PENGARUH INFORMATION QUALITY, TRUST, DAN PAYMENT METHOD DALAM APLIKASI PEGADAIAN DIGITAL SERVICE TERHADAP MINAT TOP UP SALDO TABUNGAN EMAS MELALUI CUSTOMER SATISFACTION DI PT. PEGADAIAN

RAHMAWATI, DEWI (2023) PENGARUH INFORMATION QUALITY, TRUST, DAN PAYMENT METHOD DALAM APLIKASI PEGADAIAN DIGITAL SERVICE TERHADAP MINAT TOP UP SALDO TABUNGAN EMAS MELALUI CUSTOMER SATISFACTION DI PT. PEGADAIAN. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the factors that influence the repurchase intention of gold saving balance In Pegadaian Digital Service Application, these factors include information quality, trust, and payment methods. The study also focused on the effect of information quality, trust, and payment methods on customer satisfaction and repurchase intenton. Data was collected from respondents who are customers of PT. Pegadaian that have gold savings account and do top up through the Pegadaian Digital services Application. This study uses a quantitative approach. Research on operational modes using the PLS- SEM method with SmartPLS software provides results that the quality of information, trust, and payment methods had a positive and significant effect on customer satisfaction. In addition, customer satisfaction also mediates the influence of information quality, trust, and payment methods on repurchase intention. Keywords: repurchase intention, information quality, trust, payment method, customer satisfaction. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi niat beli kembali saldo tabungan emas pada Aplikasi Layanan Digital Pegadaian, faktor tersebut meliputi kualitas informasi, kepercayaan, dan metode pembayaran. Studi ini juga berfokus pada pengaruh kualitas informasi, kepercayaan, dan metode pembayaran terhadap kepuasan konsumen dan niat pembelian kembali. Data dikumpulkan dari responden yang merupakan pelanggan PT. Pegadaian yang memiliki rekening tabungan emas dan melakukan top up melalui Aplikasi layanan Pegadaian Digital. Penelitian ini menggunakan pendekatan kuantitatif. Penelitian mode operasional menggunakan metode PLS-SEM dengan software SmartPLS memberikan hasil bahwa kualitas informasi, kepercayaan, dan metode pembayaran berpengaruh positif dan signifikan terhadap kepuasan konsumen. Selain itu, kepuasan konsumen juga memediasi pengaruh kualitas informasi, kepercayaan, dan metode pembayaran terhadap niat beli ulang. Kata kunci : Minat Pembelian Kembali, Kualitas Informasi, Kepercayaan, Metode Pembayaran, Kepuasan Pelanggan.

Item Type: Thesis (S2)
Call Number CD: CD/551. 23 107
Call Number: TM/51/23/118
NIM/NIDN Creators: 55121110008
Uncontrolled Keywords: Minat Pembelian Kembali, Kualitas Informasi, Kepercayaan, Metode Pembayaran, Kepuasan Pelanggan.
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
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
Divisions: Pascasarjana > Magister Manajemen
Depositing User: ADELINA HASNA SETIAWATI
Date Deposited: 28 Oct 2023 03:48
Last Modified: 28 Oct 2023 03:48
URI: http://repository.mercubuana.ac.id/id/eprint/82306

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