PENGARUH SERVICE RECOVERY, PERCEIVED VALUE, DAN CUSTOMER TRUST TERHADAP CUSTOMER LOYALTY TIKET.COM

Tirza Abigail Nessaristi, . (2023) PENGARUH SERVICE RECOVERY, PERCEIVED VALUE, DAN CUSTOMER TRUST TERHADAP CUSTOMER LOYALTY TIKET.COM. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The development of the Online Travel Agent business in Indonesia has increased and caused increasingly strong competition for business people in the OTA sector, including tiket.com. Tiket.com is an online travel agent which operates in the field of booking services for flight tickets, hotels, and other travel activities. Over the last few years, tiket.com has continued to innovate its products and expanded its business into various phenomena that influence the loyalty of tiket.com customers. The problem formulation in this research is whether service recovery, perceived value, and customer trust affect tiket.com customer loyalty. The population in this research is all customers of tiket.com, while the sample is 100 respondents who live in Jabodetabek using the purposive sampling method. This research uses quantitative methods and Smart PLS 3 software as a data processing tool. The results of this research show that the Service Recovery variable has no influence on Customer Loyalty, Perceived Value has a positive and significant influence on Customer Loyalty, and Customer Trust has no influence on Customer Loyalty tiket.com in Jabodetabek.

Item Type:	Thesis (Skripsi)
Additional Information:	[No. Panggil: 2010111226] [Pembimbing: Dienni Ruhjatini Sholihah] [Ketua Penguji: Nobelson] [Penguji 1: Jenji Gunaedi Argo]
Uncontrolled Keywords:	Service Recovery, Perceived Value, Customer Trust, Customer Loyalty
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User:	Tirza Abigail Nessaristi
Date Deposited:	21 Mar 2024 02:37
Last Modified:	07 May 2024 05:34
URI:	http://repository.upnvj.ac.id/id/eprint/27777

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