Jannang, AbdulRahman (2014) Pengaruh Kepuasan Kerja Karyawan terhadap Niat Perilaku Konsumen Membeli Kembali di Gerai Matahari Department Store dengan Kualitas Pelayanan dan Kepuasan Konsumen sebagai Variabel Mediasi (Studi pada. Doctor thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian ini adalah untuk mengetahui dan menjelaskan pengaruh kepuasan kerja karyawan terhadap niat perilaku konsumen membeli kembali. Variabel kualitas pelayanan dan kepuasan konsumen diposisikan sebagai variabel mediasi. Populasi sasaran dalam penelitian ini adalah seluruh gerai produk fashion di Matahari Department Store MATOS, baik yang dimiliki oleh Matahari Department Store MATOS (14 gerai) maupun yang dimiliki oleh perusahaan lain sebagai penyewa (116 gerai). Dari seluruh jumlah gerai tersebut, dipilih 106 gerai yang menjual jenis produk yang berbeda, sedangkan 24 gerai sisanya tidak digunakan karena menjual produk sama dengan gerai lainnya. Teknik pengambilan sampel adalah purposive sampling dengan jumlah sampel karyawan 246 orang dan konsumen gerai di Matahari Department Store MATOS 318 orang. Metode analisis data adalah Generalized Structured Component Analysis (GSCA). Hasil penelitian menunjukkan, pertama : kualitas pelayanan maupun kepuasan konsumen tidak terbukti memediasi pengaruh kepuasan kerja karyawan terhadap niat perilaku konsumen membeli kembali, kedua : kepuasan konsumen terbukti menjadi mediasi sempurna pengaruh kualitas pelayanan terhadap niat perilaku konsumen membeli kembali.
English Abstract
This research aims at finding out and explaining the influence of employees` job satisfaction towards consumer behavior Intention to Repurchase. The variables of service quality and consumer satisfaction were positioned as mediation variables. The target population of this research was all fashion outlets in Matahari Department Store MATOS, either owned by Matahari Department Store MATOS (14 outlets) or owned by other companies as tenants (116 outlets). From all outlets, 106 outlets that sell different products were chosen, whereas the rest 24 outlets were not taken as samples for they sell similar products as other outlets. The sampling technique used was purposive sampling with the total sample of 246 employees and 318 consumers of the outlets in Matahari Department Store. The data analysis method used was Generalized Structured Component Analysis (GSCA). The results of the study showed that first, service qualities as well as consumer satisfaction do not prove to mediate the influence of employees` job satisfaction towards consumer behavior Intention to Repurchase; second, consumer satisfaction proves to be the perfect mediation of the influence of service quality towards consumer behavior Intention to Repurchase.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/658.314 22/JAN/p/061404208 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.3 Personnel management (human resource management) |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 07 Aug 2014 10:28 |
| Last Modified: | 07 Aug 2014 10:28 |
| URI: | http://repository.ub.ac.id/id/eprint/161183 |
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