Fitriani, Fitriani (2021) Peran Mediasi Kepuasan Pelanggan Secara Keseluruhan pada Hubungan antara Frekuensi Penggunaan dan Kualitas yang Dirasakan dengan Niat Membeli Kembali. Sebuah Studi Kasus di Gramedia. Master Thesis thesis, Universitas Multimedia Nusantara.
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Abstract
People nowadays are looking for a more convenient way of shopping. They are intended to have less effort in their buying process. The pandemic of COVID-19 is driving this escalation. The reluctance to make contact with another person is getting worse, making the practicality of the buying process even more indispensable. The Indonesian government regulation (PSBB) to stop the spreading of the Coronavirus also made the business operation is not running well, including many retailers that are opened their stores in the shopping malls. Therefore, many retailers experienced a decreasing number of visitors who are shopping in their stores. The purpose of this research is to analyze whether the usage of a self-checkout kiosk called “Gramedia Pay&Go” will increase customer repurchase intention using overall customer satisfaction as the mediating variable. The primary data of 118 respondents who used Gramedia Pay&Go features in Gramedia Lippo Puri had been conducted by online questionnaires. All collected data has been analysed using the SEM method and SMARTPLS application. The data result showed that the perceived quality of self-checkout has a positive influence on overall customer satisfaction which then give a positive impact on customer repurchase intention. Meanwhile, the usage frequency of Gramedia Pay&Go had no positive impact on repurchase intention. This paper will also provide a descriptive analysis of the gender, age, education, and occupations of Gramedia Pay & Go users.
| Item Type: | Thesis (Master Thesis) |
|---|---|
| Keywords: | SST, Self-Check-out, TAM, customer satisfaction, SEM. |
| Subjects: | 000 Computer Science, Information and General Works > 020 Library and Information Sciences > 021 Library relationships (with archives, information centers, etc.) 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 |
| Divisions: | Faculty of Business > Master of Technology Management |
| SWORD Depositor: | Administrator UMN Library |
| Depositing User: | Administrator UMN Library |
| Date Deposited: | 22 Oct 2021 08:06 |
| Last Modified: | 12 Apr 2023 04:59 |
| URI: | https://kc.umn.ac.id/id/eprint/18326 |
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