Analisis Pengaruh Surprising Consumption, Disconfirmation, Arousal, Positive Affect, Delight, Satisfaction Terhadap Intention

Christison, Christison (2010) Analisis Pengaruh Surprising Consumption, Disconfirmation, Arousal, Positive Affect, Delight, Satisfaction Terhadap Intention. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Global markets more competitive, airlines are required to satisfy customers by creating sites to facilitate customers in the purchase order to achieve a customer satisfaction and create excitement in the aviation site. Therefore, customer satisfaction and delight customers can create a positive intent to purchase the company. So the purpose of this study was to determine whether there is influence between arousal, positive affect and Surprising consumption of delight, and the Surprising consumption disconfirmation on arousal, positive affect and disconfirmation on satisfaction, disconfirmation on arousal and positive affect, satisfaction and delight last of the intention. Population in this study are the customers who use the site to buy flights in and find the desired information by the customer. The sampling method using a snowball sampling method is a technique of determining the sample initially small amounts, then the sample was forwarded to the other respondents, so the number of samples to be many. Data collection techniques used is a survey method with questionnaire distribution techniques. The results showed consumption affects Surprising delight; Surprising consumption affects arousal; disconfirmation did not affect the positive affect; disconfirmation did not affect satisfaction; disconfirmation did not affect arousal; positive affect influence satisfaction; positive affect influence delight; arousal affects positive affect; arousal did not affect delight; delight did not affect intention and satisfaction affects intention. Keywords: Surprising consumption, Disconfirmation, Arousal, Positive affect, Delight, Satisfaction, Intention

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