PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA APLIKASI ONLINE GROCERY SHOPPING

MUTIARA RACHMA KUNTORO, . (2025) PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA APLIKASI ONLINE GROCERY SHOPPING. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh: 1) E-service quality terhadap customer satisfaction. 2) Perceived value terhadap customer satisfaction. 3) E-service quality terhadap repurchase intention. 4) Perceived value terhadap repurchase intention. 5) Customer satisfaction terhadap repurchase intention. 6) E-service quality terhadap repurchase intention melalui customer satisfaction. 7) Perceived value terhadap repurchase intention melalui customer satisfaction. Data diambil dengan kuesioner yang dibagikan secara online melalui media sosial. Responden pada penelitian ini adalah mereka yang berdomisili di DKI Jakarta, berusia 18-55 tahun, dan pernah memiliki transaksi di Astro dalam kurun waktu satu tahun terakhir. Data yang memenuhi persyaratan adalah 200 responden, analisis data menggunakan SPSS dan SEM (Structural Equation Modelling) pada Lisrel. Hasil penelitian ini sesuai dengan hipotesisnya , dimana e-service quality memiliki pengaruh positif dan signifikan terhadap customer satisfactio, perceived value memiliki pengaruh positif dan signifikan terhadap customer satisfaction. e-service quality memiliki pengaruh positif dan signifikan terhadap repurchase intention, perceived value memiliki pengaruh positif dan signifikan terhadap repurchase intention, customer satisfaction memiliki pengaruh positif dan signifikan terhadap repurchase intention, e-service quality memiliki pengaruh signifikan terhadap repurchase intention melalui customer satisfaction, dan perceived value memiliki pengaruh signifikan terhadap repurchase intention melalui customer satisfaction. ***** The present study aims to determine the effect of:1) E-service quality on customer satisfaction.2) Perceived value on customer satisfaction.3) E-service quality on repurchase intention.4) Perceived value on repurchase intention.5) Customer satisfaction on repurchase intention.6) E-service quality on repurchase intention through customer satisfaction.7) Perceived value on repurchase intention through customer satisfaction. Data was collected through the administration of online questionnaires disseminated via social media platforms.The study's participants were residents of DKI Jakarta, aged between 18 and 55 years, who had conducted transactions on Astro within the preceding year.The final data set comprised 200 respondents, and the analysis was conducted using SPSS and SEM (Structural Equation Modelling) on Lisrel. The results of this study are in accordance with the hypothesis, where e-service quality has a positive and significant effect on customer satisfaction, perceived value has a positive and significant effect on customer satisfaction, and e-service quality has a positive and significant effect on repurchase intention, perceived value. The study also demonstrates a positive and significant relationship between customer satisfaction and repurchase intention, as well as a significant effect of e-service quality on repurchase intention through customer satisfaction. Furthermore, the study reveals a positive and significant effect of perceived value on repurchase intention through customer satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan, S.E, M.M. ; 2). Nofriska Krissanya, S.E., M.B.A, CHRP
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 26846 not found.
Date Deposited:	03 Mar 2025 02:16
Last Modified:	03 Mar 2025 02:16
URI:	http://repository.unj.ac.id/id/eprint/54041

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