RECOMMENDATION QUALITY DAN PERCEIVED SERENDIPITY UNTUK MEMPREDIKSI CUSTOMER LOYALTY PADA LAYANAN STREAMING NETFLIX DI JAKARTA: DECISION SATISFACTION SEBAGAI VARIABEL MEDIASI

PRASETYO, ALDO (2021) RECOMMENDATION QUALITY DAN PERCEIVED SERENDIPITY UNTUK MEMPREDIKSI CUSTOMER LOYALTY PADA LAYANAN STREAMING NETFLIX DI JAKARTA: DECISION SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.

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Abstract

The purpose of this study is to examine whether recommendation quality can predict customer loyalty, a) recommendation quality; b) perceived serendipity can predict decision satisfaction, decision satisfaction can predict customer loyalty, decision satisfaction can mediate the prediction of a) recommendation quality; b) perceived serendipity on customer loyalty. The sample taken in this study was 188 respondents who are Netflix users. The sampling technique used in this study is convenience sampling. The results from this study are: recommendation quality can predict positively customer loyalty, a) recommendation quality; b) perceived serendipity can predict positively decision satisfaction, decision satisfaction can predict positively customer loyalty, decision satisfaction can mediate positively the prediction of a) recommendation quality; b) perceived serendipity on customer loyalty. Keywords: recommendation quality, perceived serendipity, decision satisfaction, customer loyalty Penelitian bertujuan untuk mengetahui apakah recommendation quality dapat memprediksi customer loyalty, apakah a) recommendation quality; b) perceived serendipity dapat memprediksi decision satisfaction, apakah decision satisfaction dapat memprediksi customer loyalty, apakah decision satisfaction dapat memediasi prediksi a) recommendation quality; b) perceived serendipity terhadap customer loyalty. Sampel yang diambil pada penelitian ini merupakan 188 responden pengguna Netflix di Jakarta. Teknik pengambilan sampel yang dipakai adalah convenience sampling. Hasil dari penelitian ini adalah recommendation quality dapat memprediksi secara positif customer loyalty. Recommendation quality dan perceived serendipity dapat memprediksi secara positif decision satisfaction. Decision satisfaction dapat memprediksi secara positif terhadap customer loyalty. decision satisfaction dapat memediasi prediksi a) recommendation quality; b) perceived serendipity terhadap customer loyalty. Kata Kunci: recommendation quality, perceived serendipity, decision satisfaction, customer loyalty

Item Type:	Thesis (Skripsi)
Subjects:	Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions:	Fakultas Ekonomi > Akuntansi
Depositing User:	FE Perpus
Date Deposited:	10 Jun 2022 06:37
Last Modified:	18 Jul 2023 03:50
URI:	http://repository.untar.ac.id/id/eprint/36005

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