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DAFTAR ISI
HALAMAN JUDUL ........................................................................................................ i LEMBAR PENGESAHAN PEMBIMBING ................................................................ ii LEMBAR PENGESAHAN PENGUJI ......................................................................... iii LEMBAR PERNYATAAN KEASLIAN ..................................................................... iv HALAMAN PERSEMBAHAN ..................................................................................... v HALAMAN MOTTO ................................................................................................... vii KATA PENGANTAR .................................................................................................. viii ABSTRAK ...................................................................................................................... xi TAKARIR ...................................................................................................................... xii DAFTAR ISI................................................................................................................. xiii DAFTAR TABEL ....................................................................................................... xvii DAFTAR GAMBAR .................................................................................................. xviii DAFTAR DIAGRAM .................................................................................................. xix DAFTAR LAMPIRAN ................................................................................................. xx BAB I PENDAHULUAN ................................................................................................ 1 1.1 Latar Belakang ................................................................................................. 1 1.2 Rumusan Masalah ............................................................................................ 2 1.3 Batasan Masalah ............................................................................................... 2 1.4 Tujuan Penelitian .............................................................................................. 3 1.5 Manfaat Penelitian ............................................................................................ 3 1.6 Metodologi Penelitian ...................................................................................... 3 1.7 Sistematika Penulisan ....................................................................................... 4 BAB II LANDASAN TEORI ......................................................................................... 5
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2.1 E-commerce ...................................................................................................... 5 2.1.1 Teknologi E-commerce ........................................................................... 5 2.2 WebQual ........................................................................................................... 6 2.2.1 Sejarah WebQual .................................................................................... 7 2.2.1.1 WebQual 1.0 .................................................................................. 7 2.2.1.2 WebQual 2.0 .................................................................................. 7 2.2.1.3 WebQual 3.0 .................................................................................. 7 2.2.1.4 WebQual 4.0 .................................................................................. 8 2.2.2 Desain Penelitian WebQual .................................................................. 10 2.3 Penelitian Sebelumnya ................................................................................... 11 2.4 Website Reservasi Tiket Kereta Api ............................................................... 12 2.4.1 Website Reservasi Tiket PT. KAI ......................................................... 12 2.4.2 Website Reservasi Tiket PT. Bimasakti Multiwealth ........................... 18 2.4.3 Website Reservasi Tiket PT. Global Tiket Network ............................. 21 2.5 Uji Alat Ukur .................................................................................................. 28 2.5.1 Uji Validitas .......................................................................................... 28 2.5.2 Uji Reliabilitas ...................................................................................... 28 2.6 Analisis Data Berdasarkan WebQual ............................................................. 29 2.6.1 Mean of Importance (MoI) ................................................................... 29 2.6.2 Bobot Kepentingan Pernyataan............................................................. 29 2.6.3 WebQual Index (WQI) .......................................................................... 29 2.6.4 Maximum Score .................................................................................... 30 2.6.5 Weighted Score ..................................................................................... 30 BAB III METODOLOGI ............................................................................................. 31 3.1 Jenis Penelitian ............................................................................................... 31
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3.2 Lokasi dan Waktu Penelitian .......................................................................... 31 3.3 Sumber Data ................................................................................................... 31 3.4 Responden ...................................................................................................... 32 3.5 Populasi Penelitian ......................................................................................... 32 3.6 Sampel Penelitian ........................................................................................... 33 3.7 Metode Pengumpulan Data ............................................................................ 34 3.8 Instrumen Penelitian ....................................................................................... 35 3.9 Variabel Penelitian dan Definisi Operasional ................................................ 38 3.9.1 Variabel Penelitian ................................................................................ 38 3.9.2 Definisi Operasional ............................................................................. 38 3.10 Faktor Dimensi WebQual ............................................................................ 39 3.11 Uji Alat Ukur ............................................................................................... 41 3.12 Analisis Data ................................................................................................ 41 BAB IV HASIL DAN PEMBAHASAN ...................................................................... 44 4.1 Gambaran Umum Responden ........................................................................ 44 4.1.1 Media Penyebaran Kuesioner ............................................................... 44 4.1.2 Usia Responden .................................................................................... 45 4.1.3 Jenis Kelamin Responden ..................................................................... 45 4.1.4 Pekerjaan Responden ............................................................................ 46 4.1.5 Domisili Responden .............................................................................. 47 4.1.6 Penggunaan Website Reservasi Tiket Kereta Api oleh Responden ...... 48 4.1.7 Frekuensi Responden Menggunakan Website Reservasi Tiket Kereta Api 4.2 Hasil Uji Alat Ukur ........................................................................................ 49 4.2.1 Uji Validitas Terhadap Tiga Website Reservasi Tiket Kereta Api ....... 50 4.2.2 Uji Reliabilitas ...................................................................................... 52
