Tanjung, Andre Damarizal (2016) The Influence Of Interior Design On Customer Retention Through Perceived Customer Satisfaction: (A Study of Captain Coffee Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh Interior Desain, Perceived Customer Satisfaction, dan Customer Retention pada objek yaitu Captain Coffee Malang secara simultan dan mediasi. Penelitian ini menjelaskan tentang hubungan kausal antara variabel-variable melalui pengujian hypothesis. Teknik pengumpulan data penelitian ini menggunakan kuesioner dan studi kepustakaan. Penelitian ini menggunakan 120 sampel yang merupakan konsumen dan pelanggan dari Captain Coffee Malang. Pengambilan sampel menggunakan teknik purposive sampling. Alat uji yang digunakan untuk menguji instrumen penelitian ini yaitu uji validitas, uji reliabilitas, dan uji asumsi klasik. Metode analisis yang digunakan adalah analisis koefisien jalur. Uji hipotesis menggunakan uji t dengan menggunakan program SPSS. Hasil penelitian ini menunjukan bahwa interior desain memiliki pengaruh yang signifikan terhadap customer retention. Interior desain juga memiliki pengaruh yang signifikan terhadap perceived customer satisfaction. Perceived customer satisfaction juga mempunyai pengaruh langsung yang signifikan terhadap customer retention. Interior desain mempengaruhi customer retention secara signifikan melalui perceived customer satisfaction yang adalah sebagai mediatior di dalam studi objek Captain Coffee Malang.
English Abstract
This research aims to determine the effect of Interior Design, Perceived Customer Satisfaction and Customer Retention on objects which is Captain Coffee Malang in simultaneously and mediation. This research describes the causal relationship between the variables through hypothesis testing. This research collect data with techniques by using questionnaires and literature study. This study used 120 samples are consumers and customers of Captain Coffee Malang. Sampling using purposive sampling. Test equipment used to test the research instruments namely validity, reliability, and classical assumption. The analytical method used is the path coefficient analysis. Hypothesis testing using t test using SPSS program. These research results indicate that the interior design has a significant influence on customer retention. The interior design also has a significant effect on perceived customer satisfaction. Perceived customer satisfaction also has significant direct effect on customer retention. Interior design significantly affects customer retention through perceived customer satisfaction as the mediator in object of Captain Coffee Malang.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/38/051801998 |
| Uncontrolled Keywords: | Interior Design, Perceived Customer Satisfaction, and Customer Retention |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 30 Apr 2018 06:54 |
| Last Modified: | 03 Nov 2021 01:42 |
| URI: | http://repository.ub.ac.id/id/eprint/10059 |
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