MENINGKATKATKAN REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION DAN CUSTOMER TRUST (Studi Survey Pengguna DANA di Kota Serang)

Kun Novaria, Vidy (2025) MENINGKATKATKAN REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION DAN CUSTOMER TRUST (Studi Survey Pengguna DANA di Kota Serang). Master thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This study was conducted with the aim of developing a basic theoretical model and a new empirical research model to resolve the gap in previous research results regarding perceived value in increasing repurchase intention through customer satisfaction and customer trust felt by a company. The object of this study is DANA users in the city of Serang. The sampling technique in this study used a nonprobability sampling technique, namely the accidental sampling method. With the population size not known for certain and a sample of 160 people or respondents. The data analysis technique used Partial Least Square (PLS) with smartPLS 3.0 software. The results of the study showed that: 1) Perceived Value has a positive and significant effect on Repurchase Intention; 2) Perceived Value has a positive and significant effect on Customer Satisfaction; 3) Perceived Value has a positive and significant effect on Customer Trust; 4) Customer Satisfaction has a positive and significant effect on Repurchase Intention; 5) Customer Trust has a positive and insignificant effect on Repurchase Intention. 6) Customer Satisfaction is able to mediate between Perceived Value and Repurchase Intention through partial mediation; 7) Customer Trust is not able to mediate between Perceived Value and Repurchase Intention through zero mediation.

Item Type:

Thesis (Master)

Contributors:

Contribution	Contributors	NIP/NIM
Thesis advisor	DAVID, AGUS	197110222009121002
Thesis advisor	NUFUS, HAYATI	197708122008122002

Additional Information:

Penelitian ini dilakukan dengan tujuan untuk mengembangkan model teoritikal dasar dan model penelitian empiris baru untuk menyelesaikan kesenjangan (gap) hasil-hasil penelitian sebelumnya mengenai perceived value dalam meningkatnya repurchase intention melaui customer satisfaction dan customer trust yang dirasakan suatu perusahaan. Objek penelitian ini adalah pengguna DANA di kota Serang. Teknik pengambilan sampel dalam penelitian ini menggunakan teknik non probability sampling yaitu metode accidental sampling. Dengan jumlah populasi tidak diketahui secara pasti dan sampel berjumlah 160 orang atau responden. Teknik analisis data menggunakan Partial Least Square (PLS) dengan perangkat lunak smartPLS 3.0. Hasil penelitian diketahui: 1) Perceived Value berpengaruh positif dan signifikan terhadap Repurchase Intention; 2) Perceived Value berpengaruh positif dan signifikan terhadap Customer Satisfaction; 3) Perceived Value berpengaruh positif dan signifikan terhadap Customer Trust; 4) Customer Satisfaction berpengaruh positif dan signifikan terhadap Repurchase Intention; 5) Customer Trust berpengaruh positif dan tidak signifikan terhadap Repurchase Intention.6) Customer Satisfaction mampu memediasi antara Perceived Value terhadap Repurchase Intention secara mediasi parsial; 7) Customer Trust tidak mampu memediasi antara Perceived Value terhadap Repurchase Intention secara zero mediasi.

Uncontrolled Keywords:

Perceived Value, Customer Satisfaction, Customer Trust, Repurchase Intention. Perceived Value, Customer Satisfaction, Customer Trust, Repurchase Intention.

Subjects:

Communication > Science Journalism
Z Bibliography. Library Science. Information Resources > Z004 Books. Writing. Paleography
Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science
Communication > Communication (General)

Divisions:

08-Pascasarjana > 61101-Magister Manajemen
05-Fakultas Ekonomi dan Bisnis

Depositing User:

Vidy Kun Novaria

Date Deposited:

17 Apr 2025 03:38

Last Modified:

17 Apr 2025 03:38

URI:

http://eprints.untirta.ac.id/id/eprint/48225

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