Analisis pengaruh merchandise value, internal shop environment, interaction with staff, merchandise variety, presence interaction other customers, in-shop emotions terhadap customer satisfaction dan intention to repatronage pada pelanggan KKV di Surabaya

Angelina, Kelly (2023) Analisis pengaruh merchandise value, internal shop environment, interaction with staff, merchandise variety, presence interaction other customers, in-shop emotions terhadap customer satisfaction dan intention to repatronage pada pelanggan KKV di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Manusia tidak luput dari kebutuhan pokok seperti kebutuhan rumah tangga, maupun kebutuhan pribadi yang di mana kebutuhan tersebut akan terpenuhi dengan adanya bisnis atau toko ritel yang bermunculan di kehidupan manusia. Bisnis ritel selain dapat membantu masyarakat dalam memenuhi kebutuhan hidupnya, dapat membantu pertumbuhan perekonomian indonesia yang dikarenakan adanya kontribusi dalam perputaran keuangan dalam setiap kegiatan jualbeli barang. Tujuan dari penelitian ini adalah untuk menganalisis berbagai variabel yang mampu mempengaruhi Customer Satisfaction, antara lain Merchandise Value, Internal Shop Environment, Interaction with Staff, Merchandise Variety, Presence Interaction Other Customer, In-Shop Emotions dan pada akhirnya akan mempengaruhi Intention to Repatronage pada pelanggan di Surabaya. Manfaat dari penelitian dapat menambah dan memberikan wawasan baru mengenai pengaruh Customer Satisfaction terhadap Intention to Repatronage. Penelitian ini menggunakan metode kuantitatif yang datanya akan diperoleh dengan menggunakan teknik non-probability sampling dengan jenis snowball sampling, dan data akan dioleh menggunakan software SPSS versi 29. Kuisioner akan disebarkan kepada 140 responden yang memiliki karakteristik yaitu berjenis kelamin pria maupun wanita, berusia 17-50 tahun, berdomisili Surabaya, pernah melakukan pembelian di KKV untuk keperluan pribadi, pernah bertransaksi di KKV selama 2 kali dalam 3 bulan terakhir. / Humans do not escape basic needs such as household needs, as well as personal needs, where these needs will be met there are businesses or retail stores that are popping up in people's lives. Apart from being able to help people fulfill their daily needs, the retail business can also help the growth of the Indonesian economy due to its contribution to financial circulation in every activity of buying and selling goods. The purpose of this research is to analyze various variables that can influence Customer Satisfaction, including Merchandise Value, Internal Shop Environment, Interaction with Staff, Merchandise Variety, Presence Interaction with Other Customers, In-Shop Emotions and ultimately will influence Intention to Repatronage in customers KKV in Surabaya. The benefits of research can add and provide new insight into the influence of Customer Satisfaction on Intention to Repatronage. This research uses a quantitative method, the data will be obtained using a non-probability sampling technique with snowball sampling type, and the data will be collected using SPSS version 29 software. Questionnaires will be distributed to 140 respondents whose characteristics are male and female, aged 17- 50 years old, domiciled in Surabaya, has made purchases at KKV for personal needs, has made transactions at KKV 2 times in the last 3 months.

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