PENGARUH PERCEIVED EASE OF USE, USER EXPERIENCE, DAN CUSTOMER CONFIDENCE TERHADAP CUSTOMER LOYALITY PADA PENGISIAN BBM SUBSIDI DALAM PERSPEKTIF BISNIS ISLAM (Studi pada pengguna QR Code pada SPBU Coco Retail Bandar Lampung)

ARNIZ, LINZANI (2025) PENGARUH PERCEIVED EASE OF USE, USER EXPERIENCE, DAN CUSTOMER CONFIDENCE TERHADAP CUSTOMER LOYALITY PADA PENGISIAN BBM SUBSIDI DALAM PERSPEKTIF BISNIS ISLAM (Studi pada pengguna QR Code pada SPBU Coco Retail Bandar Lampung). Diploma thesis, UIN RADEN INTAN LAMPUNG.

PDF Download (4MB)

Abstract

Abstrak Kebijakan baru dari pemerintah bahwasannya pengisian BBM Subsidi harus menggunakan barcode agar pengisian lebih efektif dan efisien, tujuan dari penelitian ini untuk mengetahui seberapa besar pengaruh antara perceived ease of use, user experience, dan customer confidence terhadap customer loyality pada pengisian BBM subsidi pada pertamina coco retail Bandar lampung. Metode pengambilan sampel menggunakan teknik Purposive Sampling, dengan jumlah populasi yang belum diketahui. Dengan sampel yang telah dihitung menggunakan rumus lemeshow sebanyak 97 sampel. Data dianalisis menggunakan aplikasi SMART PLS4. Perceived Ease of Use berpengaruh positif dan signifikan terhadap Customer Loyalty, dengan nilai original sample sebesar 0.336, t-statistik sebesar 2.864, dan nilai p value sebesar 0.004. User Experience berpengaruh positif dan signifikan terhadap Customer Loyalty, dengan nilai original sample sebesar 0.376, t-statistik sebesar 2.857, dan p-value sebesar 0.005. Customer Confidance berpengaruh positif dan signifikan terhadap Customer Loyalty, dengan nilai original sample sebesar 0.231, tstatistik sebesar 2.504, dan p-value sebesar 0.012. hasil Uji F (simultan) yang disajikan pada Tabel 5, diketahui bahwa nilai F hitung sebesar 75.341 dengan nilai p-value sebesar 0.000. Karena nilai p < 0.05, maka dapat disimpulkan bahwa model regresi secara simultan signifikan. Penelitian ini menegaskan bahwa kemudahan penggunaan sistem, pengalaman positif pengguna, serta kepercayaan konsumen2 berperan penting dalam membentuk loyalitas terhadap penggunaan sistem pengisian BBM subsidi berbasis QR Code, serta selaras dengan prinsip bisnis Islam yang menekankan kejujuran, amanah, dan transparansi. Keywords: Perceived Ease of Use ; User Experience ; Customer Confidence ; Customer Loyality ; Bisnis Islam Abstract The government has introduced a new policy that requires the use of barcodes for charging subsidized fuel, aiming to enhance efficiency and effectiveness in the charging process. This study aims to assess the influence of perceived ease of use, user experience, and customer confidence on customer loyalty in relation to subsidized fuel filling at Pertamina Coco Retail in Bandar Lampung. The sampling method employed is Purposive Sampling, conducted with an unknown population. A total of 97 samples were calculated using the Lemeshow formula. The data analysis was performed using the SMART PLS4 application. Perceived Ease of Use has a positive and significant effect on Customer Loyalty, with an original sample value of 0.336, a tstatistic of 2.864, and a p-value of 0.004. User Experience has a positive and significant effect on Customer Loyalty, with an original sample value of 0.376, a t-statistic of 2.857, and a p-value of 0.005. Customer Confidence has a positive and significant effect on Customer Loyalty, with an original sample value of 0.231, a t-statistic of 2.504, and a p-value of 0.012. The results of the F Test (simultaneously) presented in Table 5, it is known that the calculated F value is 75,341 with a p-value of 0.000. Because the p value <0.05, it can be concluded that the regression model is simultaneously significant. This study confirms that ease of use, positive user experience, and consumer trust play an important role in shaping loyalty to the use of the QR Code-based subsidized fuel filling system, and is in line with Islamic business principles that emphasize honesty, trustworthiness, and transparency. Keywords: Perceived Ease of Use ; User Experience ; Customer Confidence ; Customer Loyality; Islamic Business

Actions (login required)

View Item