Reza Fauzi Baskara, . (2021) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP PEMBELIAN ULANG MELALUI KEPUASAN PELANGGAN PADA APLIKASI TRAVELOKA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study is quantitative study which aims to determine the effect of service quality on customer satisfaction, customer satisfaction on re-purchases, and service quality on re-purchases. The population in this study were 100 students of the faculty of economics and business at Universitas Pembangunan Nasional Veteran Jakarta. The sampling technique using non probability sampling with purposive sampling method. Data collection was carried out using a questionnaire. The analysis technique used in this research is PLS (Partial Least Square) analysis using the SmartPls application. The result of this research is that service quality has a significant and positive effect on customer satisfaction with a path coefficient 0.780. Customer satisfaction has a positive and significant effect on repeat purchases with a path coefficient 0.283. Service quality has a significant and positive effect on repeat purchases with a path coefficient value 0.560. Service quality has a positive and significant effect on repeat purchases indirectly through customer satisfaction with a path coefficient value 0.221.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No panggil : 1610111111] [Ketua Penguji : Suharyati] [Penguji I : Heni Nastiti] [Penguji II (Pembimbing ) : Bernadin Dwi M] |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Repeat Purchases |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Reza Fauzi Baskara |
| Date Deposited: | 04 Aug 2021 07:21 |
| Last Modified: | 04 Aug 2021 07:21 |
| URI: | http://repository.upnvj.ac.id/id/eprint/9656 |
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