Herawati, Hera (2021) PENGARUH CUSTOMER EXPERIENCE, CUSTOMER VALUE, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA GOJEK. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh customer experience, customer value, dan service quality Terhadap Customer Satisfatction Pada Pengguna Gojek. Strategi penelitian yang digunakan dalam penelitian ini adalah strategi penelitian yang bersifat asosiatif dengan metode penelitian yang digunakan adalah metode survey. Dalam penelitian ini, peneliti menggunakan data yang bersifat kuantitatif yaitu berupa hasil kuesioner yang diisi oleh responden yang merupakan pengguna aplikasi gojek. Hasil penelitian membuktikan bahwa : 1) Customer experience berpengaruh terhadap Customer satisfaction, 2) Customer value berpengaruh terhadap Customer satisfaction, 3) Service quality berpengaruh terhadap Customer satisfaction, dan 4) Customer experience, Customer value dan Service quality berpengaruh terhadap Customer satisfaction Kata Kunci : Customer experience, Customer value, Service quality dan Customer satisfaction This study aims to determine the effect of customer experience, customer value, and service quality on customer satisfaction on Gojek users. The research strategy used in this study is an associative research strategy with the research method used is the survey method. In this study, researchers used quantitative data, namely the results of questionnaires filled out by respondents who were users of the Gojek application. The results of the study prove that: 1) Customer experience has an effect on Customer satisfaction, 2) Customer value has an effect on Customer satisfaction, 3) Service quality has an effect on Customer satisfaction, and 4) Customer experience, Customer value and Service quality have an effect on Customer satisfaction. Keywords: Keywords: Customer experience, Customer value, Service quality and Customer satisfaction.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | HERAWATI | ||||||||
| Date Deposited: | 05 Oct 2021 17:40 | ||||||||
| Last Modified: | 05 Oct 2021 17:40 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/5424 |
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