ZAHRA, Raihanah Aprilia (2023) The Effect of E-Service Quality as the Implementation of Public Service Innovation on Customer Satisfaction and it's Impact tp Customer Engagement with Perceived Value as Mediating Varible (Study in Gemilang Android Application as a Public Service in Kabupaten Tangerang). Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

This was done to analyze the effect of electronic service quality on customer satisfaction which has an impact on customer engagement through the user's perceived value regarding the Tangeran Gemilang application. There were 196 respondents who had used the Tangerang Gemilang application before. Based on this research, there are several conclusions: 1) E-Service Quality has a positive effect on Customer Satisfaction using the Tangerang Gemilang application, 2) E-Service Quality has a positive effect on Perceived Value of Tangerang Gemilang application users, 3) E-Service Quality has a positive effect on Customer Engagement users of the Tangerang Gemilang application, 4) Perceived Value has a negative effect on Customer Satisfaction of users of the Tangerang Gemilang application, 5) Perceived Value has a negative effect on Customer Engagement of Tangerang Gemilang application users, 6) Customer Satisfaction has a negative effect on Customer Engagement users of the Tangerang Gemilang application, 7) Quality E-Service on Customer Satisfaction using the Tangerang Gemilang Application through Perceived Value has a negative mediating effect, 8) E-Service Quality on Customer Engagement of Tangerang Gemilang Application users through Perceived Value has a negative mediating effect. Managerial implications are 1) The government must continue to innovate and maintain the application so that users are satisfied and willing to use the application in the future, and 2) The government needs to carry out socialization evenly regarding the application so that the people of Tangerang district are aware of the existence of the application, The limitations of this study are 1) it is difficult to find respondents who meet the criteria because the application is not well socialized, so many people have not used the application, 2) this research is only limited to a questionnaire so that it is not optimal to explore, 3) more in-depth information related to e-service quality, perceived value, customer satisfaction and customer engagement, and this research is limited to users of the Tangerang Gemilang application in Tangerang Regency.

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