PENGARUH E-SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION DIMEDIASI MELALUI TRUST PADA PENGGUNAAN TOKOPEDIA (Studi kasus Tangerang)

FACHRULLAH, MOHAMMAD (2023) PENGARUH E-SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION DIMEDIASI MELALUI TRUST PADA PENGGUNAAN TOKOPEDIA (Studi kasus Tangerang). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to determine and analyze the effect of E Service Quality and Customer Experience on Repurchase Intention with Trust as a mediating variable. The research data is data taken from primary data obtained from processing questionnaire data filled out by Tokopedia users who have made a purchase at least twice. The number of samples used was 108 respondents and the analysis technique used in this study was partial least squares (Pls) analysis. The results of this study indicate that trust mediates the relationship between e service quality and customer experience variables on repurchase intention which has a positive and significant effect. keywords : E Service Quality, Customer Experience, Trust, Repurchase Intention Penelitian ini bertujuan untuk mengetahui serta menganalisis pengaruh E Service Quality dan Customer Experience terhadap Repurchase Intention dengan Trust sebagai variabel mediasi. Data penelitian ini merupakan data yang di ambil dari data primer yang diperoleh dari pengolahan data kuesioner yang diisi oleh pengguna Tokopedia yang telah melakukan pembelian minimal dua kali. Jumlah sampel yang digunakan sebanyak 108 responden dan teknik analisis yang digunakan dalam penelitian ini adalah dengan menggunakan analisis partial least square (Pls). Hasil penelitian ini menunjukkan bahwa trust memediasi hubungan antara variabel e service quality dan customer experience terhadap repurchase intention yang berpengaruh positif dan signifikan. Kata kunci : E Service Quality, Customer Experience, Trust, Repurchase Intention

Item Type:	Thesis (S1)
Call Number CD:	FE/MJ. 23 037
Call Number:	SE/31/23/189
NIM/NIDN Creators:	43119010291
Uncontrolled Keywords:	E Service Quality, Customer Experience, Trust, Repurchase Intention
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 > 005.434 Process Management Programs/Program Manajemen Proses 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
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	MILA RISKA
Date Deposited:	26 May 2023 08:50
Last Modified:	26 May 2023 08:50
URI:	http://repository.mercubuana.ac.id/id/eprint/77286

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