Analisis pengaruh dimensi service quality dan Product quality terhadap customers Satisfaction yang membentuk repurchase Intention pada pelanggan h&m di Surabaya

Kadir, Angelia Allice Penina Laura (2019) Analisis pengaruh dimensi service quality dan Product quality terhadap customers Satisfaction yang membentuk repurchase Intention pada pelanggan h&m di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

	Text (Title.pdf) Sampul.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
Preview	Text (Abstract.pdf) Abstrak.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (11kB) | Preview
Preview	Text (Chapter1.pdf) Bab-1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (575kB) | Preview
	Text (Chapter2.pdf) Bab-2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (249kB)
	Text (Chapter3.pdf) Bab-3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (243kB)
	Text (Chapter4.pdf) Bab-4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (614kB)
	Text (Chapter5.pdf) Penutup.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (177kB)
	Text (Bibliography.pdf) Pustaka.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (229kB)
	Text (Appendices.pdf) Lampiran.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (497kB)

Abstract

Bisnis ritel di Indonesia semakin hari semakin berkembang dan menunjukan pertumbuhan dan persaingan yang sangat ketat salah satunya fashion retail. Pakaian kini telah menjadi sebuah gaya hidup atau mode dalam berbusana juga sebagai simbol status, jabatan, ataupun kedudukan seseorang yang memakainya. Para pelaku usaha pengecer ini berlomba-lomba menambah jumlah outlet-nya dimana-mana guna memudahkan konsumen mendapatkan produk dan hati masyarakat. Beberapa ritel fashion yang sudah masuk di pusat perbelanjaan Surabaya, antara lain H&M, Zara, Uniqlo, Mango, Pull and Bear sampai Stradivarius. Agar dapat terus bertahan menghadapi persaingan peritel harus meningkatkan kualitas pelayanan dan kualitas produk agar pelanggan ingin membeli produknya kembali. Penelitian ini ditujukan untuk menganalisa pengaruh dimensi Service Quality dan Product Quality terhadap Customers Satisfaction; pengaruh varibel Customers Satisfaction terhadap Repurchase Intention. Dalam meningkatkan Repurchase Intention yang positif maka sampel yang digunakan dalam penelitian ini yaitu pelanggan H&M berusia 17-65 tahun baik pria maupun wanita, berdomisili di Surabaya, pernah berbelanja di store H&M Surabaya minimal 3x dalam kurun waktu satu tahun terakhir, serta pernah berinteraksi dengan pegawai H&M. Penelitian ini menggunakan 100 responden dan SPSS 22.0 untuk mengolah data. Hasil penelitian ini menunjukan bahwa memiliki pengaruh terbesar adalah Customers Satisfaction terhadap Repurchase Intention yang memiliki pengaruh sebesar 0.685, kemudian pengaruh terbesar kedua adalah Product Quality terhadap Customers Satisfaction sebesar 0,325, dan pengaruh terbesar ketiga adalah Tangible terhadap Customers Satisfaction sebesar 0,275, dan pengaruh terbesar keempat adalah Assurance terhadap Customers Satisfaction sebesar 0,216, dan pengaruh terbesar kelima adalah Empathy terhadap Customers Satisfaction sebesar 0,040, dan pengaruh terbesar keenam adalah Responsiveness terhadap Customers Satisfaction sebesar 0.030, dan pengaruh terbesar terakhir adalah Reliability terhadap Customers Satisfaction sebesar 0,024 / Retail business in Indonesia is increasingly developing which shows very tight growth and competition, one of them is fashion retail. Clothing has become a lifestyle and fashion as a symbol of status, position, or position of someone who wears it. Retailers are expanding to make it easier for consumers to purchase the product and people's hearts. Fashion retailers have entered the Surabaya, including H&M, LC Waikiki, Uniqlo, Pull and Bear, Zara to Stradivarius. To survive in this era, retailers must improve service quality and product quality so that customers want to repurchase. This research aims to analyze the effect of dimension of Service Quality and Product Quality on Customers Satisfaction; the effect of variables Customers Satisfaction on Repurchase Intention. In increasing positive Repurchase Intention, the samples used in this study are H&M, customers aged 17-65 years, both men and women, domiciled in Surabaya,shopped in stores H&M Surabaya at least 3 times within the past year, and interacted with employees of H&M. This study used 100 respondents and SPSS 22.0 to process data. The results of this study indicate that having the greatest influence is Customers Satisfaction on Repurchase Intention which has an effect of 0.685, then the second largest influence is Product Quality on Customers Satisfaction of 0.325, and the third largest influence is Tangible on Customers Satisfaction of 0.275, and the fourth biggest influence is Assurance on Customers Satisfaction is 0.216, and the fifth largest influence is Empathy on Customers Satisfaction of 0.040, and the sixth biggest influence is Responsiveness to Customers Satisfaction of 0.030, and the last biggest influence is Reliability against Customers Satisfaction of 0.024

Actions (login required)

View Item