Ajeng Putri, Kinasih (2023) DETERMINAN CUSTOMER EXPERIENCE, VALUE, TRUST, SATISFACTION AND LOYALTY PRODUK BODY CARE VASELINE. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.
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Abstract
Tujuan penelitian ini adalah untuk mengetahui seberapa besar pengaruh customer experience (X1), customer value (X2), dan customer trust (X3), terhadap customer loyalty (Y) melalui customer satisfaction (Z). Metoda yang digunakan dalam penelitian ini adalah metoda kuantitatif. Metoda pengumpulan data menggunakan kuesioner yang diukur menggunakan skala likert. Populasi dalam penelitian ini adalah pelanggan yang sudah menggunakan produk body lotion Vaseline minimal 6 bulan dan sudah melakukan pembelian lebih dari 3 kali di wilayah DKI Jakarta. Teknik dalam penelitian ini adalah purposive sampling. Sampel pada penelitian ini berjumlah 205 responden. Alat analisis yang digunakan dalam penelitian ini yaitu Partial Least Square (PLS) dengan program SmartPLS versi 3.2.9. yang menguji outer model, inner model, dan hipotesis. Hasil dari penelitian ini menyatakan bahwa customer experience berpengaruh signifikan terhadap customer satisfaction, customer value tidak berpengaruh signifikan terhadap customer satisfaction, customer trust berpengaruh signifikan terhadap customer satisfaction, customer experience tidak berpengaruh signifikan terhadap customer loyalty, customer value tidak berpengaruh signifikan terhadap customer loyalty, customer trust berpengaruh signifikan terhadap customer loyalty, customer satisfaction berpengaruh signifikan terhadap customer loyalty, customer experience tidak berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction, customer value tidak berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction, customer trust berpengaruh signifikan terhadap customer loyalty melalui customer satisfaction This study is aimed to determine the effect of customer experience (X1), customer value (X2), and customer trust (X3) on customer loyalty (Y) through customer satisfaction (Z). The method used in this research is the correlational quantitative method. The data collection method used a questionnaire which is measure using a Likert scale. The population in this study were customers who had used vaseline body lotion products for at least 6 month and had made purchases more than 3 time in the DKI Jakarta area. The techinique in the study was purposive sampling. The sample in this study consisted of 205 respondents. Used in this research is the Partial Least Square (PLS) with the SmartPLS version 3.2.9. program which tests the outer model, inner model and hypothesis. The result of this study prove that customer experience has a significant effect on customer satisfaction, customer value has no significant effect on customer satisfaction, customer trust has a significant effect on customer satisfaction, customer experience has not significant effect on customer loyalty, customer value has no significant effect on customer loyalty, customer trust has a significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty, customer experience has no significant effect on customer loyalty through customer satisfaction, customer value has no significant effect on customer loyalty through customer satisfaction, customer trust has a significant effect on customer loyalty through customer satisfaction.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Uncontrolled Keywords: | Customer experience, Customer Value, Customer Trust, Customer Satisfaction, Customer Loyalty | ||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ajeng Putri Kinasih | ||||||||
| Date Deposited: | 12 May 2023 21:17 | ||||||||
| Last Modified: | 12 May 2023 21:17 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/10034 |
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