PENGARUH CUSTOMER EXPERIENCE DAN E-WOM TERHADAP REPURCHASE INTENTION DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI PADA APLIKASI KESEHATAN HALODOC ( Studi kasus DKI Jakarta )

ZAHRAH, ADINDA KANIA AYU (2023) PENGARUH CUSTOMER EXPERIENCE DAN E-WOM TERHADAP REPURCHASE INTENTION DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI PADA APLIKASI KESEHATAN HALODOC ( Studi kasus DKI Jakarta ). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to analyze the effects of Customer Experience and E-WOM on Esa with E-Satisfaction as a mediation variable in the Halodoc Health Application. The subjects in this study were consumers who had made transactions on the Halodoc Health Application at least twice. The sample used in this study was 190 respondents. The sample used in this study was 190 respondents. The sample collection technique in this study was non-probability sampling with the method used, namely purposive sampling. By using a quantitative approach. The data collection technique in this study used a questionnaire dissemination instrument (questionnaire) with primary data sources. The data analysis used is statistical analysis in the form of SEM-PLS 3.0. The results in this study indicate that (1) Customer Experience has a positive and significant effect on E-Satisfaction, (2) E-WOM has a positive and significant effect on E-Satisfaction, (3) E-Satisfaction has a positive and significant effect on Repurchase Intention, (4) Customer Experience has a positive and significant effect on Repurchase Intention, (5) E-WOM has a positive and significant effect on Repurchase Intention, (6) Customer Experience has a positive and significant effect on Repurchase Intention through E-Satisfaction, and (7) E-WOM has a positive and significant effect on Repurchase Intention through E-Satisfaction. Keywords : Customer Experience, E-WOM, E-Satisfaction, Repurchase Intention, Halodoc Penelitian ini bertujuan untuk menganalisis pengaruh Customer Experience dan EWOM terhadap Repurchase Intention dengan E-Satisfaction sebagai variabel mediasi pada Aplikasi Kesehatan Halodoc. Subjek pada penelitian ini adalah konsumen yang pernah melakukan transaksi pada Aplikasi Kesehatan Halodoc minimal dua kali. Sampel yang digunakan dalam penelitian ini sebanyak 190 responden. Teknik pengumpulan sampel dalam penelitian ini yaitu dengan non-probability sampling dengan metode yang digunakan yaitu purposive sampling. Dengan menggunakan pendekatan kuantitatif. Teknik pengumpulan data dalam penelitian ini menggunakan instrument penyebaran kuesioner (angket) dengan sumber data primer. Analisis data yang digunakan adalah analisis statistic dalam bentuk SEM-PLS 3.0. Hasil pada penelitian ini menunjukkan bahwa (1) Customer Experience berpengaruh positif dan signifikan terhadap E-Satisfaction, (2) E-WOM berpengaruh positif dan signifikan terhadap E-Satisfaction, (3) E-Satisfaction berpengaruh positif dan signifikan terhadap Repurchase Intention, (4) Customer Experience berpengaruh positif dan signifikan terhadap Repurchase Intention, (5) E-WOM berpengaruh positif dan signifikan terhadap Repurchase Intention, (6) Customer Experience berpengaruh positif dan signifikan terhadap Repurchase Intention melalui E-Satisfaction, dan (7) E-WOM berpengaruh positif dan signifikan terhadap Repurchase Intention melalui ESatisfaction Kata Kunci : Customer Experience, E-WOM, E-Satisfaction, Repurchase Intention, Halodoc

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 23 043
Call Number: SE/31/23/190
NIM/NIDN Creators: 43119010315
Uncontrolled Keywords: Customer Experience, E-WOM, E-Satisfaction, Repurchase Intention, Halodoc
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 100. Philosophy and Psychology/Filsafat dan Psikologi > 106 Organizations and Management Philosophy/Organisasi dan Manajemen di Bidang Filsafat
100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 150.1-150.9 Standard Subdivisions of Psychology/Subdivisi Standar Dari Psikologi, Ilmu Jiwa > 150.6 Organization and Management of Psychology/Organisasi dan Manajemen di Bidang Psikologi
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: MILA RISKA
Date Deposited: 27 May 2023 06:55
Last Modified: 27 May 2023 06:55
URI: http://repository.mercubuana.ac.id/id/eprint/77330

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