Putri, Lulu Chandra (2014) Pengaruh Customer Experience Quality terhadap Loyalitas Pelanggan : Survey pada member Helios Fitness Center Festival Citylink. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Industri kebugaran merupakan industri yang kompleks. Permasalahan pada penelitian ini adalah turunnya pertumbuhan jumlah member yang dialami oleh Helios Fitness Center Festival Citylink setiap tahunnya. Hal ini dapat menjadi penghambat Helios Fitness Center Festival Citylink dalam pengembangan usahanya. Tujuan dari penelitian ini adalah untuk mengetahui gambaran customer experience quality, loyalitas pelanggan dan untuk mengetahui seberapa besar pengaruh customer experience quality terhadap loyalitas pelanggan Helios Fitness Center Festival Citylink. Penelitian ini meliputi dua variabel yang diteliti, yaitu customer experience quality dan loyalitas pelanggan. Metode yang digunakan dalam penelitian ini adalah deskriptif dan verifikatif, dengan jumlah populasi 6310 orang dan sampel berjumlah 100 responden. Teknik pengambilan sampel dalam penelitian ini adalah purposive sampling. Teknik analisis yang digunakan adalah koefisien korelasi pearson dan analisis regresi linier sederhana. Hasil dari penelitian ini menunjukan bahwa customer experience quality berada pada kategori sedang dan loyalitas pelanggan berada pada kategori tinggi. Hasil perhitungan korelasi kedua variabel adalah 0,506 yang artinya hubungan antara customer experience quality dengan loyalitas pelanggan adalah sedang. Karena customer experience quality berpengaruh terhadap loyalitas pelanggan, maka saran untuk perusahaan adalah sebaiknya perusahaan lebih memperhatikan customer experience quality untuk meningkatkan loyalitas pelanggan. Fitness industry is a complex industry. The problems in this study is the decline in the growth ofthe number of members that experienced by Helios Fitness Center Festival Citylink each year. It can be a barrier Helios Fitness Center Festival Citylink in their business development. The purpose of this study was to determine the picture customer experience quality, customer loyalty and to know how much influence of the customer experience quality and customer loyalty of Helios Fitness Center Festival Citylink. In this study include two variables studied, the customer experience quality and customer loyalty. The method used in this research is descriptive and verification, with a population of 6310 people and sample of the 100 respondents. Sampling technique in this study is purposive sampling. The analysis technique used is the Pearson correlation coefficient and simple linear regression analysis. The results of this study indicate that the customer experience quality in middle category and customer loyalty at high category. The results ofthe calculation of the correlation between the two variables is 0.506, which means the relationship between the customer experience quality and customer loyalty at middle category. Because the effect on the customer experience quality and customer loyalty, the suggestion for the company is the company should pay more attention to customer experience quality to increase customer loyalty.
| Item Type: | Thesis (S1) |
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| Additional Information: | No. Panggil : S PEM PUT p-2014 ; Pembimbing : I. Vanessa Gaffar. |
| Uncontrolled Keywords: | Customer Experience Quality, Loyalitas Pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis |
| Depositing User: | Staf Koordinator 3 |
| Date Deposited: | 29 Jul 2015 07:58 |
| Last Modified: | 29 Jul 2015 07:58 |
| URI: | http://repository.upi.edu/id/eprint/15397 |
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