Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Trust terhadap Customer Satisfaction serta Dampaknya terhadap Continuance Intention pada Pengguna Aplikasi Klik Indomaret
DOI:
https://doi.org/10.61722/jemba.v2i4.1225Keywords:
Perceived Ease of Use, Perceived Usefulness, Trust, Customer Satisfaction, Continuance IntentionAbstract
Penelitian ini bertujuan untuk mengetahui pengaruh perceived ease of use, perceived usefulness, dan trust terhadap customer satisfaction serta dampaknya terhadap continuance intention pada pengguna aplikasi Klik Indomaret di Jakarta. Populasi dalam penelitian ini adalah pengguna aplikasi Klik Indomaret di Jakarta dengan jumlah sampel sebanyak 169 responden yang ditentukan menggunakan metode purposive sampling. Teknik pengumpulan data dilakukan dengan kuesioner dan olah data dilakukan dengan analisis SEM-PLS menggunakan perangkat lunak SPSS dan SmartPLS. Hasil dari penelitian ini menunjukkan bahwa perceived ease of use berpengaruh positif dan signifikan terhadap customer satisfaction pada pengguna aplikasi Klik Indomaret, perceived usefulness berpengaruh positif dan signifikan terhadap customer satisfaction pada pengguna aplikasi Klik Indomaret, trust berpengaruh positif dan signifikan terhadap customer satisfaction pada pengguna aplikasi Klik Indomaret, dan customer satisfaction berpengaruh positif dan signifikan terhadap continuance intention pada pengguna aplikasi Klik Indomaret.
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