Aniq Muflihah Nurqalbi, . (2023) PENGARUH CITRA MEREK, KUALITAS LAYANAN DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN PELANGGAN OJEK ONLINE MAXIM. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This research is a quantitative study that aims to knowing, analyzing, and proving the effect of brand image, service quality and customer experience on customer satisfaction. The population in this study are customers of online transportation Maxim who are domiciled in the DKI Jakarta area. This study used 100 respondent using a non-probability sampling method with a purposive sampling technique. The data collection technique uses a questionnaire via Google Forms. Hypothesis testing in this study used partial least squares method with the help of the SmartPLS 4. The results of the test obtained (1) there is a significant effect of brand image on customer satisfaction, (2) there is a significant effect of service quality on customer satisfaction (3) there is no significant effect of customer experience on customer satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010111248] [Pembimbing: Diana Triwardhani] [Penguji 1: Yuliniar] [Penguji 2: Jenji Gunaedi Argo] |
| Uncontrolled Keywords: | brand image, service quality, customer experience and customer satisfaction |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Aniq Muflihah Nurqalbi |
| Date Deposited: | 21 Mar 2024 03:06 |
| Last Modified: | 21 Mar 2024 03:06 |
| URI: | http://repository.upnvj.ac.id/id/eprint/27995 |
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