PENGARUH E-SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN SPOTIFY MELALUI KEPUASAN PELANGGAN

Rafliansyah, . (2024) PENGARUH E-SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN SPOTIFY MELALUI KEPUASAN PELANGGAN. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This quantitative research has the objective to comprehensively study the effect of e-service quality, which will be analyzed to see the level of customer loyalty of the spotify application. In addition, there is a mediating or intervening variable, which is customer satisfaction. The data analysis method used is a quantitative approach with a purposive sampling method with 100 respondents. The type of data is primary using a Likert scale in its measurement. This study uses Partial Least Square (PLS) analysis using SmartPLS 3.0 application. The findings and results that the researchers have explored show that the variable of e-service quality has a significant effect on customer loyalty as a dependent variable, which is mediated by customer satisfaction. However, e-service quality does not have a significant effect on customer loyalty directly on the Spotify application.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2010111121} {Pembimbing: Diana Triwardhani} {Penguji 1: Maria Assumpta Wikantari} {Penguji 2: Jenji Gunaedi Argo}
Uncontrolled Keywords: E-Service Quality, Customer Loyalty, Customer Satisfaction, Spotify, DKI Jakarta
Subjects: H Social Sciences > HA Statistics
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
T Technology > T Technology (General)
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Rafliansyah -
Date Deposited: 21 Mar 2024 03:14
Last Modified: 21 Mar 2024 03:14
URI: http://repository.upnvj.ac.id/id/eprint/27974

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