Laporan seminar hasil faktor yang memengaruhi customer satisfaction dan brand image terhadap customer loyalty di Don Bakeshop Mall Grand Indonesia

Wiryandi, Cerellia and Alamsyah, Chrischerla (2023) Laporan seminar hasil faktor yang memengaruhi customer satisfaction dan brand image terhadap customer loyalty di Don Bakeshop Mall Grand Indonesia. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Setelah penelitian yang berjudul “Faktor yang Memengaruhi Customer Satisfaction, dan Brand Image terhadap Customer Loyalty di Don Bakeshop Mall Grand Indonesia”. Penelitian ini bertujuan untuk melihat apakah faktor-faktor yang digunakan dalam penelitian sebelumnya yang dilakukan memiliki pengaruh yang signifikan terhadap customer satisfaction dan brand image di Don Bakeshop Mall Grand Indonesia. Seminar hasil yang dilaksanakan pada tanggal 9 Desember 2022 bertujuan untuk mempresentasikan hasil dari penelitian yang telah dilakukan oleh penulis tiga bulan. Penelitian ini menggunakan pendekatan kuantitatif yang dimana peneliti menggunakan perangkat lunak SMART-PLS dan menyebarkan kuesioner kepada 195 responden . Pada penelitian ini penulis ingin mengetahui hasil dari hubungan antara variabel eksogen terhadap variable endogen memiliki pengaruh yang positif atau tidak. Dari penelitian ini faktor-faktor tersebut memiliki pengaruh yang signifikan terhadap customer loyalty. Setelah hasil penelitian dibagikan oleh peneliti, peneliti mendapatkan beberapa masukan untuk meningkatkan kualitas dalam penelitian ini. / After the research entitled "Factors Influence Customer Satisfaction, and Brand Image on Customer Loyalty at Don Bakeshop Mall Grand Indonesia". This study aims to see whether the factors used in previous research conducted have a significant effect on customer satisfaction and brand image at Don Bakeshop Mall Grand Indonesia. The results seminar which was held on December 9, 2022 aims to present the results of the research that has been carried out by the author for three months. This study uses a quantitative approach in which researchers use SMART-PLS software and distribute questionnaires to 195 respondents. In this study the authors wanted to know the results of the relationship between exogenous variables and endogenous variables having a positive influence or not. From this study these factors have a significant influence on customer loyalty. After the results of the research were shared by the researchers, the researchers got some input to improve the quality of this research.

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