PRATIWI, WINNY (2021) PERAN CUSTOMER ENGAGEMENT SEBAGAI MEDIASI PADA HUBUNGAN ANTARA CUSTOMER PERCEIVED VALUE DAN CUSTOMER LOYALTY MASKAPAI GARUDA INDONESIA DI JAKARTA. Skripsi thesis, Universitas Tarumanagara.
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Abstract
This study aims to determine the role of customer engagement as a mediation in the relationship between customer perceived value and customer loyalty Garuda Indonesia airline in Jakarta. This study distributes online questionnaires that are distributed using Google Form media for data collection. In data collection as many as 212 respondents who participated in filling out the questionnaire and as many as 209 data that can be processed in data processing. This study uses SmartPLS 3 data analysis and data analysis techniques using the Structural Equaling Modeling (SEM) method. Based on the results of data analysis in this study, the researcher concludes that Customer Perceived Value has a positive and significant influence on Customer Loyalty, Customer Perceived Value has a positive and significant influence on Customer Engagement,Customer Engagement has a positive and significant influence on Customer Loyalty and Customer Engagement has a positive and significant effect on the relationship between customer perceived value and customer loyalty. Penelitian ini bertujuan untuk mengetahui peran customer engagement sebagai mediasi pada hubungan antara Customer Perceived Value dan Customer Loyalty maskapai Garuda Indonesia di Jakarta. Penelitian ini membagaikan kuesioner secara online yang dibagikan dengan media Google Form untuk pengumpulan data. Dalam pengumpulan data sebanyak 212 responden yang berpartisipasi dalam pengisian kuesioner dan sebanyak 209 data yang dapat diproses dalam pengolahan data. Penelitian ini menggunakan menggunakan analisis data SMARTPLS 3 dan teknik analisis data menggunakan metode Structural Equaling Modelling (SEM). Berdasarkan hasil dari analisis data pada penelitian ini, peneliti menyimpulkan bahwa bahwa Customer Perceived Value memiliki pengaruh yang positif dan signifikan terhadap Customer Loyalty, Customer Perceived Value memiliki pengaruh yang positif dan signifikan terhadap Customer Engagement, Customer Engagement memiliki pengaruh yang positif dan signifikan terhadap Customer Loyalty, dan Customer Engagement memiliki pengaruh yang positif dan signifikan terhadap hubungan antara Customer Perceived Value dan Customer Loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 17 Jun 2022 03:26 |
| Last Modified: | 27 Jul 2023 08:22 |
| URI: | http://repository.untar.ac.id/id/eprint/36217 |
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