Tamin, Felicia Vania Dwinata (2023) Analisis pengaruh brand image, service quality dan customer experience terhadap customer satisfaction sebagai variabel mediasi dalam membentuk customer loyalty member Celebrity Fitness di Jabodetabek. Masters thesis, Universitas Pelita Harapan.
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Abstract
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh variabel moderating pada hubungan antara Brand image, Service Quality, Customer Experience, erhadap Customer Satisfaction sebagai variabel intervening untuk membangun Customer Loyalty member Celebrity Fitness di wilayah JABODETABEK. Data diperoleh dengan menyebarkan kuesioner dengan pendekatan Deskriptif Kuantitatif. Terdapat 176 Responden yang diperoleh dari penelitian ini. Teknik pengambilan sampel yang digunakan adalah non-probability sampling. Data dianalisis menggunakan Model Persamaan Struktural dengan alat Analisis Smart-PLS. Hasil penelitian ini menunjukkan bahwa Berdasarkan analisis yang dihasilkan oleh PLS-SEM, diketahui bahwa 7 hipotesis penelitian dapat diterima. Berdasarkan analisis tersebut dapat disimpulkan bahwa untuk membangun loyalitas pelanggan, Celebrity Fitness harus memperhatikan beberapa faktor penting dalam variabel penelitian ini. Berbagai variabel yang dapat meningkatkan loyalitas pelanggan yang pengaruhnya paling kuat adalah peningkatan kepuasan pelanggan.
| Item Type: | Thesis (Masters) | ||||||||
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| Uncontrolled Keywords: | Citra Merek ; Kualitas Layanan ; Pengalaman Pelanggan ; Kepuasan Pelanggan ; Loyalitas Pelanggan | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
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| Depositing User: | Users 22925 not found. | ||||||||
| Date Deposited: | 04 Jul 2023 03:32 | ||||||||
| Last Modified: | 04 Jul 2023 03:32 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/56270 |
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