PENGARUH SERVICE QUALITY DAN STORE ATMOSPHERE TERHADAP CUSTOMER LOYALTY DAN CONSUMER SATISFACTION SEBAGAI VARIABEL MEDIASI (SURVEI PADA PELANGGAN FARMERS MARKET GRAND METROPOLITAN BEKASI)

AULIANI, MELIZA (2017) PENGARUH SERVICE QUALITY DAN STORE ATMOSPHERE TERHADAP CUSTOMER LOYALTY DAN CONSUMER SATISFACTION SEBAGAI VARIABEL MEDIASI (SURVEI PADA PELANGGAN FARMERS MARKET GRAND METROPOLITAN BEKASI). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Meliza Auliani, 2017; The Influence of Service Quality and Store Atmosphere Toward Customer Loyalty and Consumer Satisfaction as an Intervening Variabl (Survey on Customers of Farmers Market Grand Metropolitan Bekasi). Thesis, Jakarta. Marketing Concentration, Study Program S1 Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo, SE, M.Si & Usep Suhud, Ph.D. The purpose of this research is to tests empirically the influence of service quality and store atmosphere to customer loyalty and customer satisfaction as an intervening variable on customers of Farmers Market Grand Metropolitan Bekasi. The research design used was descriptive and causal, while the sample selection technique used was purposive sampling. Method of completion of data by survey method. The population in this study were customers who had been shopping at least twice during the last six months in the period from January to June 2017. The total sample in this study requires 200 respondents. Pilot study was conducted to 50 respondents. The analysis tool used in this research is SPSS 23 and LISREL 8.70. The results of this study indicate the service quality positive and significantly affect to customer loyalty. The store atmosphere positive and significantly affect customer loyalty. Consumer satisfaction positive and significantly affect customer loyalty. The service quality is negatively affect customer loyalty through consumer satisfaction. Store atmosphere positive and significantly affect customer loyalty through consumer satisfaction as an intervening variable. The goodness of fit value in the SEM fit model shows the GFI value of 0.83, RMSEA 0.063, CMIN /df 1.8, RMR 0.05, CFI and TLI 0.96, and AGFI 0.80. The results of this study are useful for Farmers Market retail stores and other retail business. Keywords: service quality, store atmosphere, consumer satisfaction, customer loyalty.

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