HUBUNGAN ANTARA PENGALAMAN PELANGGAN (CUSTOMER EXPERIENCE) TERHADAP LOYALITAS PELANGGAN RESTORAN SOLARIA RATU PLAZA

Rachmadhany, Lianda (2013) HUBUNGAN ANTARA PENGALAMAN PELANGGAN (CUSTOMER EXPERIENCE) TERHADAP LOYALITAS PELANGGAN RESTORAN SOLARIA RATU PLAZA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

LIANDA RACHMADHANY. The Correlation between Customer Experience with Loyality On Customer of Solaria, Ratu Plaza. Thesis, Jakarta. Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, June 2014. The purpose of this research is to obtain valid and reliability datas or facts about the possibility correlation between customer experience with loyality on customer of solaria, ratu plaza. The research used survey method with the correlational approach. The research was conducted at ..............for two months from April 2014 until June 2014. The population in this study are ...................... The technique which is used in gathering the sample was simple random sampling about 40 residents. According to statistical computation, the regression equation is Ŷ = 59,73+ 0,281X. Test requirements analysis of the normality test error of estimated regression of Y on X (Y – Ŷ) to produce Lcount liliefors test = 0,0812, while the Ltable for n = 40 at 0,05 significant level is 0,157. Because the Lcount < Ltable then an error of estimated regression of Y on X (Y – Ŷ) is normally distributed. Testing linearity of regression produces Fcount < Ftable is Fcount = 1,87 < Ftable = 2,28, so it was concluded that the linear equation regression. From test significance regression produces Fcount > Ftable, which is Fcount = 20,29 > Ftable = 4,18, meaning that the regression equation is significant. Product Moment correlation coefficient of Pearson generating rxy = 0,590, it indicates there’s a positive correlation between brand trust with customer loyalty. Thereafter performed the test significance correlation coefficient using the t-test and the resulting tcount > ttable, which is tcount = 4,504 > ttable = 0,312. It can be concluded that the correlation between customer experience with loyality is significant. The coefficient of determination obtained for 34,81% which shows that 34,81% of the variation of loyality is determined by customer experience. The result of this research has proved the existence of a positive and significant correlation between customer experience with loyality on customer of solaria, ratu plaza.

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