PENGARUH PERCEIVED VALUE, CUSTOMER EXPERIENCE, DAN PERCEIVED QUALITY TERHADAP REPURCHASE INTENTION DAN CUSTOMER SATISFACTION PADA SMARTPHONE IPHONE

SAFIRA BALQIS SIAHAAN, . (2025) PENGARUH PERCEIVED VALUE, CUSTOMER EXPERIENCE, DAN PERCEIVED QUALITY TERHADAP REPURCHASE INTENTION DAN CUSTOMER SATISFACTION PADA SMARTPHONE IPHONE. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh perceived value, customer experience, dan perceived quality terhadap repurchase intention dan customer satisfaction pada smartphone iPhone. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan pengambilan data menggunakan metode survei dengan skala pengukuran Likert-type enam poin yang disebarkan secara online di media sosial Instagram, X (Twitter), dan WhatsApp. Sampel dalam penelitian ini sebanyak 239 responden pengguna iPhone di wilayah Jakarta yang sedang atau pernah melakukan pembelian smartphone iPhone seri X atau iPhone seri yang lebih baru minimal satu kali dalam tiga tahun terakhir dan menggunakan purposive sampling sebagai teknik pengambilan sampel. Teknik analisis yang digunakan adalah uji validitas, uji AVE, uji reliabilitas, uji CFA, dan uji hipotesis menggunakan software SPSS 31 dan AMOS 26. Hasil penelitian menunjukkan bahwa: 1) perceived value tidak berpengaruh secara positif dan signifikan terhadap repurchase intention, 2) perceived value tidak berpengaruh secara positif dan signifikan terhadap customer satisfaction, 3) customer experience berpengaruh secara positif dan signifikan terhadap customer satisfaction, 4) customer experience berpengaruh secara positif dan signifikan terhadap repurchase intention, 5) perceived quality berpengaruh secara positif dan signifikan terhadap customer satisfaction, 6) perceived quality tidak berpengaruh secara positif dan signifikan terhadap repurchase intention, 7) customer satisfaction berpengaruh secara positif dan signifikan terhadap repurchase intention. Temuan penelitian ini dapat menjadi masukan bagi manajemen Apple Inc. dan perusahaan smartphone lainnya mengenai pentingnya memperhatikan faktor-faktor yang berpengaruh terhadap repurchase intention dan customer satisfaction. Kata kunci: perceived value, customer experience, perceived quality, repurchase intention, customer satisfaction, smartphone, iphone ***** This research aims to test and analyze the influence of perceived value, customer experience, and perceived quality on repurchase intention and customer satisfaction for iPhone smartphones. The method used in this research is a quantitative method with data collection using a survey method with a six-point Likert-type measurement scale distributed online on social media Instagram, X (Twitter), and WhatsApp. The sample in this study consists of 239 respondents who are iPhone users in the Jakarta area who are currently or have previously purchased the iPhone series X or newer iPhone series at least once in the last three years and used purposive sampling as the sampling technique. The analysis techniques used are validity test, AVE test, reliability test, CFA test, and hypothesis test using SPSS 31 and AMOS 26 software. The research results show that: 1) perceived value does not have a positive and significant effect on repurchase intention, 2) perceived value does not have a positive and significant effect on customer satisfaction, 3) customer experience have a positive and significant effect on customer satisfaction, 4) customer experience have a positive and significant effect on repurchase intention, 5) perceived quality have a positive and significant effect on customer satisfaction, 6) perceived quality does not have a positive and significant effect on repurchase intention, 7) customer satisfaction have a positive and significant effect on repurchase intention. The findings of this research can provide input for the management of Apple Inc. and other smartphone companies regarding the importance of paying attention to the factors that influence repurchase intention and customer satisfaction. Keywords: perceived value, customer experience, perceived quality, repurchase intention, customer satisfaction, smartphone, iphone

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D. ; 2). Dr. Osly Usman, M.Bus.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 31314 not found.
Date Deposited:	19 Aug 2025 04:25
Last Modified:	19 Aug 2025 04:25
URI:	http://repository.unj.ac.id/id/eprint/61501

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