Pengaruh program loyalitas, kepuasan konsumen, dan kepercayaan konsumen terhadap loyalitas konsumen di supermarket Aeon BSD Tangerang = The impact of loyalty program, customer satisfaction, and customer trust toward customer loyalty in supermarket AEON BSD, Tangerang

Sevtanu, Ronald Pratama (2018) Pengaruh program loyalitas, kepuasan konsumen, dan kepercayaan konsumen terhadap loyalitas konsumen di supermarket Aeon BSD Tangerang = The impact of loyalty program, customer satisfaction, and customer trust toward customer loyalty in supermarket AEON BSD, Tangerang. Bachelor thesis, Universitas Pelita harapan.

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Abstract

Dengan banyaknya supermarket yang ada di Indonesia, membuat para pengelola supermarket melakukan berbagai inovasi untuk mendapatkan loyalitas dari konsumennya. Tujuan dari penelitian ini adalah untuk mengetahui apakah program loyalitas, kepuasan konsumen, dan kepercayaan konsumen dapat berpengaruh positif dan signifikan terhadap loyalitas konsumen, apakah program loyalitas dapat berpengaruh positif dan signifikan terhadap kepuasan konsumen, dan apakah kepuasan konsumen dapat berpengaruh positif dan signifikan terhadap kepercayaan konsumen di Supermarket AEON BSD, Tangerang. Pengumpulan data dilakukan menggunakan instrumen kuesioner. Populasi dalam penelitian ini yaitu konsumen di Supermarket AEON BSD, Tangerang. Jumlah sampel di dalam penelitian ini sebanyak 133 responden dengan teknik purposive sampling. Analisis statistik di dalam penelitian ini menggunakan PLS-SEM (Partial Least Squares-Structural Equation Modeling) dengan bantuan software SmartPLS 3.2.7. Hasil penelitian menunjukkan bahwa program loyalitas berpengaruh positif dan signifikan terhadap kepuasan konsumen dan loyalitas konsumen, kepuasan konsumen berpengaruh positif dan signifikan terhadap kepercayaan konsumen dan loyalitas konsumen.. serta kepercayaan konsumen berpengaruh positif dan signifikan terhadap loyalitas konsumen di Supermarket AEON BSD, Tangerang. / Indonesia has a large number of shopping mall, which causes the managers to try to innovate in order to have loyal customers. The purpose of this study is to find out whether loyalty program, customer satisfaction, and customer trust could have positive and significant impact to customer loyalty, whether loyalty program have positive and significant influence to customer satisfaction, and whether customer satisfaction have positive and significant influence to customer trust in AEON Supermarket BSD, Tangerang, Data collection was done by using questionnaire instrument. The population in this study were the customer of AEON Supermarket BSD, Tangerang. The number of samples in this study were 133 respondents with purposive sampling technique. In performing statistical analysis, PLS-SEM (Partial Least Squares-Structural Equation Modeling) was used with using SmartPLS 3.2.7 as the software. The results showed that loyalty program have positive and significant impact to customer satisfaction and customer loyalty, customer satisfaction have positive and significant influence to customer trust and customer loyalty, customer trust have positive and significant influence to customer loyalty in AEON Supermarket BSD, Tangerang.

Item Type:

Thesis (Bachelor)

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