Vildayanti, Rina Ayu and Prof Dr Dra Noermlati and Dr Sl:Aislah, and Ananda Sab‖ Hussein, (2023) Pengaruh Pengalaman Layanan Dan Keintiman Pelanggan Terhadap Loyalitas Pelanggan Dimediasi Kenyamanan Pelanggan Dan Dimoderasi Adopsi Teknologi (Studi Pada Pelanggan Coffee Shop Lokal Modern Di Jakarta). Doktor thesis, Universitas Brawijaya.
Abstract
Penelitian bertujuan mengembangkan suatu model baru bahwa untuk meningkatkan loyalitas pelanggan, tidak cukup ditentukan oleh pengalaman layanan dan keintiman pelanggan tetapi juga dari kenyamanan pelanggan dan diperkuat adopsi teknologi. Pembuktian dari tujuan penelitian: (1). Untuk menganalisis pengaruh pengalaman layanan dan keintiman pelanggan terhadap loyalitas pelanggan melalui kenyamanan pelanggan sebagai variabel mediasi dan adopsi teknologi sebagai variabel moderasi (2). Untuk menganalisis pengaruh pengalaman layanan dan keintiman pelanggan terhadap kenyamanan pelanggan (3). Untuk menganalisis pengaruh kenyamanan pelanggan terhadap loyalitas pelanggan. Hasil penelitian diharapkan memberikan kontribusi terkait pengalaman layanan, keintiman pelanggan, kenyamanan pelanggan dan loyalitas pelanggan sehingga bermanfaat bagi akademisi dan pelaku bisnis industri coffee shop atau sejenisnya. Penelitian bersifat kuantitatif dengan pendekatan explanatory research dan positivist paradigm dimana populasi penelitian adalah para pelanggan 5 (lima) coffee shop lokal modern di Jakarta. Pengambilan sampel menggunakan kuesioner sebagai instrumen penelitian dan metode non-probability sampling serta purposive sampling technique. Jumlah responden sebanyak 240, yang valid 202 kuesioner dan menggunakan metode analisis data berupa structural equation modelling dengan software WarpPLS. Hasil penelitian membuktikan: (1). Pengalaman layanan berpengaruh langsung terhadap loyalitas pelanggan dan secara tidak langsung melalui kenyamanan pelanggan sebagai variabel mediasi, tetapi tidak diperkuat adopsi teknologi sebagai variabel moderasi. (2). Keintiman pelanggan tidak berpengaruh terhadap loyalitas pelanggan, namun berpengaruh secara tidak langsung melalui kenyamanan pelanggan sebagai variabel mediasi, tetapi tidak diperkuat adopsi teknologi sebagai variabel moderasi. (3). Pengalaman layanan dan keintiman pelanggan berpengaruh langsung terhadap kenyamanan pelanggan. (4). Kenyamanan pelanggan berpengaruh langsung terhadap loyalitas pelanggan. Kebaruan penelitian adalah pembentukan/pengembangan dan pembangunan model baru melibatkan 5 (lima) variabel yang belum ada pada penelitian sebelumnya dan menempatkan variabel kenyamanan pelanggan sebagai mediasi pengaruh pengalaman layanan dan keintiman pelanggan terhadap loyalitas pelanggan serta memberikan moderasi adopsi teknologi pengaruh pengalaman layanan dan keintiman pelanggan terhadap loyalitas pelanggan
English Abstract
The general objective of this research is to develop a new model explaining that customer loyalty is determined by not only service experience and customer intimacy but also customer perceived enjoyment and technology adoption. Hence, this study aims to analyze (1) the effects of service experience and customer intimacy on customer loyalty with the mediation of customer perceived enjoyment and the moderation of technology adoption, (2) the influence of service experience and customer intimacy on customer perceived enjoyment, and (3) the impact of customer perceived enjoyment on customer loyalty. The results of this research are expected to benefit academics and coffee shop owners in terms of providing knowledge about service experience, customer intimacy, customer perceived enjoyment, and customer loyalty. This quantitative explanatory research uses positivist paradigm. The population are customers of five local modern coffee shops in Jakarta, from which 240 people were selected as the respondents using non-probability sampling method and purposive sampling technique. The data was harvested from 202 valid questionnaires and was analyzed using Structural Equation Modeling in WarpPLS. This study finds that (1) service experience influences customer loyalty both directly and indirectly with the mediation of customer perceived enjoyment and without being enhanced by technology adoption as the moderating variable, (2) customer intimacy has no direct effect on customer loyalty, but it is influential with the mediation of customer perceived enjoyment and without the enforcement of technology adoption as the moderating variable, (3) service experience and customer intimacy directly influence customer perceived enjoyment, and (4) customer perceived enjoyment directly affects customer loyalty. The novelty of this research is the creation and development of a new model incorporating five variables that have not been used in earlier studies. Here customer perceived enjoyment is used as the mediator for the effects of service experience and customer intimacy on customer loyalty, while technology adoption serves as the moderator of the said relationship.
Other obstract
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| Item Type: | Thesis (Doktor) |
|---|---|
| Identification Number: | :0622020049 |
| Uncontrolled Keywords: | pengalaman layanan, keintiman pelanggan, kenyamanan pelanggan, loyalitas pelanggan, adopsi teknologi, service experience, customer intimacy, customer perceived enjoyment, customer loyalty, technology adoption. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 24 Jul 2023 01:36 |
| Last Modified: | 24 Jul 2023 01:36 |
| URI: | http://repository.ub.ac.id/id/eprint/202061 |
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