PENGARUH CUSTOMER EXPERIENCE TERHADAP INTENTION TO REPATRONAGE MELALUI CUSTOMER SATISFACTION PADA RANCH MARKET DI SURABAYA
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Abstract
Abstrak – Penelitian ini bertujuan untuk menganalisis pengaruh dari Customer Experience terhadap Intention to Repatronage melalui Customer Satisfaction bagi konsumen Ranch Market surabaya. Pengolahan data penelitian ini menggunakan Structural Equation Modelling (SEM) dengan program Statistical Package for Social Sciences (SPSS) versi 18 dan Lisrel 8.7. 200 responden diambil dari pelanggan atau konsumen yang melakukan pembelian di Ranch Market di Surabaya, minimal sebanyak 1 kali dalam 6 bulan terakhir dalam kurun waktu 1 tahun teakhir. Hasil penelitian ini menemukan Merchandise Assortment, Interaction With Staff, dan Customer Satisfaction berpengaruh positif dan signifikan terhadap Intention to Repatronage. Sedangkan untuk Internal Shop Environment, In-Shop Emotion dan Presence Other Customer Interaction tidak memiliki pengaruh terhadap Intention to Repatronage
Kata kunci: Customer Experience, Customer Satisfaction, Intention to Repatronage.
Abstract – This study aims to analyze the effect of Customer Experience on Intention to Repatronage which in mediation by Customer Satisfaction for Customer Ranch Market in Surabaya. Data processing in this research using Structural Equation Modeling (SEM) with Statistical Package for Social Sciences program (SPSS) version 18 and Lisrel 8.7. 200 respondents were taken from customer who are buying in Ranch Market minimum once a time at least 6 month in the last 1 year. The results of this study found that Merchandise Assortment, Interaction With Staff, dan Customer Satisfaction a positive and significant effect on Intention to Repatronage. While Internal Shop Environment, In-Shop Emotion dan Presence Other Customer Interaction has no influence on Intention to Repatronage
Keywords: Customer Experience, Customer Satisfaction, Intention to Repatronage.
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