Palit, Seisy Elvira (2020) analisis pengaruh store attributes terhadap perceived relationship investment, perceived relationship quality, dan attitudinal loyalty dari pelanggan Metro Department Store di Surabaya. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Pertumbuhan bisnis ritel di Indonesia menunjukkan angka yang cukup signifikan. Dalam hal ini menuntut perusahaan ritel untuk dapat memenuhi kebutuhan pelanggan dan menyesuaikan keinginan pelanggan sehingga perusahaan harus mampu mendeteksi apa yang menjadi kebutuhan pasar dan keinginan konsumen. Oleh karena itu hadirnya METRO Department Store sangat berpengaruh dalam perkembangan industri ritel, khususnya di Surabaya. Penelitian ini ditujukan untuk menganalisa pengaruh variabel Store Attributes terhadap Perceived Relationship Investment, Perceived Relationship Quality dan Attitudinal Loyalty dari pelanggan METRO Department Store di Surabaya. Sampel yang digunakan pada penelitian ini yaitu pada pria dan wanita, berusia 18-60 tahun yang tinggal di kota Surabaya sejumlah 145 responden yang pernah mengunjungi dan membeli di METRO Department Store, pernah menggunakan produk yang dibeli di METRO Department Store, merupakan member aktif, dan yang mengetahui layanan pasca pembelian di METRO Department Store. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan SPSS 22 sebagai software untuk mengolah data. Temuan empiris tersebut mengindikasi bahwa hubungan Post Transaction Service berpengaruh terhadap Perceived Relationship Investment dengan koefisien regresi sebesar 0.120, Direct Mail memiliki pengaruh terhadap Perceived Relationship Investment dengan koefisian regresi sebesar 0.115, Interpersonal Communication memiliki pengaruh terhadap Perceived Relationship Investment dengan koefisian regresi sebesar 0.138, Preferential Treatment memiliki pengaruh terhadap Perceived Relationship Investment dengan koefisian regresi sebesar 0.104, Store Atmosphere memiliki pengaruh terhadap Perceived Relationship Investment dengan koefisian regresi sebesar 0.164, Merchandise memiliki pengaruh terhadap Perceived Relationship Investment dengan koefisian regresi sebesar 0.497, Perceived Relationship Investment memiliki pengaruh terhadap Perceived Relationship Quality dengan koefisian regresi sebesar 0.658, dan Perceived Relationship Quality memiliki pengaruh terhadap Attitudinal Loyalty dengan koefisian regresi sebesar 0.505. Kata Kunci: Post Transaction Service, Direct Mail, Interpersonal Communication, Preferential Treatment, Store Atmosphere, Merchandise, Perceived Relationship Investment, Perceived Relationship Quality, Attitudinal Loyalty
Item Type: | Thesis (Bachelor) | ||||||||||||
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Uncontrolled Keywords: | post transaction service; direct mail; interpersonal communication; preferential treatment; store atmosphere; merchandise; perceived relationship investment; perceived relationship quality; attitudinal loyalty | ||||||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management Current > Faculty/School - UPH Surabaya > Business School > Master of Management |
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Depositing User: | Users 6468 not found. | ||||||||||||
Date Deposited: | 19 Feb 2021 05:03 | ||||||||||||
Last Modified: | 19 Feb 2021 05:03 | ||||||||||||
URI: | http://repository.uph.edu/id/eprint/15782 |
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