Rahmaniati, Mutia Putri Ayu (2017) Pengaruh Experiential Quality Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi Pada PT. Matahari Department Store Tbk. di Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh experiential quality terhadap loyalitas pelanggan PT. Matahari Department Store yang dimediasi oleh kepuasan pelanggan, baik pengaruh secara langsung maupun tidak langsung. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antar variabel-variabelnya melalui pengujian hipotesis. Penelitian ini menggunakan sampel sebanyak 200 responden dengan teknik pengambilan non-probability sampling. Metode analisis menggunakan Partial Least Square (PLS) dengan software SmartPLS 3.0 dan uji sobel digunakan untuk menguji hubungan variabel mediasi dalam hipotesis. Hasil analisis menunjukkan bahwa variabel Experiential Quality berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Selanjutnya adalah Kepuasan Pelanggan memiliki pengaruh yang signifikan terhadap Loyalitas Pelanggan. Sehingga jika melalui pengaruh tidak langsung, Experiential Quality dan Loyalitas Pelanggan melalui Kepuasan Pelanggan menghasilkan hubungan yang positif dan signifikan.
English Abstract
This research is aimed at determining and analyzing the direct and indirect effect of experiential quality on customer loyalty at Matahari Department Store mediated by customer satisfaction as the intervening variable. This explanatory research explains the causal relationship between variables through hypothesis testing. The sample of this study is 200 respondents who were selected through nonprobability sampling technique. The analysis is carried out using Partial Least Square (PLS) with 3.0 SmartPLS, and Sobel test is used to examine the relations of the mediating variables in the hypothesis. The analysis shows that experiential quality has a significant relation with customer satisfaction and customer loyalty. Further, customer satisfaction has a significant effect on customer loyalty. Thus, indirectly, experiential quality and customer loyalty generate positive and significant relation through customer satisfaction.
Item Type: | Thesis (Sarjana) |
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Identification Number: | SKR/FE/2017/403/051708877 |
Uncontrolled Keywords: | Experiential Quality, Kepuasan Pelanggan, Loyalitas Pelanggan. |
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: | Nur Cholis |
Date Deposited: | 20 Sep 2017 01:39 |
Last Modified: | 12 Nov 2020 08:15 |
URI: | http://repository.ub.ac.id/id/eprint/2743 |
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