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UEU » Undergraduate Theses » Manajemen
Posted by [email protected] at 05/01/2021 10:37:37  •  315 Views


PENGARUH CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISAFACTION (STUDI KASUS PADA RESTORAN SOLARIA SUPERMALL KARAWACI, TANGERANG)

Created by :
Vikki Hotria Karolina P ( 20160101140 )



SubjectPENGALAMAN PELANGGAN
KESETIAAN PELANGGAN
KUALITAS LAYANAN
Alt. Subject CUSTOMER EXPERIENCE
CUSTOMER Loyalty
QUALITY OF SERVICE
KeywordCustomer Experience
Service Quality
Customer Satisfaction
dan Customer Loyalty

Description:

Penelitian ini bertujuan untuk mengetahui Pengaruh Customer Experience, dan Service Quality, terhadap Customer Loyalty, melalui Customer Satisfaction (Studi Kasus Pada Restoran Solaria Supermall Karawaci, Tangerang). Populasi pada penelitian ini adalah seluruh pelanggan Restoran Solaria Supermall Karawaci, Tangerang. Pengambilan sample ini diambil dengan menggunakan metode Non Probability Sampling dengan menggunakan teknik Purposive Sampling sehingga diperoleh 150 responden dengan batas usia 17 tahun dan minimal telah melakukan pembelian 2 kali dalam 6 bulan terakhir. Jumlah pernyataan yang diajukan kepada responden sebanyak 30 butir, yang terdiri dari 10 butir pernyataan customer experience, 10 butir penyataan service quality, 4 penyataan customer satisfaction, 6 pernyataan customer loyalty. Teknik analisi data yang digunakan dalam penelitian ini yaitu uji validitas, uji reliabilitas, uji asumsi klasik, analisis deskriptif, dan analisis jalur (path analysis). Hasil penelitian berdasarkan analisis jalur menunjukkan bahwa customer experience berpengaruh terhadap customer satisfaction. service quality berpengaruh terhadap customer satisfaction. customer experience berpengaruh terhadap customer loyalty. Service quality tidak berpengaruh terhadap customer loyalty. Serta customer satisfaction berpengaruh terhadap customer loyalty. Customer experience berpengaruh secara langsung terhadap customer loyalty tanpa melalui customer satisfaction, dan service quality berpengaruh terhadap customer loyalty melalui customer satisfaction.

Contributor:
  1. Dr. Drs. Dihin Septyanto, ME, CIRR
Date Create:05/01/2021
Type:Text
Format:PDF
Language:Indonesian
Identifier:UEU-Undergraduate-20160101140
Collection ID:20160101140


Source :
Undergraduate Theses of Economic Departement

Relation Collection:
Fakultas Ekonomi dan Bisnis

Coverage :
Civitas Akademika Universitas Esa Unggul

Rights :
@2021 Perpustakaan Universitas Esa Unggul


Publication URL :
https://digilib.esaunggul.ac.id/pengaruh-customer-experience-dan-service-quality-terhadap-customer-loyalty-melalui-customer-satisafaction-studi-kasus-pada-restoran-solaria-supermall-karawaci-tangerang-17738.html




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  1.  UEU-Undergraduate-17738-COVER.Image.Marked.pdf - 126 KB
  2.  UEU-Undergraduate-17738-HALAMAN PENGESAHAN.Image.Marked.pdf - 236 KB
  3.  UEU-Undergraduate-17738-HALAMAN PERSETUJUAN PUBLIKASI.Image.Marked.pdf - 565 KB
  4.  UEU-Undergraduate-17738-HALAMAN PERSETUJUAN.Image.Marked.pdf - 217 KB
  5.  UEU-Undergraduate-17738-HALAMAN PERNYATAAN KEASLIAN.Image.Marked.pdf - 446 KB
  6.  UEU-Undergraduate-17738-ABSTRAK.Image.Marked.pdf - 288 KB
  7.  UEU-Undergraduate-17738-ABSTRACT.Image.Marked.pdf - 330 KB
  8.  UEU-Undergraduate-17738-KATA PENGANTAR.Image.Marked.pdf - 374 KB
  9.  UEU-Undergraduate-17738-DAFTAR ISI.Image.Marked.pdf - 415 KB
  10.  UEU-Undergraduate-17738-DAFTAR TABEL.Image.Marked.pdf - 290 KB
  11.  UEU-Undergraduate-17738-DAFTAR GAMBAR.Image.Marked.pdf - 288 KB
  12.  UEU-Undergraduate-17738-DAFTAR LAMPIRAN.Image.Marked.pdf - 289 KB
  13.  UEU-Undergraduate-17738-DAFTAR PUSTAKA.Image.Marked.pdf - 419 KB
  14.  UEU-Undergraduate-17738-LAMPIRAN.Image.Marked.pdf - 3006 KB
  15.  UEU-Undergraduate-17738-BABI.Image.Marked.pdf - 470 KB

[ FullText Content - Please, register first ]

  1. UEU-Undergraduate-17738-BABII.Image.Marked.pdf - 692 KB
  2. UEU-Undergraduate-17738-BABIII.Image.Marked.pdf - 693 KB
  3. UEU-Undergraduate-17738-BABIV.Image.Marked.pdf - 1513 KB
  4. UEU-Undergraduate-17738-BABV.Image.Marked.pdf - 318 KB
  5. UEU-Undergraduate-17738-BABVI.Image.Marked.pdf - 297 KB

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Customer , Customer Experience , Customer Satisfaction , Experience , Loyalty , Quality , Satisfaction , Service , Service Quality , dan , dan Customer Loyalty



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