Chinla, - and Ananda Sabil Hussein, and Dr. Nanang Suryadi, (2021) Pengaruh Experience Quality Terhadap Customer Loyalty Yang Dimediasi Oleh Emotion Dan Perceived Authenticity (Studi Pada Konsumen Restoran Etnik Di Kota Malang). Magister thesis, Universitas Brawijaya.
Abstract
Industri food and beverages merupakan salah satu industri penggerak perekonomian di Indonesia yang akan selalu berkembang dan tetap hidup. Penelitian ini akan melihat aspek-aspek yang dapat mempengaruhi perilaku konsumen mengenai tempat bersantap. Penelitian ini menggunakan experience quality sebagai variabel independen yang berpengaruh terhadap customer loyalty dengan emotion dan perceived authenticity sebagai variabel mediasi. Penelitian ini dikategorikan sebagai explanatory research. Responden dalam penelitian ini adalah konsumen yang pernah mengunjungi Restoran Etnik di Kota Malang dan penentuan jumlah sampel pada penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 200 responden. Metode pengumpulan data menggunakan kuesioner dan data dianalisis dengan PLS-SEM. Hasil temuan penelitian ini menunjukkan bahwa experience quality, dan emotion berpengaruh signifikan terhadap customer loyalty. Emotion juga berperan dalam memediasi hubungan antara experience quality dan customer loyalty. Sementara perceived authenticity tidak memiliki pengaruh signifikan terhadap customer loyalty dan tidak dapat memediasi hubungan antara experience quality dan customer loyalty
English Abstract
Food and beverage industry is one of the motors of Indonesian economy that will always develops and stays alive. This explanatory study observes aspects which can influence consumer behavior towards dining places. As experience quality is used as the independent variable affecting customer loyalty, emotion and perceived authenticity serve as the mediating variables. The respondents of this research are 200 people who have visited Ethnic Restaurants in Malang city, selected through purposive sampling. The data was harvested from questionnaires and analyzed using PLS-SEM. This study finds that experience quality and emotion significantly affect customer loyalty, and emotion mediates the influence of experience quality on customer loyalty. In addition, perceived authenticity does not significantly influence customer loyalty and does not mediate the relationship between experience quality and customer loyalty
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | :0422020025 |
| Uncontrolled Keywords: | Experience quality, Customer loyalty, Emotion, Perceived authenticity,Restoran Etnik, experience quality, customer loyalty, emotion, perceived authenticity, ethnic restaurant. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 25 Jan 2023 03:24 |
| Last Modified: | 10 Oct 2024 02:25 |
| URI: | http://repository.ub.ac.id/id/eprint/196921 |
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