Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan pada Platform Investasi Crownfunding berbasis Mobile

DOI: https://doi.org/10.21070/picecrs.v2i1.2390

Author (s)


(1) * Ardhityar Izaaz S.   (Universitas Ciputra Surabaya)  
        Indonesia
(2)  Rinabi Tanamal   (Universitas Ciputra Surabaya)  
        Indonesia
(*) Corresponding Author

Abstract


Investment is planting of assets carried out by company or individual. One of investment model is crowdfunding where collecting funds from large community so that significant funds are collected. Crowdfunding is managed by mobile application platform so that make easily accessed. To make customer investment, it is necessary through an investment provider. One of the important things of investment provider is service quality. Sometimes investment provider companies have problem in knowing the factor that can increase customer satisfication. This can make the company wrong in providing services needed by its customer.To find out the level of investor satisfication an analyse of factor that influence satisfication can be done. Factor of service quality can be used in the analyse. In service quality there are several factor namely tangibels, reliability, responsiveness, assurance and emphaty. In analysing used SPSS software to see the influence of these factors. After conducting research shows that service quality can affect customer satisfication, especially in the variables of reliability, responsiveness and tangibels that have significant influence. For the assurance and emphaty variables, they have an influence but not significantly. Therefore crowdfunding investment platform can implement aspects of service quality to influence their investor satisfication.


Keywords

Crowdfunding, Investment, Service Quality , Investor Satisfication



Full Text: PDF



References


Zeithaml. (2011). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Jurnal RIset Manajemen Sains

Tjiptono. (2012). Strategi Pemasaran Perusahaan Jasa (Yogyakarta: Sekolah Tinggi Ilmu Ekonomi YKP)

A. (2013). Prosedur Penelitian: Suatu Pendekatan Praktik (Jakarta: Rineka Cipta)

Ghozali. (2016). Aplikasi Analisis Multivariate dengan Program IBM SPSS 23 (Semarang:Badan Penerbit Universitas Diponogoro)

B, Z, Parasuraman. (2013). Pengaruh Indikator-Indikator Kualitas Layanan. Jurnal of Industrial Engineering and Management Systems

Subagio,S. (2013). Pengaruh Kualitas Layanan. Jurnal Manajemen Pemasaran Petra

Sujarweni,W. (2014). Metodologi Penelitia Lengkap, Praktis dan Mudah Dipahami (Yogyakarta:Pustaka Baru)

Tanamal, R. (2017). Analisis Faktor yang Paling Berpengaruh Pada Keinginan Menggunakan Aplikasi Grab di Kota Surabaya Jurnal Terapan Teknologi Informasi,119– 128

Tileng, K. G. (2015). Penerapan Technology Acceptance Model pada Aplikasi Edmodo di Universitas Ciputra Surabaya Menggunakan Analisis Jalur. Jurnal Informatika dan Sistem Informasi


Article View

Abstract views : 51 times | PDF files viewed : 35 times

Dimensions, PlumX, and Google Scholar Metrics

10.21070/picecrs.v2i1.2390


Refbacks

  • There are currently no refbacks.




Copyright (c) 2019 Ardhityar Izaaz

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.