The influence of merchandise, internal environment, interaction with staff, merchandise variety towards customers satisfaction and repurchase intention at Mix & Max Boutique, Medan

Beryl, Beryl (2022) The influence of merchandise, internal environment, interaction with staff, merchandise variety towards customers satisfaction and repurchase intention at Mix & Max Boutique, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Mix & Max Boutique, Medan is a fashion store that presents complete clothing for families, adults, men and women, at relatively good price and quality. Mix & Max Boutique, Medan also provides fine quality bags, shoes, and various accessories as well that match the market needs. The objective of this research is to analyze Merchandise, Internal Environment, Interaction With Staff, Merchandise Variety are having significant influence towards Customers Satisfaction and Repurchase Intention at MIX & MAX Boutique, Medan. Merchandise, Internal Environment, Interaction With Staff, Merchandise Variety have an important role in shaping Customers Satisfaction and Repurchase Intention. Merchandise, Internal Environment, Interaction With Staff, Merchandise Variety are highly connected with Customers Satisfaction, Repurchase Intention and company profitability. In this research, the writer used quantitative research design. The sampling technique used is snowball sampling. The sample size on this research is 100 customers. This research also passed the validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression test. The result of hypothesis test, merchandise towards customer satisfaction at Mix & Max Boutique, Medan, internal environment towards customer satisfaction at Mix & Max Boutique, Medan, interaction with staff towards customer satisfaction at Mix & Max Boutique, Medan, merchandise variety towards customer satisfaction at Mix & Max Boutique, Medan and customer satisfaction has a significant influence on repurchase intention at Mix & Max Boutique, Medan. Recommendations for Mix & Max Boutique, Medan include improve Merchandise, Internal Environment, Interaction With Staff, Merchandise Variety in making Customers Satisfaction and Repurchase Intention. / Mix & Max Boutique, Medan adalah toko fashion yang menyajikan pakaian lengkap untuk Keluarga, Dewasa, pria dan wanita, dengan harga dan kualitas yang relatif baik. Mix & Max Boutique, Medan juga menyediakan tas, sepatu, dan berbagai aksesoris berkualitas yang sesuai dengan kebutuhan pasar.Tujuan dari penelitian ini adalah untuk menganalisis barang dagangan, lingkungan Internal, interaksi dengan staf, variasi barang dagangan yang memiliki pengaruh signifikan terhadap kepuasan pelanggan dan niat pembelian kembali di MIX & MAX Boutique, Medan. Barang dagangan, lingkungan Internal, interaksi dengan staf, variasi barang dagangan memiliki peran penting dalam membentuk kepuasan pelanggan dan niat pembelian kembali. Barang dagangan, lingkungan Internal, interaksi dengan staf, berbagai barang dagangan sangat terhubung dengan kepuasan pelanggan, niat pembelian kembali dan profitabilitas perusahaan. Dalam penelitian ini penulis menggunakan desain penelitian kuantitatif. Teknik pengambilan sampel yang digunakan adalah snowball sampling. Ukuran sampel pada penelitian ini adalah 100 pelanggan. Penelitian ini juga lulus uji validitas, uji reliabilitas, uji normalitas, uji multikolinieritas, uji heteroskedastisitas, uji regresi linier berganda.Hasil uji hipotesis, barang dagangan terhadap kepuasan pelanggan di Mix & Max Boutique, Medan, lingkungan internal terhadap kepuasan pelanggan di Mix & Max Boutique, Medan, interaksi dengan staf terhadap kepuasan pelanggan di Mix & Max Boutique, Medan, variasi barang dagangan terhadap kepuasan pelanggan di Mix & Max Boutique, Medan dan kepuasan pelanggan memiliki pengaruh yang signifikan terhadap niat pembelian kembali di Mix & Max Boutique, Medan. Rekomendasi untuk Mix & Max Boutique, Medan termasuk meningkatkan Merchandise, lingkungan Internal, interaksi dengan staf, Variasi Merchandise dalam membuat kepuasan pelanggan dan niat pembelian kembali.

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