Analisis pengaruh product quality, store atmosphere dan service quality terhadap repatronage intention melalui customer satisfaction pada pelanggan matahari department store di Surabaya

Tanzil, Andrianto (2019) Analisis pengaruh product quality, store atmosphere dan service quality terhadap repatronage intention melalui customer satisfaction pada pelanggan matahari department store di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Ritel adalah salah satu aktifitas yang memasarkan nilai dari suatu produk dan memberikan jasa kepada konsumen, dimana suatu produk dapat dibeli secara eceran atau satuan suatu produk untuk kebutuhan konsumen pribadi maupun kebutuhan keluarga. Yang dimaksud dari perusahan ritel adalah perusahan ritel membeli dalam jumlah besar dari pabrik untuk dijual kembali kepada konsumen dalam jumlah kecil, sehingga konsumen tidak diharuskan membeli suatu produk dalam jumlah besar yang sudah di tentukan minimal pememblian dari pabrik. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Product Quality, Store Atmosphere, dan Service Quality terhadap Repatronage Intention melalui Customers Satisfactions. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar pengaruh Customers Satisfactions sehingga meningkatkan Repatronage Intention yang pada akhirnya akan meningkatkan pembelian aktual dari Matahari Department Store. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 105 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, pernah melakukan pembelian di Matahari Department Store, mengetahui bahwa Matahari Department Store memiliki produk-produk yang lengkap . Hasil pengolahan data menggunakan software AMOS 22.0 menunjukkan empat hipotesis yang diajukan pada penelitian ini. Hasil tersebut dapat dijabarkan sebagai berikut, variabel Product Quality tidak berpengaruh signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.106 dan C.R. sebesar 0.851; variabel Store Atmosphere berpengaruh signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.565 dan C.R. sebesar 3.101; variabel Service Quality berpengaruh signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.863 dan C.R. sebesar 4.085; variabel Customer Satisfaction berpengaruh signifikan terhadap Repatronage Intention dengan koefisien regresi sebesar 0.585 dan C.R. sebesar 4.727 / Retail is one of the activities that market the value of a product and provide services to consumers, where a product can be purchased in retail or units of a product for the needs of personal consumers or family needs. The meaning of retail companies is retail companies buy in large quantities from factories to be sold back to consumers in small quantities, so that consumers are not required to buy a large number of products that have been determined at least From the factory. This research aims to know how to influence Product Quality, Store Atmosphere, and Service Quality to Repatronage Intention through Customers encouragment. The expected benefit of this research is adding a science of knowledge in the management field, especially how big the influence of Customers encouragment so as to increase the Repatronage Intention which will ultimately increase the purchase From Matahari Department Store. This research is causal research. The research method used is a quantitative method with data processing using AMOS. Data collection is carried out with the dissemination of questionnaires to 105 respondents with characteristics of male and female respondents aged 18-60 years, having made a purchase at Matahari Department Store, knowing that Matahari Department Store has Complete products. The result of data processing using the AMOS 22.0 software shows the four hypotheses proposed in this study. The results can be described as follows, Product Quality variables have no significant effect on Customer Satisfaction with regression coefficient of 0106 and C.R. of 0851; Variable Store Atmosphere has a significant effect on Customer Satisfaction with a regression coefficient of 0565 and C.R. of 3,101; Service Quality variables have significant effect on Customer Satisfaction with regression coefficient of 0863 and C.R. of 4,085; Customer Satisfaction variables significantly affect the Repatronage of Intention with regression coefficients of 0585 and C.R. by 4,727

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