SUHERLI, WENDY OLIVIA (2019) PREDIKSI E-SERVICE QUALITY DAN TRUST TERHADAP KEPUASAN PENGGUNA TIX ID DI JAKARTA DENGAN WORD OF MOUTH (WOM) SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
The purpose of this research is to examine whether 1) e-service quality and trust can predict consumer satisfaction of TIX ID in Jakarta, 2) e-service quality and trust can predict word of mouth of TIX ID in Jakarta, 3) word of mouth can predict consumer satisfaction of TIX ID in Jakarta and 4) word of mouth can mediate e-service quality and trust on consumer satisfaction of TIX ID in Jakarta. The samples are 155 respondents by online questionnaires with the nonprobability sampling technique with purposive sampling. Data processing techniques using structural equation modeling what using by SmartPLS.3.0. Overall, the result of this study are 1) e-service quality and trust can positively predict consumer satisfaction of TIX ID in Jakarta, 2) e-service quality and trust can positively predict word of mouth of TIX ID in Jakarta, 3) word of mouth can positively predict consumer satisfaction of TIX ID in Jakarta and 4) word of mouth can mediate the positive prediction of e-service quality and trust on consumer satisfaction of TIX ID in Jakarta. Pembimbing: Keni, S.E., M.M., Dr.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 28 Jul 2021 06:57 |
| Last Modified: | 28 Jul 2021 06:57 |
| URI: | http://repository.untar.ac.id/id/eprint/32023 |
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