Pengaruh customer experience dan perceived price terhadap customer loyalty yang dimediasi oleh customer satisfaction pada layanan taksi online
Info Katalog
File Repositori
Nomor Panggil : 022001807011
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2022
Pembimbing 1 : Dyah Astarini
Subyek : Customer relations;Marketing - Management
Kata Kunci : customer experience, perceived price, customer satisfaction dan customer loyalty
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2022_TA_SMJ_022001807011_Halaman-Judul.pdf | 9 | |
| 2. | 2022_TA_SMJ_022001807011_Lembar-Pengesahan.pdf | 6 | |
| 3. | 2022_TA_SMJ_022001807011_Bab-1_Pendahuluan.pdf | 8 | |
| 4. | 2022_TA_SMJ_022001807011_Bab-2_Tinjauan-Pustaka.pdf | 12 |
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| 5. | 2022_TA_SMJ_022001807011_Bab-3_Metode-Penelitian.pdf | 14 |
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| 6. | 2022_TA_SMJ_022001807011_Bab-4_Hasil-dan-Pembahasan.pdf | 16 |
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| 7. | 2022_TA_SMJ_022001807011_Bab-5_Kesimpulan.pdf | 3 |
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| 8. | 2022_TA_SMJ_022001807011_Daftar-Pustaka.pdf | 4 | |
| 9. | 2022_TA_SMJ_022001807011_Lampiran.pdf | 14 |
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T ujuan dari penelitian ini adalah untuk menganalisis pengaruh Customer Experience terhadap Customer Loyalty. Pengaruh Perceived Price terhadap Customer Loyalty. Pengaruh Customer Experience terhadap Customer Satisfaction. Pengaruh Perceived Price terhadap Customer Satisfaction. Pengaruh Customer Satisfaction terhadap Customer Loyalty. Pengaruh Customer Experience terhadap Customer Loyalty dimediasi Customer Satisfaction dan pengaruh Perceived Price terhadap Customer Loyalty dimediasi Customer Satisfaction. Pengumpulan data dilakukan dengan cara menyebar kuesioner yang diperoleh data sebanyak 173 responden menjadi 150 responden yang dapat diteliti karena sesuai dengan kriteria pernah menggunakan layanan jasa taksi online sebanyak 2 kali dalam 3 bulan terakhir. Pengujian data dilakukan dengan menggunakan analisis Structural Equation Model (SEM). Hasil penelitian ini menunjukan bahwa Customer Experience memiliki pengaruh positif terhadap Customer Loyalty dimediasi Customer Satisfaction. Perceived Price tidak memiliki pengaruh positif terhadap Customer Loyalty dimediasi Customer Satisfaction. Untuk penelitian selanjutnya, peneliti diharapkan menambahkan variabel service quality agar hasil penelitian dari segi kualitas layanan dapat lebih jelas dan spesifik, peneliti juga diharapkan diharapkan dapat mengembangkan penelitian dari sisi perusahaan taksi konvensional agar hasil perbandingannya lebih jelas.
T he purpose of this research is to analyze the influence of Customer Experience on Customer Loyalty. The Influence of Perceived Price on Customer Loyalty. The Influence of Customer Experience on Customer Satisfaction. Effect of Perceived Price on Customer Satisfaction. The Influence of Customer Satisfaction on Customer Loyalty. The influence of Customer Experience on Customer Loyalty is mediated by Customer Satisfaction and the effect of Perceived Price on Customer Loyalty is mediated by Customer Satisfaction. Data collection was done by distributing questionnaires. The data obtained were 173 respondents to 150 respondents who could be studied because according to the criteria, they had used online taxi services 2 times in the last 3 months. Data testing was carried out using Structural Equation Model (SEM) analysis. The results of this study indicate that Customer Experience has a positive influence on Customer Loyalty mediated by Customer Satisfaction. Perceived Price does not have a positive influence on Customer Loyalty mediated by Customer Satisfaction. For further research, researchers are expected to add service quality variables so that the results of research in terms of service quality can be clearer and more specific, researchers are also expected to be able to develop research from the side of conventional taxi companies so that the comparison results are clearer.
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