PENGARUH E-SERVICE QUALITY DAN BRAND TRUST TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING PADA PENGGUNA APLIKASI HALODOC

ANNISA DAYANI, . (2022) PENGARUH E-SERVICE QUALITY DAN BRAND TRUST TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING PADA PENGGUNA APLIKASI HALODOC. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh variabel e-service quality, brand trust dan customer satisfaction secara langsung terhadap repurchase intention. Serta pengaruh tidak langsung antara e-service quality dan brand trust terhadap repurchase intention melalui variabel customer satisfaction sebagai intervening. Penelitian menggunakan pendekatan kuantitatif dan metode pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Objek penelitian adalah 245 pengguna aplikasi Halodoc, yang pernah bertransaksi pada aplikasi Halodoc minimal satu kali dalam satu tahun terakhir. Teknik analisis data menggunakan SPSS versi 23 dan analisis SEM menggunakan LISREL 8.8 untuk mengolah dan menganalisis data hasil penelitian. Hasil uji hipotesis menunjukkan bahwa: (1) e-service quality berpengaruh positif dan signifikan terhadap repurchase intention (2) brand trust berpengaruh positif dan signifikan terhadap repurchase intention (3) e-service quality berpengaruh positif dan signifikan terhadap customer satisfaction (4) brand trust berpengaruh positif dan signifikan terhadap customer satisfaction (5) customer satisfaction berpengaruh positif dan signifikan terhadap repurchase intention (6) e-service quality berpengaruh signifikan terhadap repurchase intention dimediasi customer satisfaction (7) brand trust berpengaruh signifikan terhadap repurchase intention dimediasi customer satisfaction. The purpose of this study was to determine the direct effect of e-service quality, brand trust, and customer satisfaction variables on repurchase intention. As well as the indirect effect between e-service quality and brand trust on repurchase intention through customer satisfaction as an intervening variable. The research uses a quantitative approach, and the data collection method uses a survey method with an instrument like a questionnaire. The object of research is 245 users of the Halodoc application who have transacted on the Halodoc application at least once in the past year. The data analysis technique used SPSS version 23 and SEM analysis used LISREL 8.8 to process and analyze the research data. The results of the hypothesis test show that: (1) e-service quality has a positive and significant effect on repurchase intention, (2) brand trust has a positive and significant effect on repurchase intention, (3) e-service quality has a positive and significant effect on customer satisfaction (4) brand trust has a positive and significant effect on customer satisfaction (5) customer satisfaction has a positive and significant effect on repurchase intention (6) e-service quality has a significant effect on repurchase intention mediated by customer satisfaction (7) brand trust has a significant effect on repurchase intention mediated by customer satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Agung Kresnamurti Rivai P SE, MM. 2). Shandy Aditya, BIB, MPBS.
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Manajemen
Depositing User:	Users 14665 not found.
Date Deposited:	27 Jul 2022 03:22
Last Modified:	27 Jul 2022 03:22
URI:	http://repository.unj.ac.id/id/eprint/32078

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