ARNALDO, MUHAMAD (2019) PENGARUH E-SERVICE QUALITY DAN TRUST TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PELANGGAN TRAVELOKA. S1 thesis, Universitas Negeri Jakarta.
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Abstract
Muhamad Arnaldo, 2019; The Effect of E-Service Quality and Trust Toward Repurchase Intention with Customer Satisfaction As An Intervening of Traveloka Consumer. Thesis, Jakarta: Bachelor Management Study Program, Faculty of Economics, Jakarta State University, Advisory Team: Dr. Mohamad Rizan, SE, MM & Andrian Haro, S.Si, MM. The purpose of this study are: 1) To find out e-service quality has a significant effect on customer satisfaction, 2) To find out the trust has a significant effect on customer satisfaction, 3) To find out customer satisfaction has a significant effect on repurchase intention, 4) To know e -service quality has a significant effect on repurchase intention, 5) To find out e-service quality has a significant effect on repurchase intention, 6) To know e-service quality has a significant effect on repurchase intention through customer satisfaction as intervening, 7) To know trust significantly influence repurchase intention through customer satisfaction as intervening with Traveloka customers. Methods of collecting data using survey methods with instruments in the form of questionnaires. The object of this research is 200 respondents who have transacted at Traveloka. Data analysis using SPSS version 23 and SEM (Structural Equation Model) from LISREL software version 8.8 to process and analyze research data. The results of the hypothesis test indicate that all hypotheses are accepted. Keywords: e-service quality, trust, customer satisfaction, repurchase intention, customer
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | Pembimbing I : Dr. Mohamad Rizan, SE, MM. Pembimbing II: Andrian Haro, S.Si, MM. |
| Subjects: | Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management) |
| Divisions: | Fakultas Ekonomi > S1 Manajemen |
| Depositing User: | Budi Siswanto |
| Date Deposited: | 30 Jan 2020 02:04 |
| Last Modified: | 30 Jan 2020 02:04 |
| URI: | http://repository.fe.unj.ac.id/id/eprint/8619 |
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