Konsekuensi dari customer experience
Info Katalog
File Repositori
Nomor Panggil : 2015_TA_MJ_022101136
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2015
Pembimbing 1 : Willy Arafah
Subyek : Customer experience;Hospitalty management;Customer satisfaction
Kata Kunci : customer experience, customer satisfaction, customer loyalty
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2015_TA_MJ_022101136-Halaman-Judul.pdf | ||
| 2. | 2015_TA_MJ_022101136-Bab-1.pdf | ||
| 3. | 2015_TA_MJ_022101136-Bab-2.pdf |
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| 4. | 2015_TA_MJ_022101136-Bab-3.pdf |
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| 5. | 2015_TA_MJ_0221011136-Bab-4.pdf |
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| 6. | 2015_TA_MJ_022101136-Bab-5.pdf |
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| 7. | 2015_TA_MJ_022101136-Lampiran.pdf |
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| 8. | 2015_TA_MJ_022101136-Daftar-Pustaka.pdf | 4 |
P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh Customer Experience terhadap Customer Loyalty melalui Customer Satisfaction. Sampel yang digunakan dalam penelitian ini adalah para pelanggan Lotte Mart sebanyak 120 responden yang menggunakan jasa Lotte Mart. Hasil empiris dari penelitian ini menggunakan program Statistical Package for the Social Science (SPSS) dengan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah Customer Experience memiliki pengaruh positif dan signifikan terhadap Customer Satisfaction,dan Customer Satisfaction memiliki pengaruh positif dan signifikan terhadap Customer Loyalty. Penelitian ini dapat dijadikan acuan bagi para manajer pemasaran agar lebih memperhatikan customer experience dan keahlian dalam penyampaian jasa dalam meningkatkan customer loyalty.
T his study aimed to determine the effect of customer experience to customerloyalty with customer satisfaction as intervening variable. The number of taken inthis study were 120 respondent from customer which is used Lotte Mart. Theempirical result of this study using the program Statistical Package for the SocialScience (SPSS) by the method Stuctural Equation Model (SEM).Result from the study showed that customer experience has positive effectand significant to customer satisfaction. Customer satisfaction to customer loyaltyhas positive effect and significant. This study can be used as a reference formanagers marketing to pay more attention to customer experience and expertise inservice in increasing customer loyalty.
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