Alfaridzi, Fay Giovanni Maryodi (2021) PENGARUH PENGALAMAN PELANGGAN, KUALITAS PELAYANAN, DAN NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI KASUS PADA KOPI TITIK KOMA RAWAMANGUN ). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh antara pengalaman pelanggan, kualitas pelayanan dan nilai pelanggan terhadap loyalitas pelanggan Kopi Titik Koma Rawamangun. Penelitian ini menggunakan jenis penelitian asosiatif dan pendekatan kuantitatif. Sampel didalam penelitian ini berjumlah 100 responden dan dengan menggunakan purposive sampling. Metoda pengolahan data didalam penelitian ini menggunakan alat SPSS versi 26.0 dan analisis data menggunakan uji validitas, uji reliabilitas, koefisien determinasi, uji T dan uji F. Hasil penelitian ini menunjukkan bahwa variabel Pengalaman Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan, variabel Kualitas Pelayanan tidak berpengaruh signifikan terhadap Loyalitas Pelanggan, variabel Nilai Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan dan secara simultan dapat dikatakan bahwa variabel Pengalaman Pelanggan, Kualitas Pelayanan dan Nilai Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan. Kata Kunci : Pengalaman Pelanggan, Kualitas Pelayanan, Nilai Pelanggan dan Loyalitas Pelanggan ABSTRACT This study aims to see the influence between customer experience, service quality and customer value on customer loyalty Titik Koma Rawamangun Coffee. This research uses an associative research type and a quantitative approach. The sample in this study were 100 respondents using purposive sampling. The data processing method in this study used SPSS version 26.0 and data analysis using validity test, reliability test, coefficient of determination, T test and F test. These results indicate that the Customer Experience variable had a significant effect on Customer Loyalty, the Service Quality variable had no significant effect on Customer Loyalty, the Customer Value variable had a significant effect on Customer Loyalty and simultaneously it can be said that Customer Experience, Service Quality and Customer Value had a significant effect on Customer Loyalty. Keywords : Customer Experience, Service Quality, Customer Value and Customer Loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Mr FAY GIOVANNI MARYODI ALFARIDZI | ||||||||
| Date Deposited: | 22 Mar 2021 14:37 | ||||||||
| Last Modified: | 22 Mar 2021 14:37 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4125 |
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