PENGARUH PENGALAMAN DAN KEPERCAYAAN TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN (Studi Kasus pada H&M DKI Jakarta)

Mirari Yovanda, . (2022) PENGARUH PENGALAMAN DAN KEPERCAYAAN TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN (Studi Kasus pada H&M DKI Jakarta). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This research uses descriptive quantitative method with software analysis tool SmartPLS 3.0. And the distribution technique is done by survey using google form. The purpose of this study was to determine the effect of Experience and trust on loyalty through intervening variables of customer satisfaction H&M DKI Jakarta. Using the sample method, namely purposive sampling with a total sample of 100 responsdents. The criteria taken are consumers who have shopped at least 2 times. The results show (1) the Experience variable has no significant effect on loyalty; (2) the trust variable has no significant effect on loyalty; (3) the Experience variable has a significant effect on loyalty through satisfaction; (4) the trust variable has a significant effect on loyalty through satisfaction.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil : 1810111149] [Pembimbing : Nobelson] [Penguji 1 : Maria Assumpta Wikantari] [Penguji 2 : Rosali Sembiring Colia]
Uncontrolled Keywords: Customer Loyalty; Customer Satisfaction; Customer Experience; Customer Trust Keywords: Customer Loyalty; Customer Satisfaction; Customer Experience; Customer Trust
Subjects: A General Works > AI Indexes (General)
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Mirari Yovanda
Date Deposited: 04 Aug 2022 06:35
Last Modified: 04 Aug 2022 06:35
URI: http://repository.upnvj.ac.id/id/eprint/19152

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