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PENGARUH PENGALAMAN PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN (Studi pada Pelanggan Cokelat Klasik Cafe Malang)

Anggara, Mas Agung Wimbo Yudha (2018) PENGARUH PENGALAMAN PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN (Studi pada Pelanggan Cokelat Klasik Cafe Malang). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this research to examine the influence of the customer experience and quality service toward the customer loyalty through the customer satisfaction (a study to the customer of Coklat Klasik Cafe Malang). This research uses samples of 155 respondents that is customer of Cokelat Klasik Cafe Malang. The method to take the sample using purposive sampling technique and using quisionaires as the data collection. The data analisys using path analysis. The result of this research reveal that the customer experience have positive effect and significant toward the customer satisfaction. Service quality have positive effect and significant toward the customer satisfaction. The customer experience have positive effect and significant toward the customer loyalty. The service quality have positive effect and significant toward the customer loyalty. The customer satisfaction have positive effect and significant toward the customer loyalty. The customer experience have positive effect and significant toward the customer loyalty. The service quality have postive effect and significant toward the customer loyalty through the customer satisfaction.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201410160311101
Keywords: customer experience, customer loyalty, customer satisfaction, service quality
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 19 Nov 2018 11:10
Last Modified: 19 Nov 2018 11:10
URI : http://eprints.umm.ac.id/id/eprint/40403

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