Analisis pengaruh faktor - faktor price fairness, perceived cleanliness, perceived value dan customer engagement terhadap customer satisfaction di Pilates ABC

Wiryanto, Natalia (2024) Analisis pengaruh faktor - faktor price fairness, perceived cleanliness, perceived value dan customer engagement terhadap customer satisfaction di Pilates ABC. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini dilakukan untuk mengetahui signifikansi pengaruh price fairness, perceived cleanliness, perceived value dan customer engagement terhadap customer satisfaction. Penelitian ini dilakukan di Pilates ABC dengan melibatkan 203 member. Pengumpulan data dilakukan dengan menyebarkan kuesioner berisi 30 pertanyaan dengan Skala Likert 1 – 5 berdasarkan metode convenience sampling. Data dianalisis dengan metode SEM berbasiskan PLS. Hasil penelitian ini menyatakan bahwa price fairness, perceived cleanliness, perceived value dan customer engagement memiliki pengaruh positif yang signifikan terhadap customer satisfaction di Pilates ABC. / The purpose of this study is to know the significance of the influence of price fairness, perceived cleanliness, perceived value and customer engagement on customer satisfaction. This study is applied in Pilates ABC using 203 members. Data are collected using 30 items questionnaires that measured with 1-5 Likert Scale and distributed with convenience sampling method. SEM method on PLS system is used to analyze the data. The study result suggest that price fairness, perceived cleanliness, perceived value and customer engagement have a significant positive influence on customer satisfaction at Pilates ABC.

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