Pengaruh inovasi, after sales service, dan customer relationship management terhadap repurchase intention melalui corporate brand image sebagai variable mediasi (studi kasus pada PT Prisma Harapan, Jakarta)

Purwanti, Anastasia Ika (2024) Pengaruh inovasi, after sales service, dan customer relationship management terhadap repurchase intention melalui corporate brand image sebagai variable mediasi (studi kasus pada PT Prisma Harapan, Jakarta). Masters thesis, Universitas Pelita Harapan.

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Abstract

Industri periklanan mempunyai peran penting dalam perkembangan suatu perusahaan, karena melalui periklanan, sebuah perusahaan dapat menyampaikan pesannya kepada konsumen secara langsung maupun tidak langsung. Salah satu industri periklanan yang ada adalah industri media luar ruang terutama media luar ruang digital. Penelitian ini bertujuan untuk menguji penelitian terdahulu yaitu pengaruh inovasi, after sales service, dan customer relationship management terhadap repurchase intention melalui corporate brand image sebagai variabel mediasi. Penelitian ini menggunakan PT Prisma Harapan sebagai obyek penelitian, yang merupakan salah satu perusahaan periklanan yang banyak mempunyai media luar ruang digital sebagai fokus penelitian. Responden penelitian ini diperoleh menggunakan purposive sampling dengan kriteria sampel pada penelitian ini adalah perusahaan yang minimal pernah melakukan kerja sama dengan PT Prisma Harapan dalam jangka waktu 2 tahun terakhir. Responden yang dikumpulkan dalam penelitian ini adalah sebanyak 55 responden. Data yang terkumpul dianalisis dengan menggunakan metode Structural Equation Model (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa inovasi tidak secara langsung mempengaruhi repurchase intention, melainkan harus melalui corporate brand image sebagai variabel mediasi. After sales service, curtomer relationship management memiliki pengaruh positif terhadap repurchase intention dan pengaruh ini menjadi lebih kuat saat dimediasi oleh corporate brand image. / Advertising industry plays an important role in the development of a company, because through advertising, a company can deliver its message to consumers directly or indirectly. The study aims to test previous research on the influence of innovation, after sales service, and customer relationship management on repurchase intention through corporate brand image as a mediated variable. This research uses PT Prisma Harapan which is one of the advertising companies that many have media outside the digital space as the focus of research. The respondents of this study were obtained using purposive sampling with the sample criteria in this study being companies that had at least collaborated with PT Prisma Harapan in the last 2 years. The respondents collected in this study were 55 respondents. The collected data were analysed using the Partial Least Square (PLS)-based Structural Equation Model (SEM) method. The results of the study showed that innovation does not directly affect repurchase intention, but must go through corporate brand image as a mediating variable. However, after sales service, customer relationship management has a positive influence on repurchase intention and this influence becomes stronger when mediated by corporate brand image.
Item Type: Thesis (Masters)
Creators:
Creators
NIM
Email
ORCID
Purwanti, Anastasia Ika
NIM01619220133
01619220133@student.uph.edu
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Pasaribu, Lamhot Henri
NIDN0411026901
lamhot.pasaribu@lecturer.uph.edu
Uncontrolled Keywords: inovasi ; after sales service ; curtomer relationship management ; corporate brand image ; repurchase intention
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Anastasia Ika Purwanti
Date Deposited: 20 Jul 2024 05:19
Last Modified: 20 Jul 2024 05:19
URI: http://repository.uph.edu/id/eprint/64188

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