Markus, Harris (2023) PENGARUH PERCEIVED QUALITY, TRUST, DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY SMARTPHONE SAMSUNG DI JAKARTA: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
ABSTRACT TARUMANAGARA UNIVERSITY FACULTY OF ECONOMICS AND BUSINESS JAKARTA (A) Harris Markus (B) THE INFLUENCE OF PERCEIVED QUALITY, TRUST, AND CUSTOMER EXPERIENCE ON SAMSUNG SMARTPHONE CUSTOMER LOYALTY IN JAKARTA: CUSTOMER SATISFACTION AS MEDIATION (C) Xviii + 92 pages, 22 tables, 11 pictures, 5 appendixes (D) MARKETING MANAGEMENT (E) ABSTRACT: Technology has become an important part of people's daily lives because it can make it easier to do work. Smartphone companies are competing to set up factories in Indonesia in order to meet this demand. This condition certainly increases competition between smartphone companies, both in terms of features, price and product specifications. Therefore, smartphone companies need to increase customer loyalty so that customers who want to buy a new smartphone have a higher tendency to buy the latest series on. Customer loyalty is becoming increasingly important considering that smartphones offered by various companies have similar functions. The aim of this research is to determine the influence of perceived quality, trust, and customer experience on Samsung smartphone customer loyalty through customer satisfaction as a mediating variable in Jakarta. The population of this study are Samsung smartphone users, have purchased Samsung smartphone products more than once, and live in Jakarta. The total samples obtained were 140 samples obtained using the non-probability sampling method. The data that has been obtained is processed using structural equation modeling assisted by the SmartPLS 4 program. The results of this research show that customer loyalty has a positive effect on perceived quality, trust and customer experience. Furthermore, customer satisfaction has a positive effect on perceived quality, trust, customer experience and customer loyalty. Furthermore, customer satisfaction can mediate the influence of trust and customer experience on customer loyalty, but customer satisfaction cannot mediate the influence of perceived quality on customer loyalty. (F) Keywords: perceived quality, trust, customer experience, customer satisfaction, and customer loyalty (G) References: 72 (1975-2023) (H) Dr. Keni S.E., M.M.. ABSTRAK UNIVERSITAS TARUMANAGARA FAKULTAS EKONOMI DAN BISNIS JAKARTA (A) Harris Markus (B) PENGARUH PERCEIVED QUALITY, TRUST, DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY SMARTPHONE SAMSUNG DI JAKARTA: CUSTOMER SATISFACTION SEBAGAI MEDIASI (C) Xviii + 92 halaman, 22 tabel, 11 gambar, 5 lampiran (D) MANAJEMEN PEMASARAN (E) Abstrak: Teknologi sudah menjadi bagian penting dalam keseharian masyarakat karena dapat mempermudah dalam melakukan pekerjaan. perusahaan smartphone berlomba-lomba untuk membuat pabrik di Indonesia dalam rangka memenuhi permintaan tersebut. Kondisi tersebut tentunya meningkatkan persaingan diantara perusahaan smartphone, baik dalam aspek fitur, harga, maupun spesifikasi produk. Oleh sebab itu, perusahaan smartphone perlu meningkatkan loyalitas pelanggan supaya pelanggan yang hendak membeli smartphone baru memiliki kecenderungan yang lebih tinggi untuk membeli seri terbaru yang ditawarkan. Loyalitas pelanggan menjadi semakin penting mengingat bahwa smartphone yang ditawarkan oleh berbagai perusahaan memiliki fungsi yang serupa. Tujuan dari penelitian ini ialah untuk mengetahui pengaruh antara perceived quality, trust, dan customer experience terhadap customer loyalty smartphone Samsung melalui customer satisfaction sebagai variabel mediasi di Jakarta. Populasi dari penelitian ini adalah pengguna smartphone Samsung, pernah membeli produk smartphone Samsung lebih dari satu kali , dan berdomisili di Jakarta. Total sampel yang diperoleh berjumlah 140 sampel yang diperoleh dengan metode non-probability sampling. Data yang telah diperoleh, diolah dengan pemodelan persamaan struktural yang dibantu oleh program SmartPLS 4. Hasil penelitian ini menunjukkan bahwa customer loyalty berpengaruh secara positif terhadap perceived quality, trust, dan customer experience. Selanjutnya, customer satisfaction berpengaruh secara positif terhadap perceived quality, trust, customer experience, dan customer loyalty. Lebih lanjut, customer satisfaction dapat memediasi pengaruh trust dan customer experience terhadap customer loyalty, namun customer satisfaction tidak dapat memediasi pengaruh perceived quality terhadap customer loyalty. (F) Kata Kunci: perceived quality, trust, customer experience, customer satisfaction, dan customer loyalty (G) Daftar Pustaka: 72 (1975-2023) (H) Dr. Keni S.E., M.M..
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 19 Aug 2024 02:44 |
| Last Modified: | 19 Aug 2024 02:44 |
| URI: | http://repository.untar.ac.id/id/eprint/43924 |
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