Rizka, Sheila Sabina Adelia (2024) Pengaruh Customer Experience, Trust, dan Customer Satisfaction Terhadap Repurchase Intention Pada Pemesanan Tiket di Aplikasi Access by KAI (Studi Pada Penumpang Kereta Api di Stasiun Gubeng Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Increasing competition in the business world makes each company need to plan the right strategy to be able to create more value than competitors. Providing services in accordance with the needs and expectations of consumers will be able to create a sense of satisfaction so that it can encourage repurchase interest in products in consumers. This study was conducted with the aim of analyzing and knowing the effect of customer experience, trust, and customer satisfaction on repurchase intention in train passengers who use the Access by KAI application at Gubeng Station Surabaya. This research method uses quantitative methods with an associative approach. The sample used in this study amounted to 100 respondents. The sampling technique in this study used purposive sampling with the criteria of train passengers at Gubeng Station Surabaya, have ever or are currently using the Access by KAI application in purchasing train tickets at least 1 transaction, and are at least 17 years old. The data analysis technique in this study uses validity test, reliability test, classical assumption test, multiple liner regression test, determination coefficient test and hypothesis testing. The results of this study state that customer experience, trust and customer satisfaction simultaneously have a positive and significant effect on repurchase intention. The customer experience, trust, and customer satisfaction variables partially have a positive and significant influence on the repurchase intention variable for ordering train tickets in the Access by KAI application.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Sheila Sabina Adelia Rizka | ||||||||
| Date Deposited: | 08 May 2024 07:01 | ||||||||
| Last Modified: | 08 May 2024 07:01 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/22641 |
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