Pengaruh perceived service quality, perceived service environment, dan positive surprise terhadap re-purchase intentions melalui emotional satisfaction dan product perception pada Victoria's Secret Tunjungan Plaza Surabaya

Imelda, . (2018) Pengaruh perceived service quality, perceived service environment, dan positive surprise terhadap re-purchase intentions melalui emotional satisfaction dan product perception pada Victoria's Secret Tunjungan Plaza Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh perceived service quality, perceived service environment, dan positive surprise terhadap re-purchase intentions melalui emotional satisfaction dan product perception. Dalam penelitian ini, keenam variabel tersebut dianalisis menggunakan analisis SEM LISREL 8.80. Obyek penelitian ini adalah Victoria’s Secret Tunjungan Plaza Surabaya. Jumlah sampel yang digunakan dalam penelitian sebanyak 150 responden dengan teknik nonprobability sampling. Hasil penelitian menunjukkan bahwa model yang dibangun dapat memprediksi pembelian ulang konsumen secara terperinci hasil menjelaskan pada pengujian hipotesis pertama, perceived service quality berpengaruh positif terhadap emotional satisfaction, hipotesis kedua yaitu perceived service environment berpengaruh positif terhadap emotional satisfaction, dan hipotesis ketiga, positive surprise berpengaruh positif terhadap emotional satisfaction. Sedangkan hipotesis 4 dan 5 menunjukkan bahwa emotional satisfaction berpengaruh positif terhadap re-purchase intentions dan product perception. Dan terakhir, hipotesis 6 menunjukkan product perception berpengaruh positif terhadap repurchase intentions.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Perceived service quality, perceived service environment, positive surprise, emotional satisfaction, product perceptions, dan re-purchase intentions
Subjects: Business
Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 4978 not found.
Date Deposited: 25 Jan 2018 08:59
Last Modified: 25 Jan 2018 08:59
URI: http://repository.wima.ac.id/id/eprint/13314

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