Pengaruh Kualitas Layanan Dan Kenyamanan Pelanggan Terhadap Niat Pembelian Ulang Melalui Mediasi Kepuasan Pelanggan Pada Jasa Transportasi Online Gojek Di Surabaya

Prasetiyo, Prasetiyo (2018) Pengaruh Kualitas Layanan Dan Kenyamanan Pelanggan Terhadap Niat Pembelian Ulang Melalui Mediasi Kepuasan Pelanggan Pada Jasa Transportasi Online Gojek Di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

The purpose of this study was the effect of the quality of service and customer convenience in the purchase intention mediated by customer satisfaction, the data used is primary data and methods for collecting is by distributing questionnaires to the respondents. Analysis techniques using Warp-PLS using the results of the questionnaire that was distributed to respondents, the results of this research is Quality of Service a significant effect on Customer Satisfaction, Customer Pleasure significant effect on customer satisfaction, customer satisfaction significantly influence the Purchase Intentions Birthday, Customer Satisfaction mediate partial influence on the service quality Repeat Purchase Intentions, Customer Satisfaction mediate the full effect of the Customer Convenience Repeat Purchase Intentions. Keywords: Quality of Service, Customer Comfort, Customer Satisfaction and Repurchase Intentions

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 12 Mar 2019 03:15
Last Modified: 12 Mar 2019 03:15
URI: http://eprints.perbanas.ac.id/id/eprint/4177

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