Anteseden dan konsekuensi dari customer satisfaction pada makanan ringan

DETAIL KOLEKSI

Anteseden dan konsekuensi dari customer satisfaction pada makanan ringan

5.0

Oleh : Juwita Arfi Sayekthi

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2024

Pembimbing 1 : Adiati Hardjanti

Subyek : Customer satisfaction

Kata Kunci : perceived value, perceived quality, marketing, brand image, customer expectation, customer satisfact

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2024_SK_SMJ_022002000009_Halaman-Judul.pdf	12
2.	2024_SK_SMJ_022002000009_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2024_SK_SMJ_022002000009_Surat-Hasil-Similaritas.pdf	1
4.	2024_SK_SMJ_022002000009_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2024_SK_SMJ_022002000009_Lembar-Pengesahan.pdf
6.	2024_SK_SMJ_022002000009_Pernyataan-Orisinalitas.pdf	1
7.	2024_SK_SMJ_022002000009_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2024_SK_SMJ_022002000009_Bab-1.pdf	14
9.	2024_SK_SMJ_022002000009_Bab-2.pdf
10.	2024_SK_SMJ_022002000009_Bab-3.pdf
11.	2024_SK_SMJ_022002000009_Bab-4.pdf
12.	2024_SK_SMJ_022002000009_Bab-5.pdf	4
13.	2024_SK_SMJ_022002000009_Daftar-Pustaka.pdf	6
14.	2024_SK_SMJ_022002000009_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh Perceived Value, Perceived Quality, Marketing, Brand Image, Customer Expectation terhadap Customer Satisfaction dan Customer Satisfaction terhadap Brand Loyalty. Penelitian ini menggunakan data primer yang diperoleh melalui kuesioner secara online melalui link google form kepada 270 responden yang pernah mengkonsumi Makanan Ringan Potato Chips dengan merek Chitato, Japota, Piattos, Mister Potato, Go! Potato, dan Pringles. Metode pengumpulan data yang digunakan Non â€“ Probability Sampling dengan teknik pengambilan sampel menggunakan metode Purposive Sampling. Data dianalisis menggunakan metode Structural Equation Model (SEM) dengan menggunakan software yaitu SPSS versi 21 dan AMOS versi 22. Hasil dalam penelitian ini menunjukkan Perceived Quality, Marketing, dan Customer Expectation berpengaruh positif terhadap Customer Satisfaction, dan terdapat pengaruh positif Customer Satisfaction terhadap Brand Loyalty. Sedangkan, Perceived Value, dan Brand Image tidak berpengaruh positif terhadap Customer Satisfaction.

T his research aims to test and analyze the influence of Perceived Value, Perceived Quality, Marketing, Brand Image, Customer Expectation on Customer Satisfaction and Customer Satisfaction on Brand Loyalty. This research uses primary data obtained through an online questionnaire via a Google Form link to 270 respondents who have consumed Potato Chips snacks under the brands Chitato, Japota, Piattos, Mister Potato, Go! Potatoes, and Pringles. The data collection method used is Non - Probability Sampling with a sampling technique using the Purposive Sampling method. Data were analyzed using the Structural Equation Model (SEM) method using software, namely SPSS version 21 and AMOS version 22. The results of this research show that Perceived Quality, Marketing and Customer Expectation have a positive influence on Customer Satisfaction, and there is a positive influence of Customer Satisfaction on Brand Loyalty. Meanwhile, Perceived Value and Brand Image do not have a positive effect on Customer Satisfaction.