Laili, Ivatul and Dr. Sumiati, and Dr. Drs Sudjatno (2022) Pengaruh Kegagalan Layanan Terhadap Loyalitas Pelanggan Melalui Pengampunan Pelanggan Dan Pemulihan Layanan Sebagai Variabel Mediasi (Studi Pada Fitur Go-Car Pt. Gojek Indonesia Di Kota Surabaya). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengkaji lebih dalam tentang peran pengampunan pelanggan dan pemulihan layanan variabel pada hubungan antara kegagalan layanan dan loyalitas. Penelitian ini menggunakan layanan go-car pada gojek sebagai objek penelitian. Layanan Go-car dipilih karena merupakan salah satu layanan di Gojek yang banyak mendapat kritikan dari para penggunanya. Responden dalam penelitian ini adalah Go-Car pengguna layanan yang pernah mengalami kegagalan layanan saat menggunakan layanan. Penentuan dari jumlah sampel dalam penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel 200 responden. Metode pengumpulan data menggunakan kuesioner, data dianalisis menggunakan PLS - SEM. Hasil penelitian ini yaitu adanya pengaruh signifikan variabel kegagalan layanan terhadap loyalitas pelanggan H1 diterima, adanya pengaruh signifikan variabel kegagalan layanan terhadap pemulihan layanan H2 diterima, adanya pengaruh signifikan variabel kegagalan layanan terhadap pengampunan pelanggan H3 diterima, adanya pengaruh signifikan pemulihan layanan terhadap loyalitas pelanggan H4 diterima, adanya pengaruh signifikan variabel pengampunan pelanggan terhadap loyalitas pelanggan H5 diterima, adanya pengaruh signifikan variabel kegagalan layanan terhadap loyalitas pelanggan melalui pemulihan layanan H6 diterima, adanya pengaruh signifikan variabel kegagalan layanan terhadap loyalitas pelanggan melalui pengampunan pelanggan H7 diterima.
English Abstract
This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Gojek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS - SEM. The results of this study are that there is a significant effect of service failure variables on customer loyalty H1 is accepted, there is a significant effect of service failure variables on service recovery H2 is accepted, there is a significant effect of service failure variables on customer forgiveness H3 is accepted, there is a significant effect of service recovery on customer loyalty H4 is accepted , there is a significant effect of customer forgiveness variable on customer loyalty H5 is accepted, there is a significant effect of service failure variable on customer loyalty through service recovery H6 is accepted, there is a significant effect of service failure variable on customer loyalty through customer forgiveness H7 is accepted.
Other obstract
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| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | 0422020041 |
| Uncontrolled Keywords: | kegagalan layanan, pengampunan pelanggan, pemulihan layanan, loyalitas pelanggan, Service failure, Customer forgiveness, service recovery, customer loyalty |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 01 Feb 2023 02:13 |
| Last Modified: | 01 Feb 2023 02:13 |
| URI: | http://repository.ub.ac.id/id/eprint/197194 |
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Text (DALAM MASA EMBARGO)
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