Friska Permata Sari, - (2019) PENGARUH CUSTOMER EXPERIENCE TERHADAP MINAT PEMBELIAN ULANG PAKET UMRAH DI PT PESONA MOZAIK KOTA CIREBON. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Perkembangan aktivitas bisnis dalam bidang jasa saat ini bertumbuh dengan pesat. Salah satunya adalah bisnis dibidang jasa travel. Umrah semakin diminati warga Indonesia karena dapat dijadikan sebagai alternatif antrian kuota haji yang lama. PT Pesona Mozaik adalah salah satu biro perjalanan umrah dari tahun 2014 sampai 2018 yang semakin tahun semakin meningkat tetapi tahun 2018 minat pembelian menurun. PT Pesona Mozaik menyediakan fasilitas pada pelanggan yang dapat menciptakan customer experience. Peneliti ini bertujuan untuk mengetahui dan menganalisa besarnya pengaruh customer experience terhadap minat pembelian ulang paket umrah di PT Pesona Mozaik. Metode yang digunakan adalah deskriptif dan verifikatif dengan respondennya adalah pelanggan yang pernah menggunakan paket umrah PT Pesona Mozaik sebanyak 90 responden. Teknik non probability sampling dengan metode purposive sampling. Kuesioner disebarkan dengan Google Form melalui media sosial whatsapp. Hasil penelitian ini menunjukkan bahwa gambaran Customer Experience dan Minat Pembelian Ullang tinggi. Hasil penelitian juga menunjukkan pengaruh yang postif antara customer experience terhadap minat pembelian ulang. Untuk meningkatkan minat pembelian ulang, PT Pesona Mozaik dilakukan dengan cara meyakinkan paket umrah yang lebih menarik. Selain itu PT Pesona Mozaik dapat menghubungkan suatu lingkungan yang lebih luas. ----- The development of business activities in the service sector is currently growing rapidly. One of them is a business in the field of travel services. Umrah is increasingly in demand by Indonesians because it can be used as an alternative to the long hajj quota queue. The long schedule of Hajj queues makes the reason people choose ' Umrah as an alternative to pilgrimage to mecca. This study aims to find out the customer experience using Umrah package at PT Pesona Mozaik Cirebon City, knowing re-purchase intention of Umrah package in PT Pesona Mozaik Cirebon City and knowing affect of customer experience towards re-purchase intention Umrah package at PT Pesona Mozaik Cirebon City. Therefore, the method used are descriptive and verivative which is the respondents are customers who have used PT Pesona Mozaik Kota Cirebon umrah package as many as 90 respondents. Non probability sampling technique with purposive sampling method where in determining the samples taken are required specific characteristics that make consideration in determining the sample is a customer who has used the services of PT Pesona Mozaik Tour and Travel Service in Cirebon City.The questionnaire was distributed with Google Form via whatsapp social media. The results of this study indicate that the description of Customer Experience and re-purchase intention are high. Other research results also indicate the influence of Customer Experience on repurchase intention. To increase repurchase intention, PT Pesona Mozaik is done by convincing more attractive Umrah packages. In addition, PT Pesona Mozaik can connect a wider environment.
| Item Type: | Thesis (S1) |
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| Additional Information: | No. Panggil: S PEM FRI p-2019; Pembimbing: I. Vanessa Gaffar, II. Ayu Krishna Yuliawati; NIM: 1505144 |
| Uncontrolled Keywords: | customer experience, minat beli |
| Subjects: | H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management L Education > L Education (General) |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan) |
| Depositing User: | Friska Permata Sari |
| Date Deposited: | 30 Jan 2020 07:12 |
| Last Modified: | 30 Jan 2020 07:12 |
| URI: | http://repository.upi.edu/id/eprint/36972 |
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