PENGARUH CUSTOMER EXPERIENCE DAN E-SERVICE QUALITY PADA ONLINE RE-PURCHASE INTENTION MELALUI CUSTOMER SATISFACTION (STUDI PADA GENERASI Z DI KOTA PADANG)

PUJA RISMA, puja (2024) PENGARUH CUSTOMER EXPERIENCE DAN E-SERVICE QUALITY PADA ONLINE RE-PURCHASE INTENTION MELALUI CUSTOMER SATISFACTION (STUDI PADA GENERASI Z DI KOTA PADANG). Masters thesis, Universitas Andalas.

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Abstract

Pengaruh Customer Experience dan E-service Quality terhadap Online Repurchase Intention melalui Customer Satisfaction ( Studi Pada Pelanggan Netflix di Kota Padang ) Puja Risma1, Verinita2, Alfitman3 123Magister Manajemen, Fakultas Ekonomi, Universitas Andalas, Padang, Indonesia risma.puja@yahoo.com Abstrak Tujuan dari penelitian ini adalah untuk mengkaji bagaimana online repurchase intention dimediasi oleh customer experience dan e-service quality bagi pengguna Netflix di Kota Padang. Responden penelitian merupakan penduduk Kota Padang yang telah berlangganan netflix tiga bulan terakhir. Sebanyak 185 responden menjadi sampel dalam penelitian ini dengan menggunakan teknik purposive sampling. Software PLS 3.0 digunakan untuk memproses penelitian dan menghasilkan temuan sebagai berikut: customer experience mempengaruhi customer satisfaction, customer satisfaction dipengaruhi e-service quality, online repurchase intention dipengaruhi customer satisfaction, customer experience mempengaruhi online repurchase intention, e-service quality mempengaruhi online repurchase intention, customer satisfaction mempengaruhi customer experience dan e-service quality dan customer satisfaction dipengaruhi e-service quality dan online repurchase intention. Kata kunci: Customer Experience, E-service Quality, Customer Satisfaction, Online Repurchase Intention iii The Influence of Customer Experience and E-service Quality on Online Repurchase Intention throught Customer Satisfaction ( Study on Customer Netflix in the City of Padang ) Puja Risma1, Verinita2, Alfitman3 123Magister Manajemen, Fakultas Ekonomi, Universitas Andalas, Padang, Indonesia risma.puja@yahoo.com Abstract The purpose of this study is to examine how online repurchase intention is mediated by customer experience and e-service quality for Netflix users in Padang City. The research respondents were residents of Padang City who had subscribed to Netflix for the past three months. A total of 185 respondents were sampled in this study using the purposive sampling technique. PLS 3.0 software is used to process the research and produce the following findings: customer experience affects customer satisfaction, customer satisfaction affects e-service quality, online repurchase intention affects customer satisfaction, customer experience affects online repurchase intention, e-service quality affects online repurchase intention, customer satisfaction affects customer experience and e-service quality and customer satisfaction influenced by e-service quality and online repurchase intention. Keywords: Customer Experience, E-service Quality, Customer Satisfaction, Online Repurchase Intention

Item Type: Thesis (Masters)
Primary Supervisor: 1. Dr. Verinita, SE, MSi 2. Dr. Alfitman, SE, MSc
Uncontrolled Keywords: Kata kunci: Customer Experience, E-service Quality, Customer Satisfaction, Online Repurchase Intention
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Pascasarjana (S2)
Depositing User: S2 Magister Manajemen
Date Deposited: 23 Aug 2024 01:33
Last Modified: 30 Aug 2024 09:32
URI: http://scholar.unand.ac.id/id/eprint/478240

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