Supangi, Levin and Lusli, Marcel Alvian (2019) Pengaruh customer experience terhadap emotional well-being dan customer loyalty pada layanan spa dan reflexology. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
This study aims to identify how the impact between customer experience on emotional well-being and customer loyalty in spa services and reflexology. This research approach is quantitative research and data collection methods using electronic questionnaires through Google forms. This research is aimed at all people who have used spa and reflexology services in the city of Jakarta, with a total of 300 people consisting of 109 men and 191 women. The instrument used for data collection was a questionnaire, which consisted of 23 indicators. Testing of the questionnaire was conducted with a validity and reliability test, and the tool used to analyze the data was SEM AMOS with the AMOS 24 program. The findings revealed that there was a positive relationship between Customer Experience and Emotional Well-Being among spa service users and reflexology, there was a relationship positive between Emotional Well-Being and Customer Loyalty for spa service and reflexology users, and there is a positive relationship between Customer Experience and Customer Loyalty for spa service and reflexology users. Penelitian ini bertujuan untuk mengidentifikasi bagaimana dampak antara customer experience terhadap emotional well-being dan customer loyalty pada layanan spa dan reflexology. Pendekatan penelitian ini adalah penelitian kuantitatif dan metode pengumpulan data menggunakan kuesioner elektronik melalui Google forms. Penelitian ini ditujukan kepada seluruh masyarakat yang pernah menggunakan layanan spa dan reflexology di kota Jakarta, dengan jumlah 300 orang yang terdiri atas 109 orang laki-laki dan 191 orang perempuan. Instrumen yang digunakan untuk pengumpulan data adalah kuesioner, yang terdiri atas 23 indikator. Pengujian terhadap kuesioner dilakukan dengan uji validitas dan uji reabilitas, dan alat yang digunakan untuk menganalisis data adalah SEM AMOS dengan program AMOS 24. Hasil temuan mengungkapkan bahwa ada hubungan positif antara Customer Experience dan Emotional Well-Being pada pengguna layanan spa dan reflexology, ada hubungan positif antara Emotional Well-Being dan Customer Loyalty pada pengguna layanan spa dan reflexology, dan ada hubungan positif antara Customer Experience dan Customer Loyalty pada pengguna layanan spa dan reflexology.
Item Type: | Thesis (Bachelor) | |||||||||
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Uncontrolled Keywords: | customer experience; emotional well-being; customer loyalty; spa reflexology | |||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | |||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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Depositing User: | Levin Supangi | |||||||||
Date Deposited: | 30 Jan 2020 09:31 | |||||||||
Last Modified: | 01 Nov 2023 06:11 | |||||||||
URI: | http://repository.uph.edu/id/eprint/6490 |
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