DETAIL KOLEKSI

Anteseden customer repatronage pada service robots


Oleh : Pocut Melani Raihana Fitri

Info Katalog

Nomor Panggil : 022002001261

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2024

Pembimbing 1 : Ina Octaviana Matusin

Subyek : Marketing - Management

Kata Kunci : service robots, service triad, front line employees, utilitarian value, hedonic value, social presen

Status Posting : Published

Status : Lengkap


File Repositori
No. Nama File Hal. Link
1. 2024_TA_SMJ_022002001261_Halaman-Judul.pdf 9
2. 2024_TA_SMJ_022002001261_Lembar-Pengesahan.pdf 6
3. 2024_TA_SMJ_022002001261_Bab-1-Pendahuluan.pdf 8
4. 2024_TA_SMJ_022002001261_Bab-2-Tinjauan-Pustaka.pdf 13
5. 2024_TA_SMJ_022002001261_Bab-3-Metode-Penelitian.pdf 16
6. 2024_TA_SMJ_022002001261_Bab-4-Pembahasan-Hasil-Penelitian.pdf 18
7. 2024_TA_SMJ_022002001261_Bab-5-Kesimpulan.pdf 5
8. 2024_TA_SMJ_022002001261_Daftar-Pustaka.pdf 5
9. 2024_TA_SMJ_022002001261_Lampiran.pdf 25

P Penelitian ini bertujuan untuk menganalisis layanan terbaru menyarankan untukberfokus pada triad layanan yang terdiri dari karyawan garis depan teknologipelanggan(Front Line Employees). Studi ini secara empiris menyelidiki peran robotlayanan dalam triad layanan ini, dengan tujuan untuk memahami peran augmentasiatau substitusi robot layanan dalam mendorong utilitarian value dan hedonic valuedan pada akhirnya menghasilkan customer repatronage. Penelitian ini dilakukan padaindividu yang pernah makan di restoran memakai layanan robot paling sedikit tiga kalipada kurun waktu satu tahun. Google form digunakan guna menghimpun datapenelitian. Purposive sampling ialah metode pengambilan sampel yang dipakai padapenelitian ini. Structural Equation Model (SEM) adalah instrumen yang dipakaisebagai alat analisis data.Hasil penelitian ini menarik simpulan hubungan variabel anthropomorphism, socialpresence dengan utilitarian value berpengaruh positif, variabel anthropomorphism,social presence dengan hedonic value berpengaruh positif, variabel hedonic value danhedonic value yang di moderasi oleh Front Line Employees interaction quality dengancustomer repatronage tidak berpengaruh positif.

T This research aims to analyze the latest services suggesting to focus on the servicetriad consisting of front line employees technology-customers (Front Line Employees).This study empirically examines the impact of service robots in the service triad,aiming to comprehend how service robots, whether by enhancing or replacing humanservice, contribute to utilitarian value and hedonic value, ultimately leading to clientrepatronage. This study was carried out on persons who have dined in restaurantsemploying robotic service on a minimum of three occasions within the past year. Theresearch data was acquired using an online questionnaire utilizing a Google form.The research employs purposive sampling as the sample technique. The utilized dataanalysis tool is the Structural Equation Model (SEM).The results of this research conclude that the relationship between theanthropomorphism variable, social presence and utilitarian value has a positive effect,the anthropomorphism variable, social presence and hedonic value has a positiveeffect, the hedonic value variable and hedonic value which is moderated by the qualityof Front Line Employees interactions with customer repatronage do not have apositive effect.

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