Edewelma, Ikma (2023) PERANAN KUALITAS PELAYANAN DAN STORE ATMOSPHERE DALAM MENGGAPAI LOYALITAS PELANGGAN YANG DI MEDIASI OLEH KEPERCAYAAN PADA GEMI-YURI PETSHOP. Masters thesis, STIE BANK BPD JATENG.
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Abstract
The purpose of this research are to : (1) Analyse the effect of employee quality services to pet shop customer loyalty, (2) Analyse the impact of store atmosphere to customer loyalty, (3) Analyse the impact of employee quality services to customer trust, (4) Analyse the effect of store atmosphere to customer trust, (5) Analyse the effect of pet shop customer trust to customer loyalty, (6) Analyse the effect of trust in mediating employee’s service quality to customer loyalty, (7) Analyse the effect of trust in mediating store atmosphere to customer loyalty. Data for analysis in this research is gathered from Gemi-Yuri pet shop customers. Solvin equation is used to determine of sample size. Based on calculations 100 data sample are required. The analysis from data sample gathered shows that (1) There is no effect on costumer service quality to costumer loyalty. (2) There is positive and significant effect on store atmosphere to customer loyalty. (3) There is positive and significant effect service quality to customer loyalty. (4) There is no effect on store atmosphere to customer trust. (5) There is positive and significant effect costumer trust to customer. (6) There is positive and significant effect on customer service quality to customer’s trust (7) There is no effect on costumer service quality to customer’s trust. Keywords : Service Quality, Store Atmosphere, Customer Trust, Customer Loyalty, Petshop
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | Tujuan penelitian yaitu: 1) Menganalisis pengaruh kualitas layanan pegawai petshop terhadap loyalitas pelanggan petshop, 2) Menganalisis pengaruh store atmosphere petshop terhadap loyalitas pelanggan petshop, 3) Menganalisis pengaruh kualitas pelayanan pegawai petshop terhadap kepercayaan pelanggan petshop, 4) Menganalisis pengaruh store atmosphere petshop terhadap kepercayaan pelanggan petshop, 5) Menganalisis pengaruh kepercayaan pelanggan petshop terhadap loyalitas pelanggan petshop, 6) Menganalisis pengaruh kepercayaan dalam memediasi kualitas pelayanan pegawai petshop terhadap loyalitas pelanggan petshop, 7) Menganalisis pengaruh kepercayaan dalam memediasi store atmosphere petshop terhadap loyalitas pelanggan petshop. Populasi penelitian ini adalah pelanggan Gemi-Yuri Petshop. Penentuan ukuran sampel menggunakan rumus Slovin dan jumlah sampel sebanyak 100. Hasil Penelitian yaitu: 1) Tidak terdapat pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan. 2) Terdapat pengaruh positif dan signifikan Store Atmosphere terhadap Loyalitas Pelanggan. 3) Terdapat pengaruh positif dan signifikan Kualitas Pelayanan terhadap Kepercayaan Pelanggan. 4) Terdapat pengaruh positif dan signifikan Store Atmosphere terhadap Kepercayan Pelanggan. 5) Terdapat pengaruh positif dan signifikan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan. 6) Terdapat pengaruh positif dan signifikan Kualitas Pelayanan dengan Loyalitas Pelanggan yang di mediasi Kepercayaan Pelanggan. 7) Tidak terdapat pengaruh antara Store Atmosphere dengan Loyalitas Pelanggan melalui Kepercayaan Pelanggan. Kata kunci : Kualitas Pelayanan, Store Atmosphere, Kepercayaan Pelanggan, Loyalitas Pelanggan, Petshop |
| Uncontrolled Keywords: | Kualitas Pelayanan, Store Atmosphere, Kepercayaan Pelanggan, Loyalitas Pelanggan, Petshop, Service Quality, Store Atmosphere, Customer Trust, Customer Loyalty |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce H Social Sciences > HG Finance S Agriculture > SF Animal culture |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 04 Sep 2023 04:25 |
| Last Modified: | 04 Sep 2023 04:25 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1396 |
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