Sugysti, Ririn (2017) Pengaruh Dimensi Customer Experience Terhadap Satisfaction Dan Customer Loyalty (Studi Pada Cokelat Klasik Cafe Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan dengan dilatarbelakangi oleh peranan yang cukup penting dalam sektor bisnis industri makanan dan minuman yang ada di Indonesia. Hal tersebut didukung dengan berbagai kebutuhan dan keinginan konsumen yang semakin meningkat. Tujuan penelitian ini untuk menganalisis serta menjelaskan pengaruh dimensi customer experience terhadap satisfaction dan customer loyalty pada Cokelat Klasik Cafe Malang. Jenis penelitian yang digunakan adalah explanatory research. Penelitian ini menggunakan 200 sampel. Pengambilan sampel dengan menggunakan metode non-probability sampling dengan teknik purposive sampling. Sampel diambil dari pengunjung Cokelat Klasik Cafe Malang yang pernah berkunjung ke Cokelat Klasik Cafe Malang lebih dari 2 kali. Metode analisisi data dalam pengujian instrumen penelitian dengan menggunakan alat bantu SmartPLS versi 3.0 melalui tahapan analisa outer model, inner model, dan pengujian hipotesis. Hasil penelitian menunjukkan bahwa dimensi costumer experience yaitu pengaturan fisik, interaksi dengan staf, dan interaksi dengan pelanggan lain memberikan pengaruh yang signifikan terhadap kepuasan konsumen. Penelitian juga menunjukkan bahwa adanya pengaruh yang signifikan dan positif pada satisfaction terhadap customer loyalty Cokelat Klasik Cafe Malang.
English Abstract
The background of this research is the important role of food and beverage sector in Indonesian. And which is supported by the increasing needs and desires of consumers. The purpose of this study to analyze and explain the relation between the influence of customer experience dimension and the customer satisfaction and loyalty of customers of Cokelat Klasik Cafe Malang. The data of this explanatory research. Using non-probability sampling method with purposive sampling technique, 200 samples. From visitors of Cokelat Klasik Cafe Malang who had visited Cokelat Klasik Cafe Malang more than 2 times were selected. The data were analyzed using SmartPLS ver. 3.0 through the stage of outer model, inner model, and hypothesis testing. The results show that customer experience dimension consisting of physical environment, interaction with staff, and interaction with other consumers have a significant effect on customer satisfaction. The results of this study show that there is a significant and positive influence satisfaction on the loyalty of costumers of Cokelat Klasik Cafe Malang.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2017/502/051708976 |
| Uncontrolled Keywords: | dimensi customer experience, satisfaction, dan customer loyalty |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 29 Sep 2017 00:52 |
| Last Modified: | 11 Nov 2020 04:15 |
| URI: | http://repository.ub.ac.id/id/eprint/2955 |
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1. Bagian Depan.pdf Restricted to Repository staff only Download (374kB) |
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BAB I PENDAHULUAN.pdf Restricted to Repository staff only Download (293kB) |
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BAB II TINJAUAN PUSTAKA.pdf Restricted to Repository staff only Download (409kB) |
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BAB III METODE PENELITIAN.pdf Restricted to Repository staff only Download (279kB) |
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BAB IV PEMBAHASAN.pdf Restricted to Repository staff only Download (921kB) |
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BAB V KESIMPULAN.pdf Restricted to Repository staff only Download (89kB) |
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DAFTAR PUSTAKA.pdf Restricted to Repository staff only Download (158kB) |
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