Analisis Behavioral Intention pada pengguna JNE di Kota Samarinda --Ed. 1

ABSTRACT
The purpose of this research is to analyze Behavioral Intention to JNE service
users in Samarinda City. This research used quantitative method with using path
analysis processed with IBM SPSS version 23 software and Structural Equation
Modeling (SEM) was performed to test the measurement and structural models
using IBM AMOS version 5 software. In total, 126 participants were domicile in
Samarinda City completed a questionnaire were used Likert Scale with 1-5 score.
Those questionnaires were distributed 180 in Samarinda City. Based on structural
models we found Perceived Service quality, Perceived Security, and Price Fairness
have significant impact on Customer Satisfaction; Perceived Service Quality and
Price Fairness have no significant impact on Trust; Perceived Security and Customer
Satisfaction have significant impact on Trust; Perceived Service Quality, Perceived
Security , and Trust have no significant impact on Behavioral Intention; Customer
Satisfaction and Price Fairness have significant impact on Behavioral Intention
Keywords: Perceived Service Quality, Security, Price Fairness, Customer
Satisfaction, Trust, Behavioral Intention, JNE
ABSTRAK
Penelitian ini bertujuan untuk menganalisa niat perilaku pada pengguna jasa
JNE di Kota Samarinda. Penelitian ini menggunakan pendekatan kuantitatif dengan
menggunakan path analysis yang diolah dengan software IBM SPSS statistik 23 dan
Structural Equation Modeling (SEM) dengan software AMOS 5.0. Penelitian ini
menggunakan sampel sebanyak 126 orang yang diambil dari sejumlah konsumen
pada pengguna JNE di Kota Samarinda. Skala pengukuran menggunakan skala
Likert dengan skor 1-5. Kuesioner yang digunakan didistrubusikan sebanyak 180 di
Kota Samarinda. Berdasarkan model struktural dapat dibuktikan bahwa Perceived
Service quality, Perceived Security, dan Price Fairness berpengaruh signifikan
terhadap Customer Satisfaction; Perceived Service Quality dan Price Fairness tidak
berpengaruh signifikan terhadap Trust; Perceived Security dan Customer
Satisfaction berpengaruh signifikan terhadap Trust; Perceived Service Quality,
Perceived Security , dan Trust tidak berpengaruh signifikan terhadap Behavioral
Intention; Customer Satisfaction dan Price Fairness berpengaruh signifikan terhadap
Behavioral Intention.
Kata Kunci : Perceived Service Quality, Perceived Security, Price Fairness,
Customer Satisfaction, Trust, Behavioral Intention, JNE.