KALSUM, UMI (2018) PENERAPAN SEM PADA ANALISIS PENGARUH KUALITAS LAYANAN SIDJP TERHADAP KEPUASAN PENGGUNA (STUDI KASUS : KPP PRATAMA PALEMBANG SEBERANG ULU). Undergraduate Thesis thesis, UIN RADEN FATAH PALEMBANG.
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Abstract
This study analyzes the service quality and user satisfaction with the directorate general tax information system at the KPP Pratama Palembang Seberang Ulu office, then looks for the influence of service quality on user satisfaction by using the approach of structural equation modeling (SEM). SEM is a multivariate analysis that is used to analyze the relationships between variables. SEM analysis has seven stages, namely: the development of theoretical models, development of path diagrams, conversion of path diagrams to structural equations, selecting input and type of estimation matrices, identifying models, assessing the criteria for goodness of fit, modifying and interpreting results. One software that can be used is Lisrel. The quality of services to be measured using the servqual method consists of Tangible, Reliability, Responsiveness, Assurance, Empathy. While user satisfaction is measured using the EUCS method which consists of Content, Accuracy, Format with, Ease of Use and Timeliness. Data were obtained from 98 respondents by filling out a questionnaire. The model after experiencing several stages has met the criteria of goodness of fit with the value of producing CFI> = 0.95. Then interpreting the influence by looking at the value of t-count> 1.96. Based on the results of these tests it can be concluded that service quality has an effect on user satisfaction.
| Item Type: | Thesis (Undergraduate Thesis) |
|---|---|
| Subjects: | 600 Teknologi > Ilmu Teknik, Engineering |
| Divisions: | Fakultas Sains dan Teknologi > 57201 - Sistem Informasi |
| Depositing User: | UPT Perpustakaan Pusat |
| Date Deposited: | 20 Sep 2021 06:49 |
| Last Modified: | 20 Sep 2021 06:49 |
| URI: | http://repository.radenfatah.ac.id/id/eprint/11155 |
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