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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 NumberLocationAvailable
12710PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Indonesia.,
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
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