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PENGARUH KUALITAS WEBSITE TERHADAP TINGKAT KEPUASAN PELANGGAN MENGGUNAKAN METODE LINIER REGRESI BERGANDA

*Ratna Purwaningsih orcid scopus  -  Universitas Diponegoro, Indonesia
Salsa Fadlila Shobrina  -  Universitas Diponegoro, Indonesia
Rani Rumita  -  Universitas Diponegoro, Indonesia
Diah Nurlaila  -  Universitas Diponegoro, Indonesia
Pidi Winata  -  Universitas Diponegoro, Indonesia

Citation Format:
Abstract

Penelitian ini bertujuan untuk menguji hubungan antara dimensi-dimensi kualitas website terhadap tingkat kepuasan pelanggan terhadap website Tiket.com. Data diperoleh dengan kuesioner terhadap 141 responden pengguna situs Tiket.com. Uji validitas dan reliabilitas dilakukan untuk menguji konstruk penelitian, uji asumsi klasik dilakukan untuk memastikan persamaan regresi yang didapatkan konsisten dan tidak bias. Pengujian model dilakukan dengan metode analisis regresi linier berganda. Hasil analisis menunjukkan bahwa: desain website, keamanan dan privasi, serta empati memiliki pengaruh yang positif dan signifikan terhadap kepuasan pelanggan, sedangkan, interaktivitas, konten dan informasi, reliabilitas, serta daya tanggap tidak secara signifikan mempengaruhi kepuasan pelanggan. Rekomendasi untuk situs Tiket.com adalah pengembangan website untuk meningkatkan kepuasan pelanggan.

 

Abstract

[Analysis the Impact of Websitesite Quality on Customer Satisfaction Level using Multiple Linear Regression Method (Case Study: Tiket.com)] This study examines the relationship between the dimensions of website site quality to customer satisfaction level on the Tiket.com website. Data was collected from 141 respondents who were users of the Tiket.com website. A validity and reliability test was conducted to test the research constructs, and a classic assumption test was also undertaken to ensure that the regression equation obtained was correct, unbiased, and consistent. Multiple linear regression analysis was then carried out to test the model. The analysis of this study indicated that website site design, security, privacy, and empathy have a positive and significant influence on customer satisfaction. While interactivity, content and information, reliability, and responsiveness do not significantly affect customer satisfaction. The recommendation for the website site is website site development to increase customer satisfaction.

Keywords: website quality; customer satisfaction; multiple linear regression

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Keywords: kualitas website; kepuasan pelanggan; regresi linier berganda

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