Kualitas Layanan dan Nilai yang Dipersepsikan terhadap Niat Pembelian Pengguna Jasa MRT dengan Kepuasan Pelanggan Sebagai Mediasi
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Abstract
Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services. To understand this phenomenon, this study aims to investigate the effect of service quality on purchase intention with perceived value and customer satisfaction as mediated variable in Jakarta Mass Rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the 200 passengers at various MRT stations, where from 200 questionnaires obtained 151 respondents who fulfill the criteria. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data and test the hypotheses. The results of this study indicate that service quality can positively influense customer satisfaction, service quality can positively influence customers purchase intention, , perceived value positively influence customer satisfaction, perceived value can’t positively influence purchase intention, customer satisfaction can positively influence purchase intention, customer satisfaction can’t mediated positively the relationship between service quality and purchase intention, and Customer satisfaction can’t mediated positively the relationship between perceived value and purchase intention.
Keberhasilan pemasar jasa transportasi umum bergantung kepada bagaimana mereka memuaskan pelanggan dengan memberikan nilai melalui kualitas layanan untuk mencapai niat pembelian pelanggan. Untuk memahami fenomena ini, penelitian ini bertujuan untuk menyelidiki pengaruh kualitas pelayanan terhadap niat pembelian dengan variabel mediasi nilai yang dipersepsikan dan kepuasan pelanggan dalam sistem Mass Rapid Transit Jakarta. Teknik convenience sampling digunakan pada penelitian untuk mengumpulkan data dengan mendistribusikan kuesioner kepada 200 penumpang di berbagai stasiun MRT, di mana dari 200 kuesioner diperoleh 151 responden yang memenuhi kriteria. Metode partial least square dari pemodelan persamaan structural digunakan untuk menganalisis data yang dikumpulkan dan menguji hipotesis. Hasil penelitian ini menunjukkan bahwa kualitas layanan dapat mempengaruhi kepuasan pelanggan secara positif, kualitas layanan dapat mempengaruhi niat pembelian secara positif, kualitas layanan dapat mempengaruhi nilai yang dipersepsikan secara positif, nilai yang dipersepsikan dapat mempengaruhi kepuasan pelanggan secara positif, nilai yang dipersepsikan tidak dapat mempengaruhi niat pembelian secara positif, kepuasan pelanggan dapat mempengaruhi niat pembelian secara positif, kepuasan pelanggan tidak dapat memediasi hubungan antara kualitas layanan dan niat pembelian, serta nilai yang dipersepsikan dapat memediasi hubungan antara kualitas layanan dan kepuasan pelanggan.
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