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Pengaruh Service Quality Terhadap Customer Satisfaction dan Repurchase Intention Layanan Premium pada Aplikasi Streaming Musik Spotify di Indonesia
Music streaming applications experienced a significant increase in subscriber numbers in Q1 and Q2 of 2020. Application developers should strive to keep them using the app. This study examines how the effect of premium service quality on customer satisfaction and repurchase intention or re-subscription. The research was conducted by collecting data using a purposive sampling method with a total of 300 Spotify Premium users as respondents and then analyzed using Partial Least Square - Structural Equation Modeling (PLS-SEM). The results showed that service quality had a direct effect on customer satisfaction. However, from the four dimensions of service quality, only assurance has a direct effect on repurchase intention. The results also show that customer satisfaction mediates the relationship between service quality and repurchase intention.Ada Tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 12710 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Indonesia 2021 |
|---|---|
| Edisi | - |
| Subjek | Service quality Repurchase intention Satisfaction Music as a Service |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xvi, 119 p. ; diagr. ; 30 cm |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |