Electronic Theses and Dissertation

Abstrak: Pelaksanaan penelitian ini mempunyai tujuan yakni guna menelaah terkait pengaruh yang ditimbulkan Kualitas Kontak Personal, Kualitas Operasional, dan Kualitas Informasi terhadap minat penggunaan ulang jasa pengiriman barang di PT SDB. PT Sinar Desa adalah salah satu perusahaan yang sukses dan terkemuka di Aceh, yang bergerak di berbagai bidang seperti jasa ekspedisi dan pelayaran kapal motor nelayan di Krueng Aceh, khususnya di Lampulo. Pengguna Jasa Pengiriman PT SDB yang telah melakukan dua kali pengiriman menjadi sampel penelitian. Terdapat sejumlah 160 orang yang turut berperan serta sebagai responden pada penelitian ini, dengan mengimplementasikan purposive sampling sebagai strategi sampel penelitian ini. Data ditelaah dengan memanfaatkan Model SEM-PLS (Structural Equation Modelling).

Hasil temuan penelitian memperlihatkan jika Personal Contact Quality (PCQ) berpengaruh terhadap Re-Use intention (RUI). Operational Quality (OQ) berpengaruh terhadap Re-Use intention (RUI). Information Quality (IQ) berpengaruh terhadap Re-Use intention (RUI). Personal Contact Quality (PCQ) berpengaruh terhadap Customer Satisfaction (CS). Operational Quality (OQ) berpengaruh terhadap Customer Satisfaction (CS). Information Quality (IQ) tidak terlalu berpengaruh terhadap Customer Satisfaction (CS). Melalui Customer Satisfaction (CS) sebagai variabel intervening, Personal Contact Quality (PCQ) berpengaruh terhadap Re-Use intention (RUI). Melalui Customer Satisfaction (CS) sebagai variabel intervening, Operational Quality (OQ) berpengaruh terhadap Re-Use intention (RUI). Melalui Customer Satisfaction (CS) sebagai variabel intervening, Information Quality (IQ) berpengaruh terhadap Re-Use intention (RUI).

Kata Kunci: Personal Contact Quality (PCQ), Operational Quality (OQ), Information Quality (IQ), Customer Satisfaction (CS), dan Re-Use intention (RUI)

Abstract: The implementation of this research has the aim of examining the affects of Personal Contact Quality, Operational Quality, and Information Quality on the intention to reuse PT SDB's delivery services. PT Sinar Desa is a successful and prominent company in Aceh, operating in various sectors, including expedition services and fishing boat shipping in Krueng Aceh, particularly in Lampulo. PT SDB's delivery service users who had made two deliveries served as the research sample. A total of 160 people participated as respondents in this study, using purposive sampling as the sample strategy. The data was examined by utilizing the SEM-PLS (Structural Equation Modeling). The results showed that Personal Contact Quality (PCQ) influenced Reuse Intention (RUI). Operational Quality (OQ) influenced Reuse Intention (RUI). Information Quality (IQ) influenced Reuse Intention (RUI). Personal Contact Quality (PCQ) influenced Customer Satisfaction (CS). Operational Quality (OQ) influenced Customer Satisfaction (CS). Information Quality (IQ) had little effect on Customer Satisfaction (CS). Through Customer Satisfaction (CS) as an intervening variable, Personal Contact Quality (PCQ) affects Re-Use Intention (RUI). Through Customer Satisfaction (CS) as an intervening variable, Operational Quality (OQ) affects Re-Use Intention (RUI). Through Customer Satisfaction (CS) as an intervening variable, Information Quality (IQ) affects Re-Use Intention (RUI). Keywords: Personal Contact quality (PCQ), Operational Quality (OQ), Information Quality (IQ), Customer Satisfaction (CS), and Re-Use intention (RUI)