. \\n \",\"PeriodicalId\":326664,\"journal\":{\"name\":\"JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam)\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2022-01-13\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam)\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.33884/jimupb.v10i1.4763\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.33884/jimupb.v10i1.4763","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 1
摘要
本研究旨在找出客户关系管理、信任和用户价值对在线交通用户满意度的部分影响和对巴淡市gojek在线交通用户满意度的同时影响。研究中使用的收集数据的工具是问卷调查,共有394名受访者。使用效度检验和信度检验检验数据质量,使用多元线性回归分析和决定系数(R2)检验检验其效果,使用SPSS version 25检验t检验和F检验假设。调整后的决定系数(R2)检验结果显示,客户关系管理、信任和用户价值对用户满意度有12%的影响。CRM (X1)对用户满意度的影响为14.7%,信任(X2)对用户满意度的影响为19.3%,用户价值(X3)对用户满意度的影响为31%。
ANALYSIS FACTORS AFFECTING ON USERS SATISFACTION OF GOJEK ONLINE TRANSPORTATION IN BATAM CITY
This research aims to find out the influence of CRM, trust and user value on the satisfaction of online transportation users partially and simultaneously on gojek online transportation users in Batam City. The instrument used in the study to collect data was a questionnaire with a total of 394 respondents. Using validity tests and reliability tests to test data quality, multiple linear regression analysis and determination coefficient (R2) testing are used to test their effects, while t tests and F tests to test hypotheses using the help of SPSS version 25. Results from the adjusted determination coefficient (R2) test showed that CRM, trust and user value had a 12% effect on user satisfaction. While CRM (X1) affects 14.7% on user satisfaction, trust (X2) affects 19.3% on user satisfaction, and user value (X3) affects 31% of satisfaction.