PENGARUH CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

Deva Fabiola, . (2024) PENGARUH CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This quantitative research aims to identify, verify, and analyze whether there is a positive and significant influence of customer experience and service quality on repurchase intention of Kopi Tuku products, with customer satisfaction acting as a mediating variable. The sample for this study consists of Generation Z customers of Kopi Tuku in DKI Jakarta, totaling 100 respondents. The sampling technique employed is non-probability sampling, specifically purposive sampling. The data used is primary data collected through questionnaires distributed via Google Forms. Data analysis techniques include descriptive and inferential analysis, processed using the SmartPLS 4 software. The findings of this study are as follows: (1) Customer experience has a positive and significant effect on repurchase intention with a coefficient of 0.396; (2) Service quality has a positive and significant effect on repurchase intention with a coefficient of 0.244; (3) Customer experience, mediated by customer satisfaction, does not have a significant effect on repurchase intention with a coefficient of 0.144; (4) Service quality, mediated by customer satisfaction, has a positive and significant effect on repurchase intention with a coefficient of 0.148; and (5) Customer satisfaction has a positive and significant effect on repurchase intention with a coefficient of 0.307. Keywords: Customer Experience, Service Quality, Customer Satisfaction, Repurchase Intention, Kopi Tuku

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil: 2110111191] [Pembimbing: Diana Triwardhani] [Penguji 1: Alfatih Sikki Manggabarani] [Penguji 2: Guntur Syahputra Saragih]
Uncontrolled Keywords: Customer Experience, Service Quality, Customer Satisfaction, Repurchase Intention, Kopi Tuku
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: DEVA FABIOLA
Date Deposited: 13 Feb 2025 03:13
Last Modified: 13 Feb 2025 03:13
URI: http://repository.upnvj.ac.id/id/eprint/34485

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