Pengaruh kombinasi dari product returns experience dan switching costs pada re-purchase intent pelanggan b2b pt.xyz

Huliselan, Sheilagh Megan (2019) Pengaruh kombinasi dari product returns experience dan switching costs pada re-purchase intent pelanggan b2b pt.xyz. Masters thesis, Universitas Pelita Harapan.

	Text (Title) title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Abstract) abstract.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (257kB)
	Text (ToC) toc.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (460kB)
	Text (Chapter 1) chapter 1.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (372kB)
	Text (Chapter 2) chapter 2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (387kB)
	Text (Chapter 3) chapter 3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (457kB)
	Text (Chapter 4) chapter 4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (505kB)
	Text (Chapter 5) chapter 5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (339kB)
Preview	Text (Bibliography) bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (352kB) | Preview
	Text (Appendices) appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (666kB)

Abstract

The purpose of this study was to investigate the positive effect of B2B customer repurchase intent and its relationship with switching costs and product returns. This study also investigated the moderating effect of customer value and customer satisfaction. This study used convenience sampling. The data for this study gained from 230 companies and processed with PLS-SEM by SmartPLS. The results of this study found that switching costs has direct and positive effect on re-purchase intent. Customer value has no moderating effect between switching costs and repurchase intent. However, customer value has moderating effect called crossover interaction between product returns and re-purchase intent, which means when customer value is high, the effect of product returns on re-purchase intent is weakened. This is because there is no direct and positive effect that is found of product returns on re-purchase intent. This study also found that customer satisfaction has no moderating effect on switching costs and re-purchase intent relationship and also between product returns and re-purchase intent. / Penelitian ini betujuan untuk menguji pengaruh positif variabel re-purchase intent pelanggan B2B PT. XYZ, dan hubungannya dengan variabel switching costs dan product returns. Penelitian ini juga menguji pengaruh moderasi dari customer value dan customer satisfaction terhadap re-purchase intent. Teknik pengambilan sampel pada penelitian ini ialah convenience sampling. Responden pada penelitian ini berjumlah 230 perusahaan. Analisis data dilakukan menggunakan PLS-SEM dengan aplikasi SmartPLS. Hasil penelitian mengungkapkan bahwa variabel switching costs berpengaruh langsung dan positif terhadap re-purchase intent. Customer value ditemukan tidak memoderasi hubungan antara switching costs dan re-purchase intent. Customer value memoderasi hubungan antara variabel product returns dan re-purchase intent, akan tetapi hubungan ini crossover interaction, yakni saat customer value tinggi, maka pengaruh product returns terhadap repurchase intent melemah. Hal ini dikarenakan pengaruh langsung dan positif dari variabel product returns terhadap re-purchase intent tidak ditemukan/tidak signifikan. Variabel customer satisfaction ditemukan tidak memoderasi baik hubungan antara switching costs dan re-purchase intent maupun antara product returns dan re-purchase intent.

Actions (login required)

View Item