49
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a. Uji Reliabilitas Terhadap Tiga Dimensi WebQual .......................... 53 b. Uji Reliabilitas Terhadap Lima Faktor Dimensi WebQual .............. 53 c. Uji Reliabilitas Terhadap Tiga Website Reservasi Tiket Kereta Api55 4.3 Hasil Analisis ................................................................................................. 55 4.3.1 Perhitungan Mean of Importance.......................................................... 55 4.3.2 Perhitungan WebQual Index ................................................................. 57 4.3.3 Analisis Kualitas Website Berdasarkan Lima Faktor Dimensi WebQual58 4.4 Pembahasan .................................................................................................... 60 BAB V KESIMPULAN DAN SARAN ........................................................................ 64 5.1 Kesimpulan..................................................................................................... 64 5.2 Saran ............................................................................................................... 64 DAFTAR PUSTAKA .................................................................................................... 66 LAMPIRAN................................................................................................................... 68
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DAFTAR TABEL
Tabel 2.1 Indikator WebQual 4.0 .................................................................................... 9 Tabel 2.2 Komparasi Website Reservasi Tiket Kereta Api............................................ 27 Tabel 3.1 Data Statistik Penumpang Kereta Api Tahun 2012 ....................................... 33 Tabel 3.2 Skala Likert .................................................................................................... 35 Tabel 3.3 Kuesioner Penilaian Sistem ........................................................................... 37 Tabel 3.4 Klasifikasi Pernyataan, Definisi, Faktor, dan Dimensi WebQual ................. 40 Tabel 4.1 Gambaran Sampel Berdasarkan Media Penyebaran Kuesioner .................... 44 Tabel 4.2 Gambaran Domisili Responden ..................................................................... 47 Tabel 4.3 Validitas Per Faktor ....................................................................................... 52 Tabel 4.4 Analisis Reliabilitas Dimensi, Faktor, dan Website ....................................... 55 Tabel 4.5 Tabel Mean of Importance ............................................................................. 56 Tabel 4.6 Weighted Score dan WebQual Index ............................................................. 58 Tabel 4.7 Analisis Faktor Dimensi WebQual ................................................................ 59
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DAFTAR GAMBAR
Gambar 2.1 Menu Reservasi Awal ............................................................................... 13 Gambar 2.2 Info Jadwal dan Reservasi......................................................................... 14 Gambar 2.3 Informasi Reservasi................................................................................... 15 Gambar 2.4 Detail Syarat dan Ketentuan Reservasi ..................................................... 15 Gambar 2.5 Isi Data Penumpang dan Pemesan ............................................................ 16 Gambar 2.6 Info Perjalanan .......................................................................................... 17 Gambar 2.7 Konfirmasi Reservasi ................................................................................ 17 Gambar 2.8 Menu Cari Tiket ........................................................................................ 18 Gambar 2.9 Jadwal Kereta Api ..................................................................................... 19 Gambar 2.10 Form Pendaftaran Anggota ....................................................................... 20 Gambar 2.11 Form Log In .............................................................................................. 20 Gambar 2.12 Menu Pencarian Jadwal Kereta ................................................................. 22 Gambar 2.13 Jadwal Kereta Api ..................................................................................... 23 Gambar 2.14 Informasi Perjalanan ................................................................................. 24 Gambar 2.15 Isi Data Penumpang .................................................................................. 25 Gambar 2.16 Bukti Reservasi ......................................................................................... 26 Gambar 3.1 Data Responden ........................................................................................ 36 Gambar 3.2 Langkah Penelitian .................................................................................... 43
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DAFTAR DIAGRAM
Diagram 2.1 Radar Kategori WebQual Dari Tiga Website............................................ 10 Diagram 4.1 Usia Responden ........................................................................................ 45 Diagram 4.2 Jenis Kelamin Responden ......................................................................... 46 Diagram 4.3 Pekerjaan Responden ................................................................................ 46 Diagram 4.4 Penggunaan Website Reservasi Tiket Kereta Api oleh Responden .......... 48 Diagram 4.5 Frekuensi Responden Menggunakan Website .......................................... 49 Diagram 4.6 Gambaran Perbedaan Setiap Website Dari Segi Faktor ............................ 60
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DAFTAR LAMPIRAN
Lampiran 1 Indikator WebQual 4.0 Berbahasa Asing ................................................... 68 Lampiran 2 Kuesioner Langsung ................................................................................... 71 Lampiran 3 Kuesioner Online ........................................................................................ 81 Lampiran 4 Hasil Uji Validitas dan Reliabilitas Setiap Faktor Untuk Seluruh Item Pernyataan Di Tiga Website ......................................................................................... 92 Lampiran 5 Hasil Uji Validitas dan Reliabilitas Tiga Dimensi WebQual Dari Tiga Website103 Lampiran 6 Hasil Uji Validitas dan Reliabilitas Seluruh Item Pernyataan Dari Tiga Website122 Lampiran 7 Hasil Tabulasi Mean of Importance ......................................................... 132 Lampiran 8 Hasil Tabulasi Mean of Importance Dari PT. Kereta Api Indonesia ....... 138 Lampiran 9 Hasil Tabulasi Mean of Importance Dari PT. Bimasakti Multiwealth..... 151 Lampiran 10 Hasil Tabulasi Mean of Importance Dari PT. Global Tiket Network ..... 164 Lampiran 11 Hasil Tabulasi Perhitungan Weighted Score PT. Kereta Api Indonesia . 177 Lampiran 12 Hasil Tabulasi Perhitungan Weighted Score PT. Bimasakti Multiwealth190 Lampiran 13 Hasil Tabulasi Perhitungan Weighted Score PT. Global Tiket Network 203 Lampiran 14 Lembar Presentasi Kemajuan Tugas Akhir ............................................. 216
