Andrew, Timothy (2020) The impacts of service quality, customer perceived value, customer satisfaction, towards customer loyalty in Zara at mall Kelapa Gading = Kualitas layanan: dampak dari kepuasan pelanggan, nilai yang diharapkan pelanggan terhadap loyalitas pelanggan Zara di mal Kelapa Gading. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Zara is one of the world’s most successful fashion retail brands. This research aims to identify the effect of service quality, customer satisfaction and customer perceived value on customer loyalty in Zara at Mall Kelapa Gading. This research is a quantitative descriptive research. The data collection method used is questionnaire. The rating scale used is Likert scale. The populations in this research are people ranging from the age of 17 - 65 years old who have shopped at Zara Kelapa Gading. The sampling technique used is non-probability sampling. Total sample of respondents in this research are 250 samples. The data processing methods used are validity, reliability, normality, multicollinearity, heteroscedasticity, t-test, F-test and coefficient of determination. Based on the research results, it can be concluded that service quality has a positive but insignificant effect towards customer loyalty, and customer perceived value and customer satisfaction have a positive and significant effect towards customer loyalty. / Zara adalah salah satu brand ritel fashion paling sukses di dunia. Penelitian ini bertujuan untuk mengidentifikasi pengaruh dari kualitas layanan, kepuasan pelanggan dan nilai yang dirasakan pelanggan terhadap loyalitas pelanggan Zara di Mal Kelapa Gading. Penelitian ini adalah penelitian deskriptif kuantitatif. Metode pengumpulan data yang digunakan adalah kuesioner. Skala peringkat yang digunakan adalah skala Likert. Populasi pada penelitian ini adalah orang berusia 17 - 65 tahun yang pernah berbelanja di Zara Kelapa Gading. Teknik sampel yang digunakan adalah non-probability sampling. Jumlah sampel responden pada penelitian ini adalah 250 sampel. Metode pengolahan data yang digunakan adalah validitas, reliabilitas, normalitas, multikolinearitas, heteroskedastisitas, uji t, uji F dan koefisien determinasi. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kualitas layanan memiliki pengaruh yang positif tetapi tidak signifikan terhadap loyalitas pelanggan, dan nilai yang dirasakan pelanggan serta kepuasan pelanggan memiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | service quality; customer satisfaction; customer perceived value; customer loyalty | ||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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Depositing User: | Users 13535 not found. | ||||||||
Date Deposited: | 22 Feb 2021 10:03 | ||||||||
Last Modified: | 22 Sep 2023 07:45 | ||||||||
URI: | http://repository.uph.edu/id/eprint/22018 |
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