PENGARUH CUSTOMER EXPERIENCE DAN E- SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA PENGGUNA NETFLIX DI JABODETABEK

Indah Rosiyati Saputri, . (2023) PENGARUH CUSTOMER EXPERIENCE DAN E- SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA PENGGUNA NETFLIX DI JABODETABEK. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The type of research used by researchers is quantitative research which aims to determine the influence of customer experience on customer loyalty, the influence of e-service quality on customer loyalty, the influence of customer satisfaction on customer loyalty, the indirect influence of customer experience on customer loyalty through customer satisfaction, and The indirect influence of e-service quality on customer loyalty through customer satisfaction. This research uses primary data sources. The population in this study are Netflix users who live in the Jabodetabek area. The sample used was 384 respondents. The sampling technique in this research used a purposive sampling method. This research carried out data collection using an online questionnaire using the Google Form facility which was distributed via social media. This research uses the SEM method with the SmartPLS 3.2.9 software test tool. The research obtained results namely 1). Customer experience has a significant effect on customer loyalty with a path coefficient value of 0.359, 2). E-service quality has a significant effect on customer loyalty with a path coefficient value of 0.486, 3). Customer satisfaction has a significant effect on customer loyalty with a path coefficient value of 0.119, 4). Customer experience indirectly has a positive and significant effect on customer loyalty through customer satisfaction with a path coefficient value of 0.058, 5). E-service product quality indirectly has a positive and significant effect on customer loyalty through customer satisfaction with a path coefficient value of 0,056.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2010111170] [Pembimbing: Yuliniar] [Penguji 1: Bernadin Dwi Mardiatmi] [Penguji 2: Pusporini]
Uncontrolled Keywords: Customer Experience, E-Service Quality, Customer Loyalty, Customer Satisfaction, Netflix
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Indah Rosiyati Saputri
Date Deposited: 21 Mar 2024 03:12
Last Modified: 21 Mar 2024 03:12
URI: http://repository.upnvj.ac.id/id/eprint/28132

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