Pengaruh Customer Experience Terhadap Loyalitas Pelanggan dengan Customer Statisfaction Sebagai Variabel Intervening Butik Plus Gallery Medan

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Dengan Custumer Satisfaction Sebagai Variabel Intervening Butik Plus Gallery Medan. Jenis penelitian yang dipakai dalam penelitian ini adalah penelitian kuantitatif. Metode pengumpulan data dilakukan dengan wawancara (interview), dengan daftar pertanyaan (questionnaire) dan studi dokumentasi. Populasi dalam penelitian ini adalah pelanggan Butik plus Gallery Medan yang berjumlah 89 orang. Sampel penelitian dengan metode sampling jenuh atau lebih dikenal dengan istilah sensus. Dalam penelitian ini jumlah populasi relative kecil yaitu sebanyak 89 orang. Pengolahan data dilakukan dengan menggunakan Partial Least Square (SmartPLS) yang mana telah diperoleh hasil terdapat pengaruh positif dan signifikan antara customer experience (X1) terhadap customer satisfaction (X2) konsumen Butik Plus Gallery Medan, terdapat pengaruh positif dan signifikan antara customer experience (X1) terhadap loyalitas pelanggan (Y) Butik Plus Gallery Medan dan terdapat pengaruh positif dan signifikan antara customer satisfaction (X2) terhadap loyalitas pelanggan (Y) Butik Plus Gallery Medan. This study aims to determine and analyze the effect of customer experience on customer loyalty with customer satisfaction as an intervening variable for Boutique Plus Gallery in Medan. The type of research used in this research is quantitative research. Data collection method is done by interview, with a list of question and study documentation. The population in this study were customers of the Boutique Plus Gallery Medan, amounting to 89 people. Research sample with saturated sampling method or better known as a cencus. In this study the population is relatively small namely as many as 89 people data processing is done using Partial Least Square (SmartPLS) which has been obtained that there is a positive and significant effect between customer experience (X1) on customer satisfaction (X2) consumers of Boutique Plus Gallery Medan, there is a positive and significant influence between customer experience (X1) on customer loyalty (Y) Butik Plus Gallery Medan and there is a positive and significant influence between customer satisfaction (X2) on customer loyalty (Y) Butik Plus Gallery Medan.