ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP PEMBELIAN ULANG MELALUI KEPUASAN PELANGGAN PADA APLIKASI TRAVELOKA

• Main Author: Reza Fauzi Baskara, (Author)
• Format: Book
• Published: 2021-02-03.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

This study is quantitative study which aims to determine the effect of service quality on customer satisfaction, customer satisfaction on re-purchases, and service quality on re-purchases. The population in this study were 100 students of the faculty of economics and business at Universitas Pembangunan Nasional Veteran Jakarta. The sampling technique using non probability sampling with purposive sampling method. Data collection was carried out using a questionnaire. The analysis technique used in this research is PLS (Partial Least Square) analysis using the SmartPls application. The result of this research is that service quality has a significant and positive effect on customer satisfaction with a path coefficient 0.780. Customer satisfaction has a positive and significant effect on repeat purchases with a path coefficient 0.283. Service quality has a significant and positive effect on repeat purchases with a path coefficient value 0.560. Service quality has a positive and significant effect on repeat purchases indirectly through customer satisfaction with a path coefficient value 0.221.

Item Description

http://repository.upnvj.ac.id/9656/12/ABSTRAK.pdf
http://repository.upnvj.ac.id/9656/13/AWAL.pdf
http://repository.upnvj.ac.id/9656/16/BAB%201.pdf
http://repository.upnvj.ac.id/9656/15/BAB%202.pdf
http://repository.upnvj.ac.id/9656/17/BAB%203.pdf
http://repository.upnvj.ac.id/9656/18/BAB%204.pdf
http://repository.upnvj.ac.id/9656/19/BAB%205.pdf
http://repository.upnvj.ac.id/9656/20/DAFTAR%20PUSTAKA.pdf
http://repository.upnvj.ac.id/9656/21/RIWAYAT%20HIDUP.pdf
http://repository.upnvj.ac.id/9656/22/LAMPIRAN.pdf
http://repository.upnvj.ac.id/9656/11/ARTIKEL%20KI.pdf
http://repository.upnvj.ac.id/9656/14/BAB%201.pdf