Confirmation, Service Quality, Dan Quality Of Personalization Untuk Memprediksi Kepuasan Pelanggan
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Abstract
The purpose of this study is to examine whether confirmation, service quality, and personalization quality can predict customer satisfaction. This study is classified as a descriptive research, whereas the data collection was done by using cross-sectional method. This study conducted non-probability sampling, in which convenience sampling method was used to collect data from a total sample of 150 respondents. Data analysis was conducted by using the Smart Partial Least Square (SPLS) software version 3.00. The results of this study indicate that confirmation, service quality, and personalization quality can predict customer satisfaction positively.
Tujuan penelitian ini adalah untuk menguji apakah confirmation, service quality, dan quality of personalization dapat memprediksi kepuasan pelanggan. Penelitian ini diklasifikasikan sebagai penelitian deskriptif, dimana pengumpulan data dilakukan dengan menggunakan metode cross-sectional. Penelitian ini menerapkan non-probability sampling dengan metode convenience sampling untuk mengumpulkan data dari 150 responden. Analisis data dilakukan dengan menggunakan perangkat lunak Smart Partial Least Square (SPLS) versi 3.00. Hasil penelitian ini menunjukkan bahwa confirmation, service quality, dan personalization quality dapat secara positif memprediksi kepuasan pelanggan.
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