Pengaruh post-purchase online customer experience yang dimediasi oleh customer satisfaction terhadap repurchase intention fresh food online shopping

DETAIL KOLEKSI

Pengaruh post-purchase online customer experience yang dimediasi oleh customer satisfaction terhadap repurchase intention fresh food online shopping

5.0

Oleh : Cecep Kholil Soleh Maulana

Info Katalog

Nomor Panggil : 022001918004

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Willy Arafah

Subyek : Commerce - Marketing;Customer satisfaction - Marketing

Kata Kunci : post-purchase online customer experience, delivery, product in-hand, benefits, customer support, pac

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2022_TA_SMJ_022001918004_Halaman-judul-terdiri-dari-10-halaman.pdf	10
2.	2022_TA_SMJ_022001918004_Lembar-pengesahan-terdiri-dari-6-halaman.pdf	6
3.	2022_TA_SMJ_022001918004_Bab-1-Pendahuluan.pdf	7
4.	2022_TA_SMJ_022001918004_Bab-2-Tinjauan-pustaka.pdf	13
5.	2022_TA_SMJ_022001918004_Bab-3-Metoda-penelitian.pdf	15
6.	2022_TA_SMJ_022001918004_Bab-4-Analsis-dan-pembahasan.pdf	22
7.	2022_TA_SMJ_022001918004_Bab-5-Kesimpulan.pdf	4
8.	2022_TA_SMJ_022001918004_Daftar-pustaka.pdf	4
9.	2022_TA_SMJ_022001918004_Lampiran.pdf	38

Abstrak
Abstract

P enelitian ini bertujuan untuk menguji pengaruh post-purchase online customerexperience yang terdiri dari delivery, product in-hand, benefits, customer support danpackaging terhadap repurchase intention yang dimediasi oleh customer satisfaction.Analisis ini menggunakan variable independen yaitu post-purchase online customerexperience yang terdiri dari delivery, product in-hand, benefits, customer support danpackaging. Variabel dependennya adalah customer satisfaction dan repurchase intention. Sampel yang digunakan pada penelitian ini adalah masyarakat yang pernah melakukan pembelian fresh food secara online. Pengumpulan data dilakukan dengan kuesioner yang disebarkan melalui formulir online kepada 150 responden sebanyak 24 pertanyaan.Metode analisis menggunakan Structural Equation Model (SEM) untuk menganalisishubungan atau pengaruh antar variable independen dengn variable dependen. Hasil daripenelitian ini menunjukan bahwa delivery secara signifikan positif mempengaruhicustomer satisfaction, product in-hand secara signifikan positif mempengaruhi customersatisfaction, benefits secara signifikan positif mempengaruhi customer satisfaction,customer support secara signifikan positif mempengaruhi customer satisfaction,packaging secara signifikan positif mempengaruhi customer satisfaction dan secara tidak langsung berpengaruh positif dan signifikan terhadap repurchase intention yang dimediasi oleh customer satisfaction.

T his research aims to examine the effect of post-purchase online customer experienceconsisting of delivery, in-hand product, benefits, customer support and packaging onrepurchase intention mediated by customer satisfaction. This analysis uses anindependent variable, namely post-purchase online customer experience which consistsof delivery, in-hand product, benefits, customer support and packaging. The dependentvariable is customer satisfaction and repurchase intention. The sample used in this studywho had purchased fresh food online. Data was collected by means of a questionnairedistributed through an online form to 150 respondents with 24 questions. The analysismethod uses the Structural Equation Model (SEM) to analyze the relationship or influence between the independent variable and the dependent variable. The results of this study indicate that delivery significantly positively affects customer satisfaction, in-hand product significantly positively affects customer satisfaction, benefits significantlypositively affects customer satisfaction, customer support significantly positively affectscustomer satisfaction, packaging significantly positively affects customer satisfaction and indirectly has a positive and significant effect on repurchase intention mediated bycustomer satisfaction.