Pengaruh kepuasan dan kepercayaan terhadap loyalitas member Reload ByHP

Utami, Paramitha (2022) Pengaruh kepuasan dan kepercayaan terhadap loyalitas member Reload ByHP. Masters thesis, Universitas Pelita Harapan.

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Abstract

This study aims to examine the relationship between satisfaction and trust in theloyalty of Reload Byhp members. Respondents in this research were all Reload Byhp members who were registered until December 2021 with a total of 260 members. Respondent data was collected by distributing questionnaires that had been prepared on the Google form via the Whatsapp messaging application. The collected questionnaire data was then processed using the Partial Least Square Structural Equation Model (PLS SEM) approach with the SmartPLS 3.0 program. The results of this study indicate that all hypotheses are accepted. These results show that the services provided by Reload Byhp have an impact on member satisfaction and trust. Even though they are satisfied, Reload Byhp cannot be happybut is required to continue to innovate for services and programs to maintain the satisfaction of members who use Reload Byhp services. / Penelitian ini bertujuan untuk menguji hubungan antara kepuasan dan kepercayaan terhadap loyalitas para member Reload Byhp. Responden dalam penelitan ini adalah seluruh para member Reload Byhp yang terdaftar hingga Desember 2021 sebanyak 260 member. Data responden dikumpulkan dengan menyebarkan kuesioner yang sudah disusun pada google form melalui aplikasi pesan Whatsapp. Data kuesioner yang berhasil dikumpulkan kemudian diolah dengan pendekatan Partial Least Square Structural Equation Model (PLS SEM) dengan program SmartPLS 3.0. Hasil dari penelitian ini menunjukkan bahwa seluruh hipotesa diterima. Hasil ini menunjukkan layanan yang diberikan oleh Reload Byhp berdampak terhadap kepuasan dan kepercayaan para member. Meskipun telah puas, Reload Byhp tidak dapat berpuas hati namun dituntut untuk terus berinovasi untuk layanan dan program sehingga dapat menjaga kepuasan para member yang menggunakan layanan Reload Byhp.

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