Revischa Septiani, - and Ayu Krishna Yuliawati, - and Asep Miftahuddin, - (2025) PENGARUH CUSTOMER EXPERIENCE PADA PENGGUNA APLIKASI ACCESS BY KAI TERHADAP REPURCHASE INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh Customer Experience dan Customer Satisfaction terhadap Repurchase Intention pada pengguna aplikasi Access by KAI. Metode penelitian yang digunakan adalah kuantitatif dengan pendekatan deskriptif dan kausalitas. Teknik pengambilan sampel menggunakan purposive sampling dengan jumlah responden sebanyak 400 pengguna aplikasi Access by KAI yang berusia minimal 18 tahun dan telah memiliki pengalaman membeli tiket kereta api melalui aplikasi tersebut. Analisis data dilakukan menggunakan Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan bantuan perangkat lunak SmartPLS. Hasil penelitian menunjukkan bahwa variabel Customer Experience memperoleh skor 84,35% yang termasuk kategori sangat baik, dengan dimensi emosi dan kepuasan menjadi yang tertinggi. Variabel Customer Satisfaction memperoleh skor 83,92% dalam kategori sangat baik, dengan dimensi perceived performance sebagai yang tertinggi. Sementara itu, variabel Repurchase Intention memperoleh skor 84,80% dalam kategori sangat baik, dengan dimensi transactional interest sebagai yang tertinggi. Hasil pengujian hipotesis menunjukkan bahwa Customer Experience berpengaruh positif dan signifikan terhadap Repurchase Intention, serta Customer Satisfaction berpengaruh positif dan signifikan terhadap Repurchase Intention. Temuan ini mengindikasikan bahwa pengalaman positif dan kepuasan yang tinggi berperan penting dalam meningkatkan loyalitas pengguna aplikasi Access by KAI melalui niat pembelian ulang. This study aims to analyze the influence of Customer Experience and Customer Satisfaction on Repurchase Intention among users of the Access by KAI application. The research method employed is quantitative with a descriptive and causal approach. The sampling technique used was purposive sampling, involving 400 respondents who are Access by KAI users aged at least 18 years and have prior experience purchasing train tickets through the application. Data analysis was carried out using Structural Equation Modeling-Partial Least Square (SEM-PLS) with the assistance of SmartPLS 3.2.9 software.The findings indicate that the Customer Experience variable achieved a score of 84.35 percent categorized as very good, with the highest dimension being emotions and satisfaction. The Customer Satisfaction variable obtained a score of 83.92 percent in the very good category, with perceived performance as the highest dimension. Meanwhile, the Repurchase Intention variable achieved a score of 84.80 percent in the very good category, with transactional interest as the highest dimension. Hypothesis testing results reveal that Customer Experience has a positive and significant effect on Repurchase Intention, and Customer Satisfaction has a positive and significant effect on Repurchase Intention. These findings suggest that positive experiences and high satisfaction play an essential role in strengthening user loyalty to the Access by KAI application through repurchase intention.
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| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?view_op=new_profile&hl=en ID SINTA Dosen Pembimbing: Ayu Krishna Yuliawati: 5977407 Asep Miftahuddin: 6750370 |
| Uncontrolled Keywords: | Pengalaman Pelanggan, Kepuasan Pelanggan, Niat untuk membeli kembali, Access by KAI, SEM-PLS Customer Experience, Customer Satisfaction, Repurchase Intention, Access by KAI, SEM-PLS |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce T Technology > T Technology (General) |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan) |
| Depositing User: | Revischa Septiani |
| Date Deposited: | 18 Nov 2025 07:50 |
| Last Modified: | 18 Nov 2025 07:50 |
| URI: | http://repository.upi.edu/id/eprint/145253 |
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