Fatah, Yayan Al and Ainur Rofiq, and Dr. Dra. Nur Khusniyah Indrawati, (2023) Pengaruh Trust Dan Perceived Value Terhadap Reuse Intention Pengguna Aplikasi Linkaja Dimediasi Customer Satisfaction (Studi Pengguna Aplikasi Kai Access). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menganalisis peran customer satisfaction dalam memediasi pengaruh trust dan perceived value terhadap reuse intention. Populasi Penelitian ini adalah Penumpang KA Penataran (Surabaya-Malang) yang menggunakan aplikasi KAI Access dan membayarannya melalui aplikasi LinkAja. Teknik Pengambilan sampel menggunakan purposive sampling dengan jumlah sampel 120 responden dan dianalisis menggunakan Partial Least Square (PLS). Hasil penelitian menunjukan bahwa trust berpengaruh positif dan signifikan terhadap reuse intention dan customer satisfaction, perceived value berpengaruh positif dan signifikan terhadap reuse intention dan customer satisfaction, customer satisfaction berpengaruh positif dan signifikan terhadap reuse intention, customer satisfaction secara signifikan memediasi pengaruh trust dan perceived value terhadap reuse intention. Customer satisfaction berperan sebagai variabel mediasi parsial.
English Abstract
This study aims to analyze the role of customer satisfaction in mediating the effect of trust and perceived value on reuse intention. Train users of Penataran (Surabaya-Malang) who use the KAI Access application and pay for it through the LinkAja application are the population of this study. Sampling technique using purposive sampling with a sample of 120 respondents and analyzed using Partial Least Square (PLS). The results of the study concluded that trust has an effect on reuse intention and customer satisfaction, perceived value has an effect on reuse intention and customer satisfaction, customer satisfaction has an effect on reuse intention, customer satisfaction mediates the effect of trust and perceived value on reuse intention. Customer satisfaction plays a role as a partial mediation variable
Other obstract
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| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | :0422020104 |
| Uncontrolled Keywords: | Trust, Perceived Value, Customer Satisfaction, Reuse Intention, Trust, Perceived Value, Customer Satisfaction, Reuse Intention |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 27 Jul 2023 08:38 |
| Last Modified: | 27 Jul 2023 08:38 |
| URI: | http://repository.ub.ac.id/id/eprint/202177 |
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