DETAIL KOLEKSI

Pengaruh customer experience terhadap customer satisfaction dan customer loyalty pada restoran siap saji


Oleh : Larasati Pramesti Dyahpertiwi

Info Katalog

Nomor Panggil : 022001801139

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Justine T. Sirait

Subyek : Customer satisfaction

Kata Kunci : customer experience, customer satisfaction


File Repositori
No. Nama File Ukuran (KB) Status
1. 2022_TA_SMJ_022001801139_Halaman-Judul.pdf 775.25
2. 2022_TA_SMJ_022001801139_Lembar-Pengesahan.pdf 740.04
3. 2022_TA_SMJ_022001801139_Bab-1-Pendahuluan.pdf 797.66
4. 2022_TA_SMJ_022001801139_Bab-2-Landasan-Teori.pdf 1061.21
5. 2022_TA_SMJ_022001801139_Bab-3-Metodologi-Penelitian.pdf 1036.43
6. 2022_TA_SMJ_022001801139_Bab-4-Analisa-dan-Pembahasan.pdf 1070.25
7. 2022_TA_SMJ_022001801139_Bab-5-Kesimpulan.pdf 718.22
8. 2022_TA_SMJ_022001801139_Daftar-Pustaka.pdf 832.49
9. 2022_TA_SMJ_022001801139_Lampiran.pdf 2962.12

P Penelitian ini menguji pengaruh customer experience terhadap customer satisfaction dan customer loyalty studi kasus McDonald’s Indonesia. Sebuah modelpenelitian dikembangkan berdasarkan Customer Experience (terdapat empat dimensiyaitu : Sensory Experience, Emotional Experience, Social Experience dan ServiceQuality), Customer Satisfaction, Customer Loyalty. Penelitian ini berbasis kuesioneruntuk mengumpulkan data dari 210 responden. Dilakukan teknik analisis data yangdigunakan adalah menggunakan Structural Equation Model (SEM) pada softwareSPSS versi 25 dan AMOS versi 22.Diperoleh hasil dalam penelitian ini dapat disimpulkan bahwa terdapat pengaruhnegative Sensory Experience terhadap Customer Satisfaction, pengaruh positifEmotional Experience terhadap Customer Satisfaction, pengaruh positif SocialExperience pada Customer Satisfaction, pengaruh positif Service Quality terhadapCustomer Satisfaction, pengaruh positif Customer Satisfaction terhadap CustomerLoyalty yang datang minimal 3 kali dalam 6 bulan terakhir untuk menikmatiMcDonald’s.

T This research examines the influence of Customer Experience towards CustomerSatisfaction and Customer loyalty case of McDonald's Indonesia. A research modelwas developed based on Customer Experience (there are four dimensions: SensoryExperience, Emotional Experience, Social Experience and Service Quality),Customer Satisfaction, and Customer Loyalty. This research is based on aquestionnaire to collect data from 210 respondents. The data analysis technique usedis the Structural Equation Model (SEM) on SPSS version 25 and AMOS version22software.The results obtained in this study can be concluded that there is a negativeinfluence of Sensory Experience on Customer Satisfaction, a positive influence ofEmotional Experience on Customer Satisfaction, a positive influence of SocialExperience on Customer Satisfaction, a positive influence of Service Quality onCustomer Satisfaction, a positive influence of Customer Satisfaction on CustomerLoyalty who came more than 3 times in the last 6 months to enjoy McDonald's.

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