The Influence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan

Nabawi Nasution

2022

Abstract

The purpose of this study was to determine how the effect of e-service quality and perceived ease of use on customer satisfaction for DANA users in Medan. The type of research used is quantitative research with a sampling technique that is non-probability sampling, with a total of 140 respondents. The data collection method in this study is a survey method using a questionnaire distributed to respondents online via google form. The data analysis technique in this study uses multiple linear regression analysis which is processed using SPSS 26. The results of this study indicate that the e-service quality variable has a positive and significant effect on customer satisfaction, the perceived ease of use variable also has a positive and significant effect on customer satisfaction. Simultaneously, e-service quality and perceived ease of use have a positive and significant effect on customer satisfaction with DANA users in Medan.

Paper Citation

in Harvard Style

Nasution N. (2022). The Influence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan. In Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP, ISBN 978-989-758-618-7, SciTePress, pages 287-293. DOI: 10.5220/0011566300003460

in Bibtex Style

@conference{icosop22,
author={Nabawi Nasution},
title={The Influence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan},
booktitle={Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,},
year={2022},
pages={287-293},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011566300003460},
isbn={978-989-758-618-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,
TI - The Influence of E-Service Quality and Perceived Ease of Use on Customer Satisfaction of DANA in Medan
SN - 978-989-758-618-7
AU - Nasution N.
PY - 2022
SP - 287
EP - 293
DO - 10.5220/0011566300003460
PB - SciTePress