Djaya, Miske Anisa (2022) Pengaruh service quality , store atmosphere, price fairness dan customer satisfaction terhadap customer loyalty pada toko uniqlo. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
PENGARUH SERVICE QUALITY, TORE ATMOSPHERE, PRICE FAIRNESS DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PADA TOKO UNIQLO Kemajuan jaman yang di tandai dengan banyaknya merek-merekpakaian yang ada di sekeliling memberi dampak yang cukup signifikan terhadap pertumbuhan toko retails. Kesuksesan toko sangat di pengaruhi oleh loyalitas pelanggan sehingga penting bagi pemasar untuk mempertahankan loyalitas pelanggan karena merupakan aset. Penelitian ini bertujuan untuk menguji pengaruh service quality, Store atmosphere, Price fairness terhadap Customer Loyality melalui Customer Satisfaction pada toko retails Uniqlo. Penelitian ini adalah penelitian kuantitatif dengan pengumpulan data melalui kuesinoner kepada sebanyak 170 responden. Pengolahan data pada penelitian ini menggunakan PLS-SEM. Hasil penelitian menunjukan bahwa pertama, terdapat pengaruh positif service quality terhadap customer satisfaction. Kedua, terdapat pengaruh positif store atmosphere terhadap customer satisfaction. Ketiga, terdapat pengaruh positif price fairness terhadap customer satisfaction dan yang ke lima, terdapat pengaruh positif customer satisfaction terhadap customer loyalty. Akhir kata penelitian ini diharapkan dapat berkontribusi dalam memberikan informasi serta pengetahuan bagi Peretails toko dalam membuat strategi guna untuk membangun kepuasan konsumen melalui kualitas layanan dan nilai keuntungan dalam meningkatkan loyalitas pelanggan.
Item Type: | Thesis (Bachelor) | ||||||||||||||||
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Uncontrolled Keywords: | service quality, store atmosphere, price fairness, customer satisfaction, customer loyality | ||||||||||||||||
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: | Miske Anisa Djaya | ||||||||||||||||
Date Deposited: | 29 Jun 2022 07:43 | ||||||||||||||||
Last Modified: | 29 Jun 2022 07:43 | ||||||||||||||||
URI: | http://repository.uph.edu/id/eprint/48009 |
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