PENGARUH ONLINE INNOVATION TERHADAP REPURCHASE INTENTION PRODUK ASURANSI UMUM: PERAN MEDIASI DARI CUSTOMER EXPERIENCE DAN SATISFACTION

Emil, Arifin (2025) PENGARUH ONLINE INNOVATION TERHADAP REPURCHASE INTENTION PRODUK ASURANSI UMUM: PERAN MEDIASI DARI CUSTOMER EXPERIENCE DAN SATISFACTION. Thesis thesis, STIE Bank BPD Jateng.

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Abstract

ABSTRACT The purpose of this study is to determine the effect of online innovation on repurchase intention, customer experience and customer satisfaction of PT. Asuransi Bangun Askrida, Jakarta Branch. To determine the effect of customer experience on customer satisfaction of PT. Asuransi Bangun Askrida, Jakarta Branch. To determine the effect of customer experience and customer satisfaction on repurchase intention of PT. Asuransi Bangun Askrida, Jakarta Branch. To determine whether customer satisfaction and customer experience are able to mediate the effect of Online Innovation on repurchase intention of PT. Asuransi Bangun Askrida, Jakarta Branch. The population used in this study were users of the general insurance application of PT. Asuransi Bangun Askrida, Jakarta Branch, where the number was 3,307 customers. The sampling technique used the accidental sampling technique, namely random sampling where all members of the population have the same opportunity to be sampled. The determination of the number of samples in this study was calculated using the Slovin formula obtained 97 respondents. Data analysis used partial regression analysis (Partial Keast Square/PLS). Based on the results of the study, it can be concluded that Online Innovation has a positive and significant effect on Repurchase Intentions. Online Innovation has a positive and significant effect on Customer Experience. Online Innovation has a positive and significant effect on Customer Satisfaction. Customer Experience has a positive and significant effect on Customer Satisfaction. Customer Experience has a positive and significant effect on Repurchase Intentions. Customer Satisfaction has a positive and significant effect on Repurchase Intentions. Customer Experience mediates the effect of Online Innovation on Repurchase Intentions. Customer Satisfaction mediates the effect of Online Innovation on Repurchase Intentions . Keywords: Online Innovation, Customer Experience, Customer Satisfaction and Repurchase Intentions

Item Type: Thesis (Thesis)
Additional Information: ABSTRAK Tujuan penelitian untuk Mengetahui pengaruh online innovation terhadap repurchase intention, customer experience dan customer satisfaction PT. Asuransi Bangun Askrida Cabang Jakarta. Mengetahui pengaruh customer experience terhadap customer satisfaction PT. Asuransi Bangun Askrida Cabang Jakarta. Mengetahui pengaruh customer experience dan customer satisfaction terhadap repurchase intention PT. Asuransi Bangun Askrida Cabang Jakarta. Mengetahui apakah customer satisfaction dan customer experience mampu memediasi pengaruh Online Innovation terhadap repurchase intention PT. Asuransi Bangun Askrida Cabang Jakarta. Populasi yang digunakan oleh penelitian ini merupakan pengguna aplikasi asuransi umum PT. Asuransi Bangun Askrida Cabang Jakarta di mana jumlahnya 3.307 nasabah. Teknik pengambilan sampel menggunakan teknik accidental sampling yaitu pengambilan sampel secara acak di mana semua anggota populasi mendapatkan kesempatan yang sama untuk dijadikan sampel. Penentuan jumlah sampel dalam penelitian ini dihitung dengan menggunakan rumus Slovin diperoleh 97 responden. Analisis data menggunakan analisis regresi partial (Partial Keast Square/PLS). Berdasarkan hasil penelitian dapat disimpulkan Online Innovation berpengaruh positif dan signifikan terhadap Repurchase Intentions. Online Innovation berpengaruh positif dan signifikan terhadap Customer Experience. Online Innovation berpengaruh positif dan signifikan terhadap Customer Satisfaction. Customer Experience berpengaruh positif dan signifikan terhadap Customer Satisfaction. Customer Experience berpengaruh positif dan signifikan terhadap Repurchase Intentions. Customer Satisfaction berpengaruh positif dan signifikan terhadap Repurchase Intentions. Customer Experience memediasi pengaruh Online Innovation terhadap Repurchase Intentions. Customer Satisfaction memediasi pengaruh Online Innovation terhadap Repurchase Intentions . Kata kunci : Online Innovation, Customer Experience , Customer Satisfaction dan Repurchase Intentions
Uncontrolled Keywords: Online Innovation, Customer Experience, Customer Satisfaction and Repurchase Intentions
Subjects: H Social Sciences > HF Commerce
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S2
Date Deposited: 18 Sep 2025 03:09
Last Modified: 18 Sep 2025 03:09
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/2467

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