DETERMINAN REPURCHASE INTENTION DENGAN MEDIASI CUSTOMER SATISFACTION PADA PENGGUNA SPOTIFY PREMIUM

QALBU HAYU, . (2026) DETERMINAN REPURCHASE INTENTION DENGAN MEDIASI CUSTOMER SATISFACTION PADA PENGGUNA SPOTIFY PREMIUM. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh price value, perceived quality, dan customer engagement terhadap repurchase intention melalui mediasi customer satisfaction berdasarkan Expectation Confirmation Theory (ECT) pada pengguna Spotify Premium Generasi Z yang berdomisili di Daerah Khusus Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling terhadap 286 responden. Data dikumpulkan menggunakan kuesioner dengan skala Likert 6 poin dan dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) menggunakan perangkat lunak SmartPLS 4.0. Hasil penelitian menunjukkan bahwa price value, perceived quality, dan customer engagement berpengaruh positif dan signifikan terhadap customer satisfaction dan repurchase intention. Selain itu, customer satisfaction berpengaruh positif dan signifikan terhadap repurchase intention serta mampu memediasi secara parsial hubungan antara price value, perceived quality, dan customer engagement terhadap repurchase intention. ***** This study aims to analyze the influence of price value, perceived quality, and customer engagement on repurchase intention through the mediation of customer satisfaction based on the Expectation Confirmation Theory (ECT) among Generation Z Spotify Premium users residing in Daerah Khusus Jakarta. This study employed a quantitative approach using a purposive sampling technique involving 286 respondents. Data were collected through a questionnaire using a 6-point Likert scale and analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method using SmartPLS 4.0 software. The results show that price value, perceived quality, and customer engagement have a positive and significant effect on both customer satisfaction and repurchase intention. Furthermore, customer satisfaction has a positive and significant effect on repurchase intention and partially mediates the relationships between price value, perceived quality, and customer engagement and repurchase intention.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dewi Agustin Pratama Sari, S.E., M.S.M. ; 2). Nofriska Krissanya, S.E., M.B.A.
Subjects:	Manajemen > Manajemen , Business
Divisions:	FE > S1 Manajemen
Depositing User:	Qalbu Hayu .
Date Deposited:	07 Aug 2026 07:56
Last Modified:	07 Aug 2026 07:56
URI:	http://repository.unj.ac.id/id/eprint/69255

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