Pengaruh E-service Quality Terhadap Minat Beli Ulang Konsumen Linkaja

Michael Eliezer Saragih, Imanuddin Hasbi

Abstract

Abstrak
LinkAja merupakan perusahaan penyedia jasa keuangan erlektronik yang menawarkan kemudahan dalam melakukan
transaksi belanja dan kebutuhan sehari-hari.Saat ini LinkAja telah merambah pada bidang transportasi online.Namun
terdapat banyak masalah yang dirasakan oleh konsumen saat menggunakan layanan aplikasi LinkAja, terkait
pelayanan yang dirasa kurang baik dan sering terjadi kesalahan ketika bertransaksi. Hal ini didukung dengan hasil pra
survey yang menunjukan adanya permasalahan pada aplikasi LinkAja. Jika dibiarkan dapat mempengaruhi minat beli
ulang konsumen LinkAja. Penelitian ini bertujuan untuk mengetahui pengaruh E-Service Quality terhadap Minat Beli
Ulang konsumen LinkAja.
Penelitian ini menggunakan metode penelitian deskriptif kuantitatif dan analisis regresi sederhana. Pengambilan
sampel dilakukan dengan metode non-probability sampling, dengan jumlah responden pada penelitian ini adalah
pengguna aplikasi LinkAja yang pernah berbelanja di aplikasi LinkAja dengan jumlah responden sebanyak 100 orang.
Berdasarkan hasil deskriptif diketahui bahwa E-Service Quality dan Minat Beli Ulang berada dalam kategori baik
dengan nilai sebesar 78,45% dan 75,50%
Berdasarkan hasil pengujian hipotesis E-Service Quality berpengaruh signifikan terhadap Minat Beli Ulang konsumen
LinkAja.Hail uji koefisien determinasi menunjukan nilai R Square berpengaruh sebesar sedangkan sisanya
dipengaruhi oleh variable lain yang tidak diteliti dalam penelitian ini, seperti e-satisfaction.
Kata Kunci: E-Service Quality, Minat Beli Ulang, Pemasaran
Abstract
LinkAja is an electronic financial service provider that offers convenience in carrying out shopping transactions and
daily necessities. Currently LinkAja has penetrated into the field of online transportation. However, there are many
problems felt by consumers when using the LinkAja application service, related to services that are not good enough
and mistakes often occur when making transactions. This is supported by the results of a pre-survey which showed a
problem with the LinkAja application. If it is left unchecked, it can affect LinkAja consumer repurchase interest. This
study aims to determine the effect of E-Service Quality on LinkAja consumer repurchase intention.
This research uses descriptive quantitative research methods and simple regression analysis.Sampling was
carried out by non-probability sampling method, with the number of respondents in this study were users of the
LinkAja application who had shopped at the LinkAja application with a total of 100 respondents.
Based on the descriptive results it is known that E-Service Quality and Repurchase Interest are in the good
category with values of 78.45% and 75.50%.
Based on the results of hypothesis testing, E-Service Quality has a significant effect on LinkAja consumer
repurchase intention. The coefficient of determination test results show that the value of R Square has an effect while
the rest is influenced by other variables not examined in this study, such as e-satisfaction.
Keywords: E-Service Quality, Repurchase Intention, Marketing

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