Authors :
Karsono, Dipa Mulia
Volume/Issue :
Volume 5 - 2020, Issue 5 - May
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/3bZtoj6
Abstract :
This study aims to analyze the effect of
service quality, customer relationship management, and
customer experience on repurchase intention through
customer satisfaction on toll road users in the CawangTomang-Pluit toll road city. The results of the study
using primary data in the form of questionnaires to 120
toll road users with the Structural Equation Modeling
(SEM) analysis method. The results show that
Repurchase intention will increase by increasing
customer satisfaction, especially variable service
quality, customer relationship management, and
customer experience along the Cawang-Tomang-Pluit
Jakarta toll road.
Keywords :
Service Quality, Customer Relationship Management, Customer Experience, Repurchase Intention, Customer Satisfaction, Toll Road
This study aims to analyze the effect of
service quality, customer relationship management, and
customer experience on repurchase intention through
customer satisfaction on toll road users in the CawangTomang-Pluit toll road city. The results of the study
using primary data in the form of questionnaires to 120
toll road users with the Structural Equation Modeling
(SEM) analysis method. The results show that
Repurchase intention will increase by increasing
customer satisfaction, especially variable service
quality, customer relationship management, and
customer experience along the Cawang-Tomang-Pluit
Jakarta toll road.
Keywords :
Service Quality, Customer Relationship Management, Customer Experience, Repurchase Intention, Customer Satisfaction, Toll Road
