ZAENI Z.M, AHMAD (2023) ANALISIS NILAI PELANGGAN, KEPUASAN PELANGGAN DAN KUALITAS LAYANAN TERHADAP NIAT BELI ULANG DENGAN KEPERCAYAAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus PT Kereta Commuter Indonesia). S2 thesis, Universitas Mercu Buana - Menteng.
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Abstract
This research aims to know the analyst of customer value, customer satisfaction and service quality on repurchase intention with customer trust as an intervention variable. The object of this research is transportation users from PT. KCI. This research was done to 120 respondents by using quantitative descriptive approach. This data analysis which is used is statistic analysis in the form of Smart PLS. The results of this study indicate that the variables of customer value, customer satisfaction and service quality have a positive and significant effect on customer trust. The variables of customer value, customer satisfaction and service quality have a positive and insignificant effect on repurchase intention. The variables of customer value, customer satisfaction and service quality have a positive and significant effect on repurchase intentions through customer trust. Keywords: customer value, customer satisfaction, service quality, customer trust and repurchase intention. Penelitian ini dilakukan untuk mengetahui pengaruh nilai pelanggan, kepuasan pelanggan dan kualitas layanan terhadap niat pembelian ulang dengan kepercayaan pelanggan sebagai varibel intervening. Objek penelitian ini adalah pengguna transportasi PT. KCI. Penelitian ini dilakukan terhadap 120 responden dengan menggunakan metode deskriptif kuantitatif. Karena itu, analisis data yang digunakan adalah analisis statistik dalam bentuk Smart PLS. Hasil penelitian ini menunjukan bahwa variabel nilai pelanggan, kepuasan pelanggan dan kualitas layanan berpengaruh positif dan signifikan terhadap kepercayaan pelanggan. Variabel nilai pelanggan, kepuasan pelanggan dan kualitas layanan berpengaruh positif dan tidak signifikan terhadap niat pembelian ulang. Variabel nilai pelanggan, kepuasan pelanggan dan kualitas layanan berpengaruh positif dan signifikan terhadap niat pembelian ulang melalui kepercayaan pelanggan. Kata Kunci: nilai pelanggan, kepercayaan pelanggan, kualitas layanan, kepercayaan pelanggan dan niat beli ulang.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55119120053 |
| Uncontrolled Keywords: | nilai pelanggan, kepercayaan pelanggan, kualitas layanan, kepercayaan pelanggan dan niat beli ulang. customer value, customer satisfaction, service quality, customer trust and repurchase intention. |
| 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: | ALFINA DHEA NOVA |
| Date Deposited: | 28 Mar 2023 08:14 |
| Last Modified: | 28 Mar 2023 08:14 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/75595 |
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