Value Co-Creation Pengaruhnya Terhadap Customer Loyalty Dimediasi Oleh Corporate Social Responsibility dan Customer Satisfaction Di Destinasi Wisata DKI Jakarta.

Abdullah, Muhammad Razi and Prof.Dr.Armanu,, S.E.,M.Sc. and Prof. Dr. Margono Setiawan,, SU., MM and Prof. Dr. Dra. Sumiati,, M.Si.,CFP (2023) Value Co-Creation Pengaruhnya Terhadap Customer Loyalty Dimediasi Oleh Corporate Social Responsibility dan Customer Satisfaction Di Destinasi Wisata DKI Jakarta. Doktor thesis, Universitas Brawijaya.

Abstract

Muhammad Razi Abdullah, Program Doktor Ilmu Manajemen, Pascasarjana, Fakultas Ekonomi dan Bisnis Universitas Brawijaya, Value Co-Creation Pengaruhnya Terhadap Loyalitas pelanggan dimediasi oleh Corporate Social Responsibility dan Kepuasan Pelanggan di Destinasi Wisata DKI Jakarta , 2023. Promotor: Armanu, Co-Promotor: 1 Margono Setiawan. Ko Promotor 2: Sumiati Tujuan dari penelitian ini untuk menganalisis dan menjelaskan pengaruh value co- creation terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan dan CSR. Metode yang digunakan dalam penelitian ini adalah dengan pendekatan kuantitatif dengan teknik analisis data analisis jalur dan menggunakan SmartPLS (Part Lease Square). Pengumpulan data dilakukan dengan membagikan questioner kepada 140 orang wisatawan nusantara yang berkunjung ke destinasi wisata Ancol Jakarta dan Taman Mini Indonesia Indah. Hasil penelitian menunjukkan bahwa Value co-creation berpengaruh tidak signifikan terhadap loyalitas pelanggan. Value co-creation berpengaruh signifikan terhadap kepuasan pelanggan. CSR berpengaruh signifikan terhadap loyalitas pelanggan. CSR berpengaruh signifikan terhadap Kepuasan Pelanggan. Kepuasan Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan Value co-creation berpengaruh signifikan terhadap CSR. Kepuasan Pelanggan memediasi value co-creation terhadap loyalitas pelanggan. Dan CSR memediasi hubungan antara value co-creation terhadap loyalitas pelanggan.

English Abstract

Abdullah, Muhammad Razi. Doctoral Program in Management, Faculty of Economics and Business, Universitas Brawijaya. 2022. Value Co-Creation and Its Effects on Customer Loyalty with the Mediation of Corporate Social Responsibility and Customer Satisfaction in Tourist Destination Objects in the Special Capital Region of Jakarta. Promoter: Armanu, Co-Promoters: Margono Setiawan and Sumiati. The purpose of this research is to analyze and explain the effects of value co-creation on customer loyalty with the mediation of customer satisfaction and CSR. The data of this quantitative research was harvested from questionnaires distributed to 98 local tourist who have visited Ancol and Taman Mini Indonesia Indah and was analyzed using Path in SmartPLS. This study finds that value co-creation is not related with customer loyalty, but it is able to increase customer satisfaction leading to customer loyalty. Further, value co-creation is related with CSR that eventually enhances customer loyalty. Customer satisfaction and CSR individually serve as full mediators when value co-creation improves customer loyalty. Therefore, customer satisfaction and CSR are key factors for the development of tourism in Jakarta, particularly in Ancol tourist destination.

Item Type:	Thesis (Doktor)
Identification Number:	:0523020055
Uncontrolled Keywords:	value co-creation, kepuasan pelanggan, loyalitas pelanggan dan CSR,value co-creation, customer satisfaction, customer loyalty, CSR
Subjects:	600 Technology (Applied sciences) > 658 General management
Divisions:	S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User:	Nur Cholis
Date Deposited:	22 Sep 2023 03:53
Last Modified:	22 Sep 2023 03:53
URI:	http://repository.ub.ac.id/id/eprint/203202

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