Anggraini Agilita Adha Shera, Aurel (2021) Pengaruh Emotional Attachment dan Religiosity dalam membangun Custumer Loyalty melalui Customer Satisfaction. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan untuk mengetahui pengaruh emotional attachment dan religiosity dalam membangun customer loyalty melalui customer satisfaction, baik pengaruh secara langsung ataupun tidak langsung. Jenis penelitian yaitu penelitian eksplanatori yang menjelaskan hubungan kausal antar variabel penelitian melalui pengujian hipotesis. Teknik pengambilan sampel menggunakan non-probability sampling dan metode purposive sampling. Ukuran sampel yang digunakan adalah 152 responden dengan ketentuan pernah menggunakan produk kecantikan berlabel halal minimal 1 bulan, berusia lebih atau sama dengan 17 tahun dan beragama Islam. Analisis data menggunakan Partial Least Square (PLS) dan dibantu oleh software SmartPLS 3.0. Berdasarkan dari hasil pengujian terhadap ketujuh hipotesis dapat disimpulkan bahwa (1) variabel emotional attachment memiliki pengaruh positif dan signifikan terhadap variabel customer satisfaction, (2) variabel religiosity tidak memiliki pengaruh secara langsung terhadap variabel customer satisfaction, (3) variabel customer satisfaction berpengaruh positif terhadap customer loyalty, (4) variabel emotional attachment memiliki pengaruh positif dan signifikan terhadap variabel customer loyalty, (5) variabel religiosity tidak memiliki pengaruh secara langsung terhadap variabel customer loyalty, (6) emotional attachment memiliki pengaruh positif dan signifikan terhadap customer loyalty dimediasi oleh customer satisfaction, (7) religiosity tidak berpengaruh signifikan terhadap customer loyalty dimediasi oleh customer satisfaction. Dalam penelitian ini dapat disimpulkan bahwa variabel emotional attachment mampu membangun customer loyalty yang dimediasi oleh customer satisfaction, sedangkan variabel religiosity tidak berpengaruh secara signifikan
English Abstract
This study was conducted to determine the effect of emotional attachment and religiosity in building customer loyalty through customer satisfaction, either directly or indirectly. The type of research is explanatory research which explains the causal connection between research variables through hypothesis testing. The sampling technique used non-probability sampling and purposive sampling method. The sample size used were 152 respondents with the provision that they had used halal-labeled beauty products for at least 1 month, aged more than or equal to 17 years and were Muslim. Data analysis used Partial Least Square (PLS) and assisted by SmartPLS 3.0 software. Based on the results of testing the seven hypotheses, it can be concluded that (1) the emotional attachment variable has a positive and significant influence on the customer satisfaction variable, (2) the religiosity variable does not have a direct influence on the customer satisfaction variable, (3) the customer satisfaction variable has a positive effect on the customer satisfaction variable. customer loyalty, (4) emotional attachment variable has a positive and significant influence on customer loyalty variable, (5) religiosity variable does not have a direct influence on customer loyalty variable, (6) emotional attachment has a positive and significant influence on customer loyalty mediated by customer satisfaction, (7) religiosity has no significant effect on customer loyalty mediated by customer satisfaction. In this study it can be concluded that the emotional attachment variable is able to build customer loyalty mediated by customer satisfaction, while the religiosity variable has no significant effect.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052102 |
| Uncontrolled Keywords: | Emotional Attachment, Religiosity, Customer Loyalty, Customer Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with username dedygusro |
| Date Deposited: | 23 Oct 2021 09:03 |
| Last Modified: | 03 Oct 2024 08:07 |
| URI: | http://repository.ub.ac.id/id/eprint/185515 |
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