Pengaruh Kepuasan Pelanggan terhadap Niat Beralih dengan Kepercayaan sebagai Variabel Intervening (Studi Empiris pada Bukalapak)

Saraswati, Henida and , Soepatini, SE, Msi, Ph.D. (2019) Pengaruh Kepuasan Pelanggan terhadap Niat Beralih dengan Kepercayaan sebagai Variabel Intervening (Studi Empiris pada Bukalapak). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of customer satisfaction on switching intention with trust as an intervening variable (Study Empiris on Bukalapak). This type of research is quantitative causal research and the method of data collection in research uses a questionnaire or questionnaire that is filled directly by respondents. Samples taken were 100 respondents. This study uses non probability sampling method with purposive sampling techniques.The analysis used includes validity and reliability, classic assumption tests of multiple liniear regression analysis, t-test, F test, determination test, and Sobel test to find out the trudt can mediate the cuctomer satisfaction on switching intention. The result of the study using t test show that customer satisfaction has a significant influence on trust, trust doesn’t have a significant effect on switching intention. The results of the study using the F test indicate that the variable customer satisfaction, and trust simultaneously affect to switching intention. The Sobel test results show the value of t count<t table so that it can be concluded that trust does not mediate customer satisfaction to switching intention on Bukalapak.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	switching intention, customer satisfaction, trust, bukalapak
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	HENIDA SARASWATI
Date Deposited:	09 Aug 2019 07:16
Last Modified:	09 Aug 2019 07:16
URI:	http://eprints.ums.ac.id/id/eprint/75912

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