Pengaruh omni-channel integration quality terhadap omni-channel perceived value, customer satisfaction dan customer loyalty pada Sephora di Surabaya

Jaya, Fanny Lie (2019) Pengaruh omni-channel integration quality terhadap omni-channel perceived value, customer satisfaction dan customer loyalty pada Sephora di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Omni-channel Integration Quality terhadap Customer Loyalty melalui Omni-channel Perceived Value dan Customer Satisfaction pada Sephora di Surabaya. Penelitian ini menggunakan metode kuantitatif dan data yang digunakan dalam penelitian ini adalah data primer. Jumlah sampel yang digunakan dalam penelitian ini adalah sebanyak 180 responden dengan teknik penyampelan nonprobability sampling menggunakan puposive sampling. Teknik analisis yang digunakan adalah analisis SEM dengan bantuan program LISREL. Hasil penelitian ini menunjukkan bahwa Omni-channel Integration Quality tidak signifikan terhadap Omni-channel Perceived Value, Omni-channel Integration Quality signifikan terhadap Customer Satisfaction, Omni-channel Perceived Value signifikan terhadap Customer Satisfaction, Omni-channel Integration Quality tidak signifikan terhadap Customer Loyalty, Omni-channel Perceived Value signifikan terhadap Customer Loyalty, Customer Satisfaction signifikan terhadap Customer Loyalty.

Item Type:	Thesis (Undergraduate)
Department:	S1 - Manajemen
Contributors:	Contribution Contributors NIDN / NIDK Email Thesis advisor Widyarini, Lydia Ari NIDN0727036701 lydiaari@ukwms.ac.id Thesis advisor Junaedi, Marliana NIDN0725127401 marliana@ukwms.ac.id
Uncontrolled Keywords:	Omni-channel Integration Quality, Omni-channel Perceived Value, Customer Satisfaction, Customer Loyalty
Subjects:	Business > Management
Divisions:	Faculty of Business > Management Undergraduate Study Program
Depositing User:	Users 7870 not found.
Date Deposited:	23 Jan 2020 06:21
Last Modified:	06 Feb 2020 09:05
URI:	http://repository.ukwms.ac.id/id/eprint/20805

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