The Influence of E-Service Quality, Gamification, and Perceived Value Towards Customer Loyalty (Study For Spotify Premium Users in Jakarta Province)".

Putri, Annisa Vidya Nove Putri and Prof. Ananda Sabil Hussein, SE., M.Com., Ph.D.as (2023) The Influence of E-Service Quality, Gamification, and Perceived Value Towards Customer Loyalty (Study For Spotify Premium Users in Jakarta Province)". Sarjana thesis, Universitas Brawijaya.

Abstract

Studi penelitian ini bertujuan untuk menyelidiki peran kualitas layanan elektronik, gamifikasi, dan nilai yang dirasakan dalam mempengaruhi loyalitas pelanggan dalam konteks platform online di Spotify. Studi ini akan mengkaji bagaimana ketiga faktor ini berinteraksi dan berkontribusi terhadap loyalitas pelanggan di Spotify sebagai lingkungan digital. Penelitian ini menggunakan pendekatan penelitian kuantitatif dan survei pengguna Spotify premium di Provinsi DKI Jakarta dengan menggunakan sampel sebanyak 210 responden. Instrumen survei akan mencakup ukuran kualitas layanan elektronik, elemen gamifikasi, nilai yang dirasakan, dan loyalitas pelanggan. Teknik analisis statistik, seperti analisis regresi, akan digunakan untuk menguji hubungan antar variabel dan menentukan kepentingan relatifnya dalam memprediksi loyalitas pelanggan. Temuan penelitian ini akan memberikan wawasan berharga bagi Spotify dan penyedia layanan serupa yang berupaya meningkatkan loyalitas pelanggan dengan memahami pentingnya kualitas layanan elektronik, gamifikasi, dan nilai yang dirasakan. Hasil penelitian ini juga dapat berkontribusi pada literatur akademis dengan memberikan bukti empiris mengenai peran faktor-faktor ini dalam konteks bisnis digital. Pada akhirnya, penelitian ini bertujuan untuk berkontribusi pada teori dan praktik dengan menjelaskan faktor pendorong utama loyalitas pelanggan di lingkungan online

English Abstract

This research study aims to investigate the role of e-service quality, gamification, and perceived value in influencing customer loyalty in the context of online platforms in Spotify. The study will examine how these three factors interact and contribute to customer loyalty in Spotify as a digital environment. This study employs a quantitative research approach and surveys Spotify premium users in Jakarta Province used a sample of 210 respondents. The survey instrument will include measures of e-service quality, gamification elements, perceived value, and customer loyalty. Statistical analysis techniques, such as regression analysis, will be used to examine the relationships between the variables and determine their relative importance in predicting customer loyalty. The findings of this study will provide valuable insights for Spotify and similar service providers seeking to enhance customer loyalty by understanding the importance of e-service quality, gamification, and perceived value. The study's results may also contribute to the academic literature by providing empirical evidence on the role of these factors in the context of digital businesses. Ultimately, this research aims to contribute to both theory and practice by shedding light on the key drivers of customer loyalty in online environments.

Item Type:	Thesis (Sarjana)
Identification Number:	:0523020849
Uncontrolled Keywords:	Kualitas Layanan Elektronik, Gamifikasi, dan Perceived Value, Loyalitas Pelanggan
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Unnamed user with username nova
Date Deposited:	02 Apr 2024 06:29
Last Modified:	02 Apr 2024 06:29
URI:	http://repository.ub.ac.id/id/eprint/217772

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