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Taviyastuti - Taviyastuti
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Library & Information Science

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The influence of Information Quality, Service Quality, and Customer Experience On Customer Trust at PT PLN (Persero) ULP Klaten Kota Bunga - Pertiwi; Rara Ririn Budi Utaminingtyas; Taviyastuti - Taviyastuti
Admisi dan Bisnis Vol 21, No 3 (2020): OKTOBER 2020
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/ab.v21i3.2480

Abstract

The development of technology and information can be used by a company to build the customer trust.  A customer  trust is needed to make long term relationship between customer and a company. This research is implemented to know the influence of Information Quality, Service Quality, and Customer Experience On Customer Trust at PT PLN (Persero) ULP Klaten Kota by knowing the partial and simultaneous influence of information quality, service quality and customer experience toward customer trust at PT PLN (Persero) ULP Klaten Kota. The data used in this research is primary data taken by interviewing the manager of  PT PLN (Persero) ULP Klaten Kota and customer questionnaires. The sample in this research is 100 customers of  PT PLN (Persero) ULP Klaten Kota. The Sampling technique used is purposive sampling and insidental sampling.  The sata analysis model used is multiple linear regression analysis. The result of coefficient determination showed that 82,3% of customer trust is influenced by information quality,  service quality and customer experience. While,  the other is influenced by a other factors which are not examined in this research. The hypothesis result showed that information quality doesn't have a significant effect toward customer trust partially, service quality has significant effect toward customer trust and customer experience has a significant effect toward customer trust. Information quality,  service quality and customer experience have a significant effect toward customer trust simultaneously
Influence Perceived of Usefulness, Perceived Ease of Use, and Perceived of Trust on decisions to use the Application of Pegadaian Digital Services by Customers at PT Pegadaian (Persero) Ungaran Branch Office Alvian Dwi Ria Ristiyantina; Endang - Sulistiyani; Taviyastuti - Taviyastuti
JOBS (Jurnal Of Business Studies) Vol 8, No 1 (2022): Oktober 2022
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/jobs.v8i1.3988

Abstract

The purpose of this study was to determine the effect of perceived of usefulness, perceived ease of use, and perceived of trust on the decision to use the Pegadaian Digital Services application by customers at PT Pegadaian (Persero) Ungaran Branch Office. The data collection methods used were interviews, observations, and questionnaires which were distributed to 100 respondents with a purposive sampling method. Data analysis methods include descriptive analysis, validity test, reliability test, classical assumption test, t test, F test, and coefficient of determination. The results showed that perceived usefulness, perceived ease of use, and perceived of trust had a positive and significant influence either partially or simultantly on the decision to use. Based on the coefficient of determination test, the value on Adjusted R Square is 0.610, which means the contribution of the independent variable to the dependent variable is 61% while the remaining 0.390 or 39% is influenced by other variables not examined in this study.
Co-Authors Alvian Dwi Ria Ristiyantina Bunga - Pertiwi Endang - Sulistiyani Rara Ririn Budi Utaminingtyas