Pengaruh Perceived Comitment dan Customer Experience Terhadap Customer Loyality dengan Customer Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Konsumen Informa Kudus)

Mahardika, Ardian (2024) Pengaruh Perceived Comitment dan Customer Experience Terhadap Customer Loyality dengan Customer Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Konsumen Informa Kudus). Other thesis, STIE Bank BPD Jateng.

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Abstract

This study aims to analyze the effect of Perceived Commitment and Customer Experience on Customer Satisfaction and Customer Loyalty of PT Informa Kudus consumers. This study uses a quantitative approach with the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method. Data were collected through questionnaires distributed to 100 respondents who are consumers of PT Informa Kudus. The results of the study indicate that Perceived Commitment and Customer Experience have a positive and significant effect on Customer Satisfaction. Customer Experience also has a positive and significant effect on Customer Loyalty, while Perceived Commitment does not have a significant direct effect on Customer Loyalty without mediation of customer satisfaction. In addition, Customer Satisfaction is proven to mediate the relationship between Customer Experience and Perceived Commitment on Customer Loyalty. In conclusion, to increase customer loyalty, PT Informa Kudus needs to focus on improving customer experience and strengthening the perception of company commitment, which will ultimately increase consumer satisfaction and loyalty. This study provides important managerial implications for companies in designing strategies to maintain and increase customer loyalty. Keywords: Perceived Commitment, Customer Experience, Customer Satisfaction, Customer Loyalty

Item Type:	Thesis (Other)
Additional Information:	Penelitian ini bertujuan untuk menganalisis pengaruh Perceived Commitment dan Customer Experience terhadap Customer Satisfaction dan Customer Loyalty pada konsumen PT Informa Kudus. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Structural Equation Modeling-Partial Least Squares (SEM-PLS). Data dikumpulkan melalui kuesioner yang disebarkan kepada 100 responden yang merupakan konsumen PT Informa Kudus.Hasil penelitian menunjukkan bahwa Perceived Commitment dan Customer Experience memiliki pengaruh positif dan signifikan terhadap Customer Satisfaction. Customer Experience juga berpengaruh positif dan signifikan terhadap Customer Loyalty, sementara Perceived Commitment tidak memiliki pengaruh langsung yang signifikan terhadap Customer Loyalty tanpa mediasi kepuasan pelanggan. Selain itu, Customer Satisfaction terbukti memediasi hubungan antara Customer Experience dan Perceived Commitment terhadap Customer Loyalty. Kesimpulannya, untuk meningkatkan loyalitas pelanggan, PT Informa Kudus perlu fokus pada peningkatan pengalaman pelanggan dan memperkuat persepsi komitmen perusahaan, yang pada akhirnya akan meningkatkan kepuasan dan loyalitas konsumen. Penelitian ini memberikan implikasi manajerial penting bagi perusahaan dalam merancang strategi untuk mempertahankan dan meningkatkan loyalitas pelanggan.
Uncontrolled Keywords:	Perceived Commitment, Customer Experience, Customer Satisfaction, Customer Loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S2
Date Deposited:	13 Sep 2024 08:27
Last Modified:	13 Sep 2024 08:27
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/2329

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