PERAN eWOM PENGALAMAN KONSUMEN DALAM MEMPENGARUHI NIAT BELI KEMBALI DAN SUSTAINABILITY PADA PENGGUNA INTERNET FIXED BROADBAND DIMEDIASI KEPUASAN KONSUMEN

RIYANTO, DEDI (2025) PERAN eWOM PENGALAMAN KONSUMEN DALAM MEMPENGARUHI NIAT BELI KEMBALI DAN SUSTAINABILITY PADA PENGGUNA INTERNET FIXED BROADBAND DIMEDIASI KEPUASAN KONSUMEN. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this research is to look at sustainable development goal (SDG) 11 on sustainable cities and communities and identifying factors that influence consumers of Fixed Broadband Internet users in jakarta. this research is quantitative with an unknown population. the sample consisted of 222 respondents of Fixed Broadband Internet users in jakarta. Data was collected through a questionnaire with a Likert scale of 1-5 (from strongly agree to strongly disagree). Hypothesis analysis was carried out using the Structural Equation Model with Smart PLS. The research results obtained eWOM has a significant effect on Consumer Satisfaction, Consumer Experience has a significant effect on Consumer Satisfaction, eWOM has a significant effect on Repurchase Intention, Consumer Experience has a significant effect on Repurchase Intention, Consumer Experience has a significant effect on Sustainability, Consumer Experience has a significant effect on Repurchase Intention through Consumer Satisfaction as mediation. Customer Satisfaction has a significant effect on Repurchase Intention. Repurchase Intention has a significant effect on Sustainability. Keywords: Consumer Experience, EWOM, Consumer Satisfaction, Repurchase Intention, Sustainability. Tujuan penelitian ini adalah untuk melihat sustainable development goals (SDG) 11 tentang kota serta komunitas yang berkelanjutan dan mengidentifikasi faktorfaktor yang mempengaruhi konsumen menggunakan kembali layanan Internet Fixed Broadband di Jakarta. Penelitian ini bersifat kuantitatif dengan populasi yang tidak diketahui pasti. Sampel terdiri dari 222 responden pengguna Internet Fixed Broadband di Jakarta. Data dikumpulkan melalui kuesioner dengan skala Likert 1- 5 (dari sangat setuju hingga sangat tidak setuju). Analisis hipotesis dilakukan menggunakan Structural Equation Model dengan Smart PLS. Hasil penelitian yang didapat eWOM berpengaruh dan signifikan terhadap Kepuasan Konsumen, Pengalaman Konsumen berpengaruh dan signifikan terhadap Kepuasan Konsumen, eWOM berpengaruh dan signifikan terhadap Niat Beli Kembali, Pengalaman Konsumen berpengaruh dan signifikan terhadap Niat Beli Kembali, Pengalaman Konsumen berpengaruh dan signifikan terhadap Sustainability, Pengalaman Konsumen berpengaruh dan signifikan terhadap Niat Beli Kembali dengan melalui Kepuasan Konsumen sebagai mediasi. Kepuasan Konsumen berpengaruh dan signifikan terhadap Niat Beli Kembali. Niat Beli Kembali berpengaruh dan signifikan terhadap Sustainability. Kata kunci: Pengalaman Konsumen, EWOM, Kepuasan, Niat Beli Kembali, Sustainability.

Item Type:	Thesis (S2)
Call Number CD:	CD/551. 25 024
NIM/NIDN Creators:	55122120010
Uncontrolled Keywords:	Pengalaman Konsumen, EWOM, Kepuasan, Niat Beli Kembali, Sustainability.
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 > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.67 Wide Area Network (WAN)/Wide Area Network > 004.678 Internet (World Wide Web)/Internet 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 152 Sensory Perception, Movement, Emotions, Physiological Drives/Psikologi Fisiologis > 152.8 Quantitative Threshold, Discrimination, Reaction-Time Studies/Ambang Kuantitatif, Diskriminasi, Studi Reaksi-Waktu 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
Divisions:	Pascasarjana > Magister Manajemen
Depositing User:	khalimah
Date Deposited:	08 Mar 2025 06:18
Last Modified:	08 Mar 2025 06:18
URI:	http://repository.mercubuana.ac.id/id/eprint/94760

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