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Naili Farida
Departement of Business Administration, Universitas Diponegoro, Jl. Prof Sudarto, SH, Tembalang, Semarang, Indonesia 50275
Economics, Econometrics & Finance

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Pengaruh Customer Value dan Customer Experience terhadap Minat Pembelian Ulang Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Jemaah PT. Penata Rihlah Jakarta) Wahyu Dian Safrina; Naili Farida; Ngatno Ngatno
Jurnal Ilmu Administrasi Bisnis Vol 12, No 1 (2023)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2023.37217

Abstract

Religious tourism, especially the Umrah pilgrimage, is currently very popular with the public, this is evidenced by the increasing demand for the Umrah pilgrimage in recent years. The high demand for Umrah causes fierce competition. To maintain the company and win the competition, companies must make consumer statisfaction a top priority so that companies can compete with other companies, and provide statisfaction to their consumers. This study aims to determine the effect between customer value and customer experience through customer satisfaction on PT. Pastor Rihlah. This research is included in Explanatory Research, and uses non-probability sampling and purposive sampling as sampling techniques. The sample used is 100 pilgrims who have traveled for Umrah through the Pena Tour. This research uses validity test, reliability test, correlation coefficient, coefficient of determination, t test, and path analysis with SPSS 21 application tools. The results of the research show that there is a positive and significant influence of each variable, namely customer value and customer experience on interest. repeat purchase and customer satisfaction. The results of the research test show that there is a positive and significant influence on each relationship between variables. The path analysis test results also show that customer satisfaction acts as a partial mediating variable, namely customer value and customer experience indirectly have a positive and significant influence on repurchase intention through customer satisfaction.Wisata religi terutama ibadah umrah saat ini sangat digemari oleh masyarakat, hal ini dibuktikan dengan meningkatnya permintaan ibadah umrah dalam beberapa tahun terakhir. Tingginya permintaan umrah menyebabkan persaingan ketat. Untuk mempertahankan perusahaan dan memenangkan persaingan, perusahaan harus menjadikan kepuasan pelanggan sebagai prioritas utama agar perusahaan dapat bersaing dengan perusahaan lainnya, dan memberikan kepuasan kepada pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh antara customer value dan customer experience melalui kepuasan pelanggan terhadap minat pembelian ulang PT. Penata Rihlah. Penelitian ini termasuk kedalam Penelitian Eksplanatori, dan menggunakan non-probability sampling serta purposive sampling sebagai teknik pengambilan sampel. Sampel yang digunakan ialah 100 jemaah yang sudah pernah melakukan perjalanan ibadah umrah melalui Pena Tour. Penelitian ini menggunakan uji validitas, uji reliabilitas, koefisien korelasi, koefisien determinasi, uji t, dan analisis jalur dengan alat bantu aplikasi SPSS 21. Hasil penelitian menunjukkan adanya pengaruh positif dan signifikan dari masing-masing variabel, yaitu customer value dan customer experience terhadap minat pembelian ulang serta kepuasan pelanggan. Hasil uji penelitian menghasilkan bahwa terdapat pengaruh positif dan signifikan pada setiap hubungan antar variabel. Hasil uji analisis jalur juga menunjukkan bahwa kepuasan pelanggan berperan sebagai variabel mediasi parsial, yaitu customer value dan customer experience secara tidak langsung memiliki pengaruh positif dan signifikan terhadap minat pembelian ulang melalui kepuasan pelanggan.
PENGARUH eWOM (ELECTRONIC WORD OF MOUTH) DAN KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING (STUDI PADA KONSUMEN SHOPEE KOTA SEMARANG) Anastassya Rizkyta; Widayanto Widayanto; Naili Farida
Jurnal Ilmu Administrasi Bisnis Vol 13, No 1 (2024)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jiab.2024.40043

Abstract

Shopee is one of the online buying and selling sites that has made changes to be able to attract more customers to make transactions through the site. This study aims to determine the effect of electronic word of mouth and service quality on customer loyalty through Shopee customer satisfaction in Semarang City who have made transactions using the Shopee application. This type of research uses Explanatory research with a sample size of 100 respondents who are consumers of the shopee application. The sampling technique used Non Probability Sampling with purposive sampling method. This study uses Structural Equation Model data analysis techniques based on Partial Least Square (SEM PLS), which are estimated with the SmartPLS 4.0 for mac program. The results of data processing analysis with SmartPLS explain that electronic word of mouth, service quality and consumer loyalty have a positive and significant direct effect on satisfaction. Electronic word of mouth and consumer loyalty also have a positive and significant indirect effect on service quality, where together satisfaction has the greatest influence. The satisfaction variable in this study acts as a partial mediator. Recommendations are suggested for Shopee to first manage service quality, especially through the services provided to consumers. Keywords : Consumer Loyalty; Electronic Word of Mouth; Satisfaction;  Service QualityShopee merupakan salah satu situs wadah jual beli melalui online yang telah melakukan perubahan untuk dapat menarik minat pelanggan agar lebih banyak yang melakukan transaksi melalui situs tersebut. Penelitian ini bertujuan untuk mengetahui pengaruh electronic word of mouth dan kualitas pelayanan terhadap loyalitas konsumen melalui kepuasan konsumen Shopee di Kota Semarang yang pernah melakukan transaksi menggunakan aplikasi Shopee. Tipe penelitian ini menggunakan Explanatory research dengan jumlah sampel sebanyak 100 responden yang merupakan konsumen aplikasi shopee. Teknik pengambilan sampel menggunakan Non Probability Sampling dengan metode purposive sampling. Penelitian ini menggunakan teknik analisis data Structural Equation Model berdasarkan Partial Least Square (SEM PLS), yang diestimasi dengan program SmartPLS 4.0 for mac. Hasil analisis olah data dengan SmartPLS menjelaskan bahwa electronic word of mouth, kualitas pelayanan dan loyalitas konsumen memiliki pengaruh langsung positif dan signifikan terhadap kepuasan. Electronic word of mouth dan loyalitas konsumen juga berpengaruh positif dan signifikan secara tidak langsung terhadap kualitas pelayanan, dimana ketika bersama-sama kepuasan memiliki pengaruh paling besar. Variabel kepuasan dalam penelitian ini berperan sebagai pemediasi parsial. Rekomendasi yang disarankan untuk pihak Shopee terlebih dahulu mengelola kualitas pelayanan terutama melalui pelayanan yang diberikan kepada konsumen. Shopee is one of the online buying and selling sites that has made changes to be able to attract more customers to make transactions through the site. This study aims to determine the effect of electronic word of mouth and service quality on customer loyalty through Shopee customer satisfaction in Semarang City who have made transactions using the Shopee application. This type of research uses Explanatory research with a sample size of 100 respondents who are consumers of the shopee application. The sampling technique used Non Probability Sampling with purposive sampling method. This study uses Structural Equation Model data analysis techniques based on Partial Least Square (SEM PLS), which are estimated with the SmartPLS 4.0 for mac program. The results of data processing analysis with SmartPLS explain that electronic word of mouth, service quality and consumer loyalty have a positive and significant direct effect on satisfaction. Electronic word of mouth and consumer loyalty also have a positive and significant indirect effect on service quality, where together satisfaction has the greatest influence. The satisfaction variable in this study acts as a partial mediator. Recommendations are suggested for Shopee to first manage service quality, especially through the services provided to consumers. Keywords : Consumer Loyalty; Electronic Word of Mouth; Satisfaction;  Service Quality
Co-Authors Anastassya Rizkyta Ngatno Ngatno Wahyu Dian Safrina Widayanto Widayanto