PENGARUH PERSEPSI KEGUNAAN DAN KEPERCAYAAN TERHADAP NIAT PEMBELIAN ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (SURVEI PADA PENGGUNA APLIKASI SHOPEE)

SYAHAK, HABIBAH ARIANTI (2020) PENGARUH PERSEPSI KEGUNAAN DAN KEPERCAYAAN TERHADAP NIAT PEMBELIAN ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (SURVEI PADA PENGGUNA APLIKASI SHOPEE). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Habibah Arianti Syahak, 2020; The Effect of Perceived Usefulness and Trust Toward Repurchase Intention with Customer Satisfaction as an Intervening (Survey on Shopee Application Users). Thesis, Jakarta: Management Studies Program, Management Department, Faculty of Economics, Universitas Negeri Jakarta, Advisory: Dr. Mohamad Rizan, S.E, M.M & Ika Febrilia, S.E, M.M The purpose of this study was to determine the effect of perceived usefulness on customer satisfaction, the effect of trust on customer satisfaction, the effect of customer satisfaction on repurchase intention, the effect of perceived usefulness on repurchase intention, the effect of trust on repurchase intention, the effect of perceived usefulness on repurchase intention with customer satisfaction as an intervening, the effect of trust on repurchase intention with customer satisfaction as an intervening, in the Shopee Application. Methods of data collection using survey method with the instrument in the form of questionnaire. The object of this study were 200 respondents who had used and transacted in the Shopee Application. Data analysis using SPSS version 22 and SEM (Structural Equation Model) from LISREL software 8.8. statistic package to process and analyze data of research result. The results of hypothesistesting show: 1) perceived usefulness has a significant effect toward customer satisfaction, 2) trust has a significant effect toward customer satisfaction, 3) customer satisfaction has a significant effect toward repurchase intention, 4) perceived usefulness has significant effect toward repurchase intention, 5) trust has significant effect toward repurchase intention, 6) perceived usefulness has a significant effect toward repurchase intention with customer satisfaction as an intervening, 7) trust has a significant effect toward repurchase intention with customer satisfaction as an intervening in the Shopee Application. Keywords: perceived usefulness, trust, repurchase intention, customer satisfaction, Shopee.

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