ANALISIS ELECTRONIC WORD OF MOUTH, USER TRUST, PERCEIVED VALUE, DAN USER SATISFACTION DALAM MEMBENTUK REPURCHASE INTENTION PADA LAYANAN TRANSPORTASI DARAT ONLINE TRAVEL AGENT

DAVINNA ARDHANA PUTRI, . (2026) ANALISIS ELECTRONIC WORD OF MOUTH, USER TRUST, PERCEIVED VALUE, DAN USER SATISFACTION DALAM MEMBENTUK REPURCHASE INTENTION PADA LAYANAN TRANSPORTASI DARAT ONLINE TRAVEL AGENT. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh electronic word of mouth, user trust, perceived value, dan user satisfaction terhadap repurchase intention pengguna layanan transportasi darat pada aplikasi online travel agent. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei, di mana data dikumpulkan melalui kuesioner terhadap 266 responden pengguna aplikasi online travel agent yang pernah menggunakan layanan transportasi darat, dengan teknik pengambilan sampel purposive sampling. Analisis data dilakukan menggunakan metode Structural Equation Modeling (SEM) dengan bantuan perangkat lunak AMOS. Hasil penelitian menunjukkan bahwa electronic word of mouth berpengaruh negatif dan signifikan terhadap repurchase intention, namun tidak berpengaruh signifikan terhadap user satisfaction. Sementara itu, user trust dan perceived value terbukti berpengaruh positif dan signifikan terhadap user satisfaction dan repurchase intention, serta user satisfaction juga berpengaruh positif dan signifikan terhadap repurchase intention. Temuan ini menunjukkan bahwa kepercayaan, nilai yang dirasakan, dan kepuasan pengguna memiliki peran penting dalam mendorong niat pembelian ulang, sedangkan electronic word of mouth cenderung memengaruhi niat pembelian ulang secara langsung. Kata kunci: electronic word of mouth, user trust, perceived value, user satisfaction, repurchase intention, online travel agent. ***** This study aims to examine the effects of electronic word of mouth, user trust, perceived value, and user satisfaction on the repurchase intention of land transportation service users on online travel agent applications. This research employed a quantitative approach using a survey method, with data collected through questionnaires distributed to 266 respondents who had used land transportation services via online travel agent applications, using a purposive sampling technique. Data analysis was conducted using Structural Equation Modeling (SEM) with the assistance of AMOS software. The results indicate that electronic word of mouth has a negative and significant effect on repurchase intention, but does not have a significant effect on user satisfaction. Meanwhile, user trust and perceived value have positive and significant effects on user satisfaction and repurchase intention, and user satisfaction also has a positive and significant effect on repurchase intention. These findings suggest that user trust, perceived value, and user satisfaction play important roles in encouraging repurchase intention, while electronic word of mouth tends to influence repurchase intention directly.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D. ; 2). Nofriska Krissanya, S.E., M.B.A.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Davinna Ardhana Putri .
Date Deposited:	10 Apr 2026 03:06
Last Modified:	10 Apr 2026 03:06
URI:	http://repository.unj.ac.id/id/eprint/66150

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