PENGARUH TECHNOLOGY READINESS DAN DIGITAL SERVICE CAPABILITY TERHADAP CUSTOMER SATISFACTION DENGAN TECHNOSTRESS SEBAGAI VARIABEL MODERASI PADAPEMBELAJARAN ONLINEDI MASA PANDEMI COVID-19 (Studi Pada Mahasiswa Universitas Tanjungpura)

Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis Pengaruh Technology Readiness Dan Digital Service Capability Terhadap Customer Satisfaction Dengan Technostress Sebagai Variabel Moderasi Pada Pembelajaran Online (Studi Pada Mahasiswa Universitas Tanjungpura). Metodologi penelitian yang digunakan adalah pendekatan kuantitatif. Instrument pengumpulan data menggunakan data primer dan data sekunder. Data primer diperoleh dengan menggunakan angket atau kuesioner dengan skala likert, dengan menggunakan sampel 200 orang responden. Responden dalam penelitian ini adalah mahasiswa yang pernah mengikuti pembelajaran online di Universitas Tanjungpura. Penelitian ini menggunakan metode purposive sampling dan menggunakan teknik analisis regresi moderasi dengan program SPSS (Software Product And Service Solutions) versi 16. Dari hasil penelitian ini dapat disimpulkan bahwa technology readiness berpengaruh terhadap customer, digital service capability berpengaruh terhadap customer. Pada variabel moderasi technostress tidak membuktikan hubungan technology readiness terhadap customer satisfaction. Pada variabel moderasi technostress tidak membuktikan hubungan digital service capability terhadap customer satisfaction.

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