Munajat, Aditya Faqih Ramadahani (2025) ANALISIS PENGARUH E-SERVICE QUALITIY DAN HARGA TERHADAP KEPUASAN PELANGGAN PADA PT. LALAMOVE LOGISTIK INDONESIA (TA.10.25.005). Diploma thesis, UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL.
Full text not available from this repository.Abstract
ABSTRAK Penelitian memberikan manfaat signifikan bagi PT.Lalamove Logistik Indonesia yang diteliti melalui pemahaman tentang pengaruh E-service Quality dan Harga dalam memengaruhi Kepuasan Pelanggan. Dilatar belakangi dengan banyaknya permasalahan terkait ketidakpastian harga layanan, kurangnya update pada fitur di aplikasi, serta kurang responsifnya layanan pelanggan dalam menangani komplain yang dapat berpengaruh kepada Customer Satisfaction (Kepuasan Pelanggan). Studi ini menguji dampak masing-masing variabel secara parsial dan simultan dengan metode kuantitatif, data primer dikumpulkan melalui penyebaran kuesioner daring kepada pelanggan yang pernah menggunakan aplikasi Lalamove untuk jasa pengiriman barang. Teknik pengambilan sampel menggunakan metode non probability sampling sebanyak 100 responden. Hasil penelitian menunjukan bahwa E-service Quality (X1) berpengaruh signifikan terhadap keputusan pembelian (Y), dan Harga (X2) tidak berpengaruh signifikan terhadap keputusan pembelian (Y). Secara simultan ketiga variabel (X1 dan X2) secara bersama-sama berpengaruh signifikan terhadap keputusan pembelian (Y), ini menegaskan bahwa E-service Quality dan Harga yang efktif dapat meninngkatkan Kepuasan Pelanggan. Kata Kunci : E-service Quality, Harga, Kepuasan Pelanggan vii Universitas Logistik dan Bisnis Internasional ANALYSIS THE EFFECT OF E-SERVICE QUALITY AND PRICE ON CUSTOMER SATISFACTION AT PT. LALAMOVE LOGISTIK INDONESIA (CASE STUDY: DELIVERY SERVICES) By : Aditya Faqih Ramadhani Munajat ABSTRACT This research provides significant benefits for PT. Lalamove Logistik Indonesia, which is being studied through an understanding of the influence of E-service Quality and Price on Customer Satisfaction. This is motivated by numerous issues related to service price uncertainty, lack of updates to application features, and a lack of responsiveness in customer service in handling complaints, which can impact Customer Satisfaction. This study examines the impact of each variable partially and simultaneously using quantitative methods. Primary data was collected through distributing online questionnaires to customers who have used the Lalamove application for delivery services. The sampling technique used a non-probability sampling method with 100 respondents. The results show that E-service Quality (X1) has a significant effect on purchasing decisions (Y), and Price (X2) has no significant effect on purchasing decisions (Y). Simultaneously, all three variables (X1 and X2) together have a significant effect on purchasing decisions (Y), confirming that effective E-service Quality and Price can increase Customer Satisfaction. Keywords: E-service Quality, Price, Customer Satisfaction
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HF Commerce |
| Divisions: | Sekolah Vokasi > Logistik Niaga-EI D4 |
| Depositing User: | PKL SATU SATU |
| Date Deposited: | 22 Jul 2026 08:43 |
| Last Modified: | 22 Jul 2026 08:43 |
| URI: | http://eprints.ulbi.ac.id/id/eprint/4143 |
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