KARSONO, KARSONO (2020) PENGARUH SERVICE QUALITY, CUSTOMER RELATIONSHIP MANAGEMENT, DAN CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION PADA PENGGUNA JALAN TOL DALAM KOTA RUAS CAWANG-TOMANG-PLUIT, JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
|
Text (Cover)
0. COVER HALAMAN JUDUL- Karsono Print Fix.pdf Download (61kB) | Preview |
|
|
Text (Lembar Pengesahan)
1. LEMBAR PENGESAHAN - Karsono Fix Signed.pdf Download (1MB) | Preview |
|
|
Text (Lembar Pengesahan)
1. LEMBAR PENGESAHAN - Karsono Print Fix.pdf Download (66kB) | Preview |
|
|
Text (Lembar pernyataan)
2. LEMBAR PERNYATAAN - Karsono Fix Signed.pdf Download (148kB) | Preview |
|
|
Text (Lembar Pernyataan)
2. LEMBAR PERNYATAAN - Karsono Fix.pdf Download (69kB) | Preview |
|
|
Text (Pernyataan Similarty)
3. PERNYATAAN SIMILARITY CHECK Fix.pdf Download (69kB) | Preview |
|
|
Text (Abstrak)
4. ABSTRACT - Karsono Fix.pdf Download (59kB) | Preview |
|
|
Text (Abstark)
5. ABSTRAK - Karsono Fix.pdf Download (29kB) | Preview |
|
|
Text (Kata Pengantar)
6. KATA PENGANTAR - Karsono Print Fix.pdf Download (76kB) | Preview |
|
|
Text (DAFTAR ISI)
7. DAFTAR ISI - Karsono Fix2.pdf Download (35kB) | Preview |
|
|
Text (Daftar Tabel)
8. DAFTAR TABEL - Karsono Fix.pdf Download (74kB) | Preview |
|
|
Text (Daftar Gambar)
9. DAFTAR GAMBAR - Karsono Fix.pdf Download (97kB) | Preview |
|
|
Text (Daftar Lampiran)
10. DAFTAR LAMPIRAN - Karsono Fix.pdf Download (65kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB 1)
11. BAB I - Karsono Revisi Print Fix.pdf Restricted to Registered users only Download (325kB) |
|
|
Text (BAB 2)
12. BAB II - Karsono Revisi Print Fix.pdf Restricted to Registered users only Download (409kB) |
|
|
Text (BAB 3)
13. BAB III - Karsono Revisi Print Fix.pdf Restricted to Registered users only Download (347kB) |
|
|
Text (BAB 4)
14. BAB IV - Karsono Revisi Print Fix.pdf Restricted to Registered users only Download (760kB) |
|
|
Text (BAB 5)
15. BAB V - Karsono Revisi Print Fix.pdf Restricted to Registered users only Download (122kB) |
|
|
Text (Daftar Pustaka)
16. DAFTAR PUSTAKA - Karsono Fix.pdf Restricted to Registered users only Download (108kB) |
|
|
Text (Lampiran)
17. LAMPIRAN - Karsono Fix.pdf Restricted to Registered users only Download (666kB) |
Abstract
This study aims to analyze the effect of service quality, customer relationship management, and customer experience on repurchase intention through customer satisfaction on toll road users in the Cawang – Tomang - Pluit toll road city. The results of the study using primary data in the form of questionnaires to 120 toll road users with the Structural Equation Modeling (SEM) analysis method. The results show that Repurchase intention will increase by increasing customer satisfaction, especially variable service quality, customer relationship management, and customer experience along the Cawang – Tomang - Pluit Jakarta toll road. Keywords: service quality, customer relationship management, customer experience, repurchase intention, customer satisfaction, toll road Penelitian ini bertujuan untuk menganalisis pengaruh service quality, customer relationship management, dan customer experience terhadap repurchase intention melalui customer satisfaction pada pengguna jalan tol dalam kota ruas Cawang- Tomang-Pluit. Penelitian dengan menggunakan data primer dalam bentuk kuesioner kepada 120 pengguna jalan tol dengan metode analisis Structural Equation Modelling (SEM). Hasil penelitian menunjukan bahwa repurchase intention akan meningkat dengan meningkatkan customer satisfaction khususnya variabel service quality, customer relationship management, dan customer experience pengguna jalan tol ruas Cawang-Tomang-Pluit, Jakarta. Kata Kunci: service quality, customer relationship management, customer experience, repurchase intention, customer satisfaction, toll road.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-20-021 |
| NIM/NIDN Creators: | 55117120159 |
| Uncontrolled Keywords: | service quality, customer relationship management, customer experience, repurchase intention, customer satisfaction, toll road, service quality, customer relationship management, customer experience, repurchase intention, customer satisfaction, toll road. |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | MYTHA ALVIANA SARI |
| Date Deposited: | 16 Feb 2022 04:31 |
| Last Modified: | 18 Jun 2022 03:19 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56165 |
Actions (login required)
 |
View Item |
