Pengaruh Customer Experience dan E-service Quality pada Online re-purchase Intention melalui Customer Satisfaction
DOI:
https://doi.org/10.38035/jafm.v5i3.694Keywords:
Customer Experience, E-service Quality, Customer Satisfaction, Online Repurchase IntentionAbstract
Penelitian ini bertujuan untuk melihat pengaruh customer experience dan e-service quality yang dimediasi terhadap online repurchase intention pada pelanggan netflix di Kota Padang. Populasinya adalah seluruh pelanggan netflix yang ada di Kota Padang. Kriteria sampel adalah responden yang berlangganan netflix dalam 3 bulan terakhir dan berdomisili di Kota Padang. Jumlah sampel dalam penelitian adalah 185 responden dengan metode purposive sampling. Penelitian diolah dengan bantuan software PLS 3.0 dan didapatkan hasil customer experience berpengaruh terhadap customer satisfaction, e-service quality berpengaruh terhadap customer satisfaction, customer satisfaction berpengaruh terhadap online repurchase intention, customer experience berpengaruh terhadap online repurchase intention, e-service quality berpengaruh terhadap online repurchase intention, customer satisfaction berpengaruh terhadap customer experience dan online repurchase intention, dan customer satisfaction berpengaruh terhadap e-service quality dan online repurchase intention.
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