建立服务体验以达到客户回购意愿:印度尼西亚学生消费者背景下的适度调解模型

Zulganef Zulganef, I. Nilasari
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引用次数: 2

摘要

本研究旨在探讨服务体验对顾客再购买意愿的影响,考察顾客满意度和感知质量的中介作用。这项研究是对几所大学使用在线商务应用程序的学生进行的,共有250名受访者。研究数据是在线收集的,受访者被要求填写一份通过谷歌Forms分发的调查问卷。本研究结果显示,服务体验对顾客满意与再购买意愿有影响。本研究亦发现顾客满意在服务体验与再购买意愿之间具有中介作用。最后,本研究考察了感知质量的调节作用,发现感知质量可以调节服务体验与顾客满意的关系、顾客满意与再购买意愿的关系,并通过顾客满意间接调节服务体验与再购买意愿的关系。摘要:印尼语。penpentian ini bertujuan untuk mengetahui penpenaruh服务体验或回购意向,dendenan melihaperan media kepusan pelangan an moderasi perpersi kualitas。Penelitian ini dilakukan pada mahasiswa di beberapa perguran tinggi yang menggunakan应用程序在线,登甘jumlah回应了250个橙子。数据在网上发布,但在网上发布的数据显示,在网上发布的数据显示,在网上发布的数据显示,在网上发布的数据显示,在网上发布的数据显示。Hasil penelitian ini menunjukkan bahwa pengalaman layanan berpengaruh terhadap kepuasan pelanggan dan niat beli ulang。Temuan penelitian ini juga menunjukkan bahwa kepuasan pelanggan memediasi hubungan antara pengalaman layanan danniat membeli kembali。阿喀里亚那,penelitian ini melihan, peran moderasi persepaskualitas, danmenemukan bahwa kualitas yang diasakan dapat memoderderasi hubungan antara pengalaman layanan danniat membeli kembali, danhubungan tidak langsung dari pengalaman layanan pagatniat penbelian kembali melalui kempuasan pelanggan。
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Building Service Experience to Attain Customer Repurchase Intention: A Moderated-Mediation Model in the Context of Student Consumer in Indonesia
This study aims to determine the effect of service experience on repurchase intention, by looking at the mediating role of customer satisfaction and moderation of perceived quality. This research was conducted on students at several universities who use online business applications, with a total of 250 respondents. Research data was collected online, and respondents were asked to fill out a questionnaire distributed through Google Forms. The results of this study indicate that service experience has an effect on customer satisfaction and repurchase intention. The findings of this study also indicate that customer satisfaction mediates the relationship between service experience and repurchase intention. Finally, this study looks at the moderating role of perceived quality, and finds that perceived quality can moderate the relationship between service experience and customer satisfaction, the relationship between customer satisfaction and repurchase intention, and the indirect relationship of service experience on repurchase intention through customer satisfaction. Abstrak dalam Bahasa Indonesia. Penelitian ini bertujuan untuk mengetahui pengaruh service experience terhadap repurchase intention, dengan melihat peran mediasi kepuasan pelanggan dan moderasi persepsi kualitas. Penelitian ini dilakukan pada mahasiswa di beberapa perguruan tinggi yang menggunakan aplikasi bisnis online, dengan jumlah responden sebanyak 250 orang. Data penelitian dikumpulkan secara online, dan responden diminta untuk mengisi kuesioner yang disebarkan melalui Google Forms. Hasil penelitian ini menunjukkan bahwa pengalaman layanan berpengaruh terhadap kepuasan pelanggan dan niat beli ulang. Temuan penelitian ini juga menunjukkan bahwa kepuasan pelanggan memediasi hubungan antara pengalaman layanan dan niat membeli kembali. Akhirnya, penelitian ini melihat peran moderasi persepsi kualitas, dan menemukan bahwa kualitas yang dirasakan dapat memoderasi hubungan antara pengalaman layanan dan kepuasan pelanggan, hubungan antara kepuasan pelanggan dan niat membeli kembali, dan hubungan tidak langsung dari pengalaman layanan pada niat pembelian kembali melalui kepuasan pelanggan. 
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发文量
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审稿时长
20 weeks
期刊最新文献
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