Mohamad saputra, Ivan Aji (2026) Analisis Pengaruh Service Performance Terhadap Kepuasan dan Loyalitas Mahasiswa Pada Voucher Tiktok Dengan Metode PLS (Studi Kasus Mahasiswa Yang Berkuliah Di Surabaya). Undergraduate thesis, UPN veteran Jawa Timur.
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Abstract
The rapid growth of digital platforms has encouraged companies to improve service quality in order to maintain customer satisfaction and loyalty. One of the digital services widely used is the voucher feature on the TikTok application. This study aims to analyze the effect of Service Performance, consisting of Tangibles, Reliability, Responsiveness, Assurance, and Empathy, on Customer Satisfaction and Customer Loyalty of TikTok voucher users, as well as to examine the mediating role of Customer Satisfaction. This study employed a quantitative approach using the Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that the research model has good predictive capability, with an R-Square value of 0.531 for Customer Satisfaction and 0.622 for Customer Loyalty. The hypothesis testing results reveal that Reliability and Empathy have a positive and significant effect on Customer Satisfaction, while Responsiveness and Customer Satisfaction have a positive and significant effect on Customer Loyalty. Meanwhile, Tangibles, Assurance, and several other direct relationships were found to have no significant effect. Furthermore, the indirect effect analysis demonstrates that Customer Satisfaction does not mediate the relationship between Tangibles, Reliability, Responsiveness, Assurance, Empathy, and Customer Loyalty. Based on these findings, improvement recommendations are proposed by focusing on Reliability, Responsiveness, and Empathy using the 5W+1H approach to enhance service quality, customer satisfaction, and customer loyalty among TikTok voucher users
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Ivan Saputra | ||||||||
| Date Deposited: | 14 Oct 2026 02:01 | ||||||||
| Last Modified: | 14 Oct 2026 02:31 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/60759 |
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