PENGARUH MOBILE APP SERVICE QUALITY TERHADAP MOBILE APP LOYALTY : PERAN MEDIASI MOBILE APP SATISFACTION PADA PELANGGAN APLIKASI VIDEO ON DEMAND DI INDONESIA

    Lulu Fitriani, - and Lili Adi Wibowo, - and Puspo Dewi Dirgantari, - (2025) PENGARUH MOBILE APP SERVICE QUALITY TERHADAP MOBILE APP LOYALTY : PERAN MEDIASI MOBILE APP SATISFACTION PADA PELANGGAN APLIKASI VIDEO ON DEMAND DI INDONESIA. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini bertujuan untuk memperoleh gambaran dan pengaruh mobile app service quality terhadap mobile app loyalty dengan peran mediasi mobile app satisfaction pada pelanggan aplikasi video on demand di Indonesia. Jenis penelitian yang digunakan adalah deskriptif dan verifikatif. Dengan pendekatan kuantitatif, populasi dalam penelitian ini berjumlah 12.150.000 dengan sampel berjumlah 349 responden yang merupakan pelanggan aplikasi video on demand di Indonesia dengan menggunakan teknik simple random sampling. Data diolah secara statistik dengan metode Structural Equation Modeling (SEM) dengan menggunakan program AMOS for windows. Hasil penelitian ini menemukan bahwa gambaran mobile app service quality, mobile app satisfaction, dan mobile app loyalty berada pada kategori sedang. Mobile app service quality memiliki pengaruh positif dan signifikan terhadap mobile app loyalty melalui mobile app satisfaction. Temuan ini menunjukkan bahwa pengaruh tidak langsung mobile app service quality memperoleh besaran pengaruh yang lebih rendah terhadap mobile app loyalty dibandingkan pengaruh langsung. Berdasarkan hasil penelitian, peneliti merekomendasikan agar aplikasi video on demand mempertahankan dan meningkatkan performa layanan mobile app service quality agar dapat meningkatkan jumlah pelanggan yang bertahan menggunakan aplikasi video on demand. This research aims to obtain an overview and influence of mobile app service quality on mobile app loyalty with the mediating role of mobile app satisfaction on video on demand app customers in Indonesia. The type of research used is descriptive and verification. With a quantitative approach, the population in this study amounted to 12,150,000 with a sample of 349 respondents who are video on demand app customers in Indonesia using a simple random sampling technique. Data were processed statistically with the Structural Equation Modeling (SEM) method using the AMOS program for windows. The results of this study found that the description of mobile app service quality, mobile app satisfaction, and mobile app loyalty are in the moderate category. Mobile app service quality has a positive and significant influence on mobile app loyalty through mobile app satisfaction. This finding indicates that the indirect influence of mobile app service quality has a lower magnitude of influence on mobile app loyalty than the direct influence. Based on the results of the study, researchers recommend that video on demand apps maintain and improve the performance of mobile app service quality in order to increase the number of customers who remain using video on demand apps.

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    Official URL: http://repository.upi.edu
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?hl=en&user=4SdkQsYAAAAJ SINTA ID : 5984836 SINTA ID : 5980376
    Uncontrolled Keywords: Mobile app service quality, mobile app satisfaction, mobile app loyalty.
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    L Education > L Education (General)
    Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Bisnis
    Depositing User: Lulu Fitriani
    Date Deposited: 07 Oct 2025 03:53
    Last Modified: 07 Oct 2025 03:53
    URI: http://repository.upi.edu/id/eprint/142026

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