PENGARUH CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION PADA BISNIS PERCETAKAN YANG DIMEDIASI OLEH CUSTOMER ENGAGEMENT (Studi Kasus Pada CV. MASISOL JAYA LESTARI)

Lestari, Tira Widi Budi (2026) PENGARUH CUSTOMER EXPERIENCE TERHADAP REPURCHASE INTENTION PADA BISNIS PERCETAKAN YANG DIMEDIASI OLEH CUSTOMER ENGAGEMENT (Studi Kasus Pada CV. MASISOL JAYA LESTARI). Skripsi thesis, Universitas BPD.

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Abstract

This study aims to examine the effect of customer experience on repurchase intention, with customer engagement as a mediating variable among customers of CV. MASISOL JAYA LESTARI. This research employs a quantitative approach using online questionnaires distributed via Google Form. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS). The results indicate that customer experience has a positive and significant effect on both customer engagement and repurchase intention, and that customer engagement mediates the relationship between customer experience and repurchase intention. These findings suggest that positive customer experiences can enhance customer engagement, which in turn influences repurchase intention. This study is expected to contribute to the development of effective marketing and engagement strategies in the digital printing SME sector, particularly for CV. MASISOL JAYA LESTARI.

Item Type:	Thesis (Skripsi)
Additional Information:	Penelitian ini bertujuan untuk menguji pengaruh customer experience terhadap repurchase intention dengan customer engagement sebagai variabel mediasi pada pelanggan CV. MASISOL JAYA LESTARI. Penelitian ini menggunakan pendekatan kuantitatif dengan penyebaran kuesioner online melalui Google Form. Data dianalisis menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS). Hasil penelitian menunjukkan bahwa customer experience berpengaruh positif dan signifikan terhadap customer engagement dan repurchase intention, serta customer engagement terbukti memediasi hubungan antara customer experience dan repurchase intention. Temuan ini menunjukkan bahwa pengalaman pelanggan yang positif dapat meningkatkan keterlibatan pelanggan dan berdampak pada niat pembelian ulang. Penelitian ini diharapkan memberikan kontribusi bagi pengembangan strategi pemasaran dan engagement yang efektif pada bisnis percetakan digital printing UMKM, khususnya CV. MASISOL JAYA LESTARI.
Uncontrolled Keywords:	Customer Experience, Repurchase Intention, Customer Engagement
Subjects:	H Social Sciences > HF Commerce H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S1
Date Deposited:	19 Mar 2026 01:19
Last Modified:	19 Mar 2026 01:19
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/3124

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