Analisis Pengaruh Perceived Value, Perceived Service Quality, Satisfaction, Brand Image dan Brand Trust terhadap Repurchase Intention dan Recommend : Telaah pada SPBU BP

Mario Situmorang, Glen (2020) Analisis Pengaruh Perceived Value, Perceived Service Quality, Satisfaction, Brand Image dan Brand Trust terhadap Repurchase Intention dan Recommend : Telaah pada SPBU BP. Bachelor Thesis thesis, Universitas Multimedia Nusantara.

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Abstract

British Petroleum (BP) adalah perusahaan penyedia bahan bakar kendaraan yang berasal dari Inggris. BP melakukan ekpansi ke Indonesia bekerja sama dengan Aneka Kimia Raya (AKR). Namun, SPBU BP masih telihat sepi konsumen yang datang dikarenakan fasilitas yang disediakan kurang baik dan kualitas layanan kurang baik. Tujuan dilakukan penelitian ini adalah untuk mengetahui apakah Perceived Value, Perceived Service Quality, Satisfaction, Brand Image, dan Brand Trust memiliki pengaruh terhadap Repurchase Intention dan Recommend. Telaah dilakukan terhadap salah satu penyedia bahan bakar kendaraan yaitu BP. Penelitian ini menggunakan metode kuantitatif dengan menyebarkan kuesioner penelitian secara online kepada 153 responden yang telah menggunakan bahan bakar SPBU BP dan berumur minimal 17 tahun. Penelitian ini menggunakan metode Structural Equation Model (SEM). Jenis penelitian ini adalah conclusive research design dengan metode descriptive research. Hasil penelitian menunjukkan bahwa Perceived Service Quality mempengaruhi Satisfaction, Perceived Service Quality mempengaruhi Repurchase Intention, Satisfaction mempengaruhi Repurchase Intention, Satisfaction mempengaruhi Recommend, Perceived Service Quality mempengaruhi Perceived Value, Brand Image mempengaruhi Repurchase Intention, dan Brand Trust mempengaruhi Recommend. Namum, Perceived Value tidak mempengaruhi Satisfaction, Perceived Service Quality tidak mempengaruhi Recommend, Brand Image tidak mempengaruhi Recommend, dan Brand Trust tidak mempengaruhi Recommend. Peneliti memberikan saran BP bekerja sama dengan konten kreator untuk mempromosikan BP di setiap post di Instagram atau Youtube dengan jangka waktu yang disepakati.

Item Type:	Thesis (Bachelor Thesis)
Keywords:	Perceived Value, Perceived Service Quality, Satisfaction, Brand Image, Brand Trust, Repurchase Intention, dan Recommend
Subjects:	600 Technology (Applied Sciences) > 640 Home and Family Management > 640 Home and Family Management > 640.7 Purchasing Guides 600 Technology (Applied Sciences) > 650 Management and Public Relations > 658 General management (Risk Management, Profit and Loss, Logistics) > 658.4 Executive Management > 658.4013 Control and Quality Management 600 Technology (Applied Sciences) > 650 Management and Public Relations > 658 General management (Risk Management, Profit and Loss, Logistics) > 658.8 Mall, Shopping Center, E-Commerce > 658.87 Retail Channel > 658.872 Brand, Branding
Divisions:	Faculty of Business > Management
SWORD Depositor:	Administrator UMN Library
Depositing User:	Administrator UMN Library
Date Deposited:	05 Dec 2020 12:01
Last Modified:	27 Jun 2023 05:13
URI:	https://kc.umn.ac.id/id/eprint/13078

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