客户体验、信任和客户满意度对 KAI 应用程序订票的再购买意愿的影响:对泗水古蚌站火车乘客的研究

Sheila Sabina Adelia Rizka, Siti Ning Farida
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引用次数: 0

摘要

本研究旨在分析和确定客户体验、信任度和客户满意度对在泗水古蚌站使用 KAI Access 应用程序的火车乘客的再购买意愿的影响。本研究采用的研究方法是联想定量法。 本研究使用的样本为 100 名受访者。本研究使用的抽样技术是目的性抽样,标准是泗水古蚌站的火车乘客至少年满 17 周岁,至少使用过一次或正在使用 Access by KAI 应用程序购买火车票。本研究的数据分析技术包括有效性检验、可靠性检验、经典假设检验、多元回归检验、决定系数检验以及使用 IBM SPSS Statistic 25 应用程序进行假设检验。研究结果表明,客户体验、信任度和客户满意度同时对再购买意愿产生了积极而显著的影响。客户体验变量对再购买意愿变量有部分正向显著影响,信任变量对再购买意愿有部分正向显著影响,客户满意度对通过 KAI 应用程序订购火车票的再购买意愿有部分正向显著影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Pengaruh Customer Experience, Trust, dan Customer Satisfaction Terhadap Repurchase Intention pada Pemesanan Tiket di Aplikasi Access by KAI: Studi pada Penumpang Kereta Api di Stasiun Gubeng Surabaya
The purpose of this research is to analyze and determine the effect of customer experience, trust, and customer satisfaction on repurchase intention on train passengers who use the Access by KAI application at Gubeng Station Surabaya. In the research method used, namely this quantitative method with an associative approach.  The sample used in this study amounted to 100 respondents. In this study, the sampling technique used was purposive sampling with the criteria that train passengers at Gubeng Station Surabaya, are at least 17 years old, and have used or are using the Access by KAI application in purchasing train tickets at least 1 transaction. The data analysis technique in this study uses validity test, reliability test, classical assumption test, multiple liner regression test, determination coefficient test and hypothesis testing using IBM SPSS Statistic 25 application. The results in this study show that simultaneously customer experience, trust and customer satisfaction have a positive and significant influence on repurchase intention. The customer experience variable partially has a positive and significant effect on the repurchase intention variable, the trust variable has a positive and significant effect partially on repurchase intention, and partially customer satisfaction has a positive and significant effect on the repurchase intention of ordering train tickets in the Access by KAI application.
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