Pranata, Mandala Paramadamara (2023) PENGARUH E-SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP E-CUSTOMER LOYALTY MELALUI E-CUSTOMER SATISFACTION PADA GENERASI MILENIAL PENGGUNA ONLINE TRAVEL AGENT. S1 thesis, Universitas Mercu Buana - Buncit.
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Abstract
Penelitian ini dilakukan untuk mengetahui Pengaruh E-Service Quality Dan Customer Experience Terhadap E-Customer Loyalty Melalui E-Customer Satisfaction Pada Generasi Milenial Pengguna Online Travel Agent di DKI Jakarta. Penelitian ini menggunakan teknik analisis data SEM dengan pengolahan data menggunakan PLS. Populasi pada penelitian ini yaitu generasi milenial yang berdomisili di DKI Jakarta dengan sampel 210. Teknik pengambilan sampel menggunakan teknik purposive sampling. Hasil dari penelitian ini menunjukkan bahwa variabel E-Service Quality dan Customer Experience berpengaruh positif dan signifikan terhadap E-Customer Satisfaction dan E-Customer Loyalty, ECustomer Satisfaction berpengaruh positif dan signifikan terhadap E-Customer Loyalty, serta E-Service Quality dan Customer Experience berpengaruh positif dan signifikan terhadap E-Customer Loyalty melalui E-Customer Satisfaction. Kata Kunci: E-Service Quality, Customer Experience, E-Customer Satisfaction, ECustomer Loyalty, Online Travel Agent
| Item Type: | Thesis (S1) |
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| NIM/NIDN Creators: | 55119120013 |
| Uncontrolled Keywords: | Kata Kunci: E-Service Quality, Customer Experience, E-Customer Satisfaction, ECustomer Loyalty, Online Travel Agent |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 385 Railroad Transportation/Transportasi Kereta Api > 385.2 Activities and Services/Kegiatan dan Layanan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.9 Office Services in Specific Kinds of Enterprises/Layanan Kantor untuk Perusahaan Tertentu |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Nasruddin Mansyur S.Hum |
| Date Deposited: | 16 Sep 2023 05:46 |
| Last Modified: | 16 Sep 2023 05:46 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81016 |
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