PENGARUH E-SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA PELANGGAN SHOPEE)

SURYA CHANDRA, . (2022) PENGARUH E-SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA PELANGGAN SHOPEE). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengidentifikasi pengaruh e-service quality terhadap customer satisfaction, pengaruh customer experience terhadap customer satisfaction, pengaruh customer satisfaction terhadap repurchase intention, pengaruh e-service quality terhadap repurchase intention melalui customer satisfaction sebagai variabel intervening, dan pengaruh customer experience terhadap repurchase intention melalui customer satisfaction sebagai variabel intervening pada pelanggan shopee. Metode dalam mengumpulkan data menggunakan metode survei dengan instrumen berupa kuesioner. Objek dalam penelitian ini adalah 243 responden yang merupakan pelanggan Shopee berdomisili di DKI Jakarta dengan usia 17 tahun ke atas dan minimal melakukan tiga kali pembelian melalui aplikasi dalam tiga bulan terakhir. Analisis data menggunakan SPSS versi 25 dan SEM (Structural Equation Model) yang ada pada perangkat lunak LISREL versi 8.8 untuk mengolah dan menganalisis data penelitian. Hasil uji hipotesis menunjukan bahwa : (1) e-service quality berpengaruh terhadap repurchase intention; (2) customer experience berpengaruh terhadap repurchase intention; (3) customer satisfaction berpengaruh terhadap repurchase intention; (4) e-service quality berpengaruh terhadap customer satisfaction; (5) customer experience berpengaruh terhadap customer satisfaction; (6) e-service quality berpengaruh terhadap repurchase intention melalui customer satisfaction; (7) customer experience berpengaruh terhadap repurchase intention melalui customer satisfaction. Kata Kunci : E-Service Quality, Customer Experience, Repurchase Intention, Customer Satisfaction, Shopee *** This study aims to identify the effect of e-service quality on customer satisfaction, the effect of customer experience on customer satisfaction, the effect of customer satisfaction on repurchase intention, the effect of e-service quality on repurchase intention through customer satisfaction as an intervening variable, and the influence of customer experience on repurchase intention. through customer satisfaction as an intervening variable for shopee customers. The method of collecting data using a survey method with an instrument in the form of a questionnaire. The object of this research is 243 respondents who are Shopee customers domiciled in DKI Jakarta with the age of 17 years and over and have made at least three purchases through the application in the last three months. Data analysis used SPSS version 25 and SEM (Structural Equation Model) in LISREL version 8.8 software to process and analyze research data. The results of hypothesis testing show that: (1) e-service quality has an effect on repurchase intention; (2) customer experience has an effect on repurchase intention; (3) customer satisfaction has an effect on repurchase intention; (4) e-service quality has an effect on customer satisfaction; (5) customer experience has an effect on customer satisfaction; (6) e-service quality has an effect on repurchase intention through customer satisfaction; (7) customer experience has an effect on repurchase intention through customer satisfaction. Keywords: E-Service Quality, Customer Experience, Repurchase Intention, Customer Satisfaction, Shopee

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan, M.M. ; 2). Shandy Aditya, BIB, MPBS.
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 15677 not found.
Date Deposited:	01 Sep 2022 02:52
Last Modified:	01 Sep 2022 02:52
URI:	http://repository.unj.ac.id/id/eprint/34086

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