Balqis Thahira, Raden (2024) PERAN KEPERCAYAAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN KONSUMEN (Studi Pada Senjani Wedding Organizer Periode Penelitian Tahun 2023). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to determine the role of trust in mediating the effect of service quality and customer experience on customer satisfaction in users of senjani wedding organizer research period 2023. The research method used is quantitative with a descriptive approach. This research collects data based on questionnaires, literature studies and observations. The population in this study used a saturated sample of 93 respondents. The data analysis method used is Structural Equation Modeling (SEM) with the SmartPLS 3 analysis tool. The results of this study indicate that: (1) service quality has a positive and significant effect on customer satisfaction. (2) customer experience has a positive and significant effect on customer satisfaction. (3) service quality has a positive and significant effect on trust. (4) customer experience has a positive and significant effect on trust. (5) trust has a positive and significant effect on customer satisfaction. (6) trust is able to partially mediate service quality on customer satisfaction. (7) trust is able to partially mediate between customer experience and customer satisfaction.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui peran kepercayaan dalam memediasi pengaruh kualitas pelayanan dan customer experience terhadap kepuasan konsumen pada pengguna senjani wedding organizer periode penelitian tahun 2023. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan deskriptif. Penelitian ini melakukan pengumpulan data berdasarkan kuesioner, studi kepustakaan serta observasi. Populasi dalam penelitian ini menggunakan sampel jenuh sebanyak 93 responden. Metode analisis data yang digunakan adalah Structural Equation Modelling (SEM) dengan alat analisis SmartPLS 3. Hasil penelitian ini menujukkan bahwa: (1) kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan konsumen. (2) customer experience berpengaruh positif dan signifikan terhadap kepuasan konsumen. (3) kualitas pelayanan berpengaruh positif dan signifikan terhadap kepercayaan. (4) customer experience berpengaruh positif dan signifikan terhadap kepercayaan. (5) kepercayaan berpengaruh positif dan signifikan terhadap kepuasan konsumen. (6) kepercayaan mampu memediasi secara parsial kualitas pelayanan terhadap kepuasan konsumen. (7) kepercayaan mampu memediasi secara parsial antara customer experience terhadap kepuasan konsumen. | |||||||||
| Uncontrolled Keywords: | Service Quality, Customer Experience, Trust, Customer Satisfaction. Kualitas Pelayanan, Customer Experience, Kepercayaan, Kepuasan Konsumen. | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory Communication > Communication (General) |
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| Divisions: | 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen 05-Fakultas Ekonomi dan Bisnis |
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| Depositing User: | Raden Balqis Thahira | |||||||||
| Date Deposited: | 10 Jun 2024 10:40 | |||||||||
| Last Modified: | 10 Jun 2024 10:40 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/34878 |
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