Pranadetha, Alif (2025) Analisis Pengaruh Customer Perceived Values, Customer Engagement, dan Customer Satisfaction terhadap Customer Loyalty: Studi Kasus pada Industri Retail Fashion Pakaian. Masters thesis, Institut Teknologi Sepuluh Nopember.
![[thumbnail of 6032222012-Master_Thesis.pdf]](http://repository.its.ac.id/style/images/fileicons/text.png) |
Text
6032222012-Master_Thesis.pdf Restricted to Repository staff only until 1 April 2027. Download (5MB) | Request a copy |
Abstract
Pertumbuhan bisnis retail di Indonesia telah mengakibatkan persaingan yang semakin ketat di antara pelaku bisnis tersebut, mendorong setiap pelaku bisnis untuk bersaing lebih kompetitif dalam upaya persaingan mereka. Seiring berjalannya perkembangan industri fashion di Indonesia, perusahaan-perusahaan retail fashion pakaian bersaing dalam membuat produk berkualitas untuk menarik dan melibatkan pelanggan dalam membeli produk-produk mereka, dengan tujuan utama untuk loyalitas pelanggan. Ditambah hasil temuan 118 dari 126 responden menyatakan bahwa mereka cenderung untuk membandingkan produk dari berbagai merek sebelum melakukan pembelian. Sehingga, penelitian ini bertujuan untuk menguji hubungan customer perceived value, customer engagement, dan customer satisfaction terhadap customer loyalty di industri retail fashion pakaian. Metode analisis dilakukan secara kuantitatif dengan menyebarkan kuesioner kepada 235 sampel yang kemudian dianalisis menggunakan Structural Equation Modeling Partial Least Square (SEM-PLS). Hasil menunjukkan bahwa customer perceived value (Product Quality, Service Quality, dan Price Fairness), customer engagement, dan customer satisfaction (product dan brand satisfaction) memiliki hubungan positif dan signifikan terhadap customer loyalty. Terdapat implikasi manajerial yang dirancang untuk industri retail fashion pakaian dengan tujuan memperbaiki strategi mereka guna meningkatkan loyalitas pelanggan.
=================================================================================================================================
The growth of the retail business in Indonesia has led to increasing competition among industry players, pushing each to compete more aggressively in their marketing efforts. As the fashion industry in Indonesia continues to evolve, retail fashion companies are striving to create high-quality products to attract and engage customers, with the ultimate goal of fostering customer loyalty. Additionally, findings show that 118 out of 126 respondents tend to compare products from various brands before making a purchase. Therefore, this study aims to examine the relationships between customer perceived value, customer engagement, and customer satisfaction in relation to customer loyalty in the retail fashion industry. The analysis was conducted quantitatively by distributing questionnaires to 235 samples, which were then analyzed using Structural Equation Modeling Partial Least Square (SEM-PLS). The results indicate that customer perceived value (Product Quality, Service Quality, and Price Fairness), customer engagement, and customer satisfaction (product and brand satisfaction) have a positive and significant relationship with customer loyalty. Managerial implications have been designed for the fashion retail industry to refine their strategies and enhance customer loyalty.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Customer Engagement, Customer Loyalty, Customer Perceived Value, Customer Satisfaction, Structural Equation Modeling. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Alif Pranadetha |
| Date Deposited: | 04 Feb 2025 04:15 |
| Last Modified: | 04 Feb 2025 04:15 |
| URI: | http://repository.its.ac.id/id/eprint/118093 |
Actions (login required)
 |
View Item |