PENGARUH PERSEPSI MANFAAT, KEPERCAYAAN, KUALITAS LAYANAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN DAN NIAT PEMBELIAN KEMBALI ASURANSI CIGNA

ZUSRINA, KARREN (2023) PENGARUH PERSEPSI MANFAAT, KEPERCAYAAN, KUALITAS LAYANAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN DAN NIAT PEMBELIAN KEMBALI ASURANSI CIGNA. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to analyze the effect of perceived benefit, customer trust, service quality, and price perception on customer satisfaction and repurchase intention. The researcher used Cigna Insurance as object and the number of samples used in this study were 234 respondents using the total sampling method. The data collection method uses the questionnaire method and the data analysis used is Partial Least Square. The research results show that perceived benefits, customer trust, service quality, and price have a positive and significant effect on customer satisfaction. Perceived benefit, customer trust, service quality, and price have a positive and significant effect on repurchase intention. Customer satisfaction has a positive and significant effect on repurchase intention. Keywords: Perceived Benefit, Customer Trust, Service Quality, Price Perception, Customer Satisfaction, dan Repurchase Intention Penelitian ini bertujuan untuk menganalisis pengaruh persepsi manfaat, kepercayaan, kualitas layanan, dan persepsi harga terhadap kepuasan pelanggan dan niat pembelian kembali Asuransi Cigna. Objek penelitian ini adalah Asuransi Cigna dan jumlah sampel yang digunakan dalam penelitian ini sebanyak 234 responden dengan menggunakan metode sampel jenuh. Metode pengumpulan data menggunakan metode kuesioner dan analisis data yang digunakan adalah Partial Least Square. Hasil penelitian diketahui bahwa persepsi manfaat, kepercayaan, kualitas layanan, dan persepsi harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Persepsi manfaat, kepercayaan, kualitas layanan, dan persepsi harga berpengaruh positif dan signifikan terhadap niat pembelian kembali. Kepuasan pelanggan berpengaruh positif dan signifikan terhadap niat pembelian kembali. Kata Kunci: Persepsi Manfaat, Kepercayaan, Kualitas Layanan, Persepsi Harga, Kepuasan Pelanggan, Niat Pembelian Kembali.

Item Type: Thesis (S2)
Call Number CD: CD/551. 23 064
Call Number: TM/51/23/087
NIM/NIDN Creators: 55120120092
Uncontrolled Keywords: Persepsi Manfaat, Kepercayaan, Kualitas Layanan, Persepsi Harga, Kepuasan Pelanggan, Niat Pembelian Kembali.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.436 File System Management Programs/Program Manajemen Sistem File
Divisions: Pascasarjana > Magister Manajemen
Depositing User: MILA RISKA
Date Deposited: 24 May 2023 03:59
Last Modified: 03 Jun 2023 02:33
URI: http://repository.mercubuana.ac.id/id/eprint/76822

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