PERANAN KUALITAS PELAYANAN DAN STORE ATMOSPHERE DALAM MENGGAPAI LOYALITAS PELANGGAN YANG DI MEDIASI OLEH KEPERCAYAAN PADA GEMI-YURI PETSHOP
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Institusion
Sekolah Tinggi Ilmu Ekonomi Bank Bpd Jawa Tengah
Author
Edewelma, Ikma
Subject
H Social Sciences (General)
Datestamp
2023-09-04 04:25:09
Abstract :
The purpose of this research are to : (1) Analyse the effect of employee quality services to pet shop customer loyalty, (2) Analyse the impact of store atmosphere to customer loyalty, (3) Analyse the impact of employee quality services to customer trust, (4) Analyse the effect of store atmosphere to customer trust, (5) Analyse the effect of pet shop customer trust to customer loyalty, (6) Analyse the effect of trust in mediating employee?s service quality to customer loyalty, (7) Analyse the effect of trust in mediating store atmosphere to customer loyalty. Data for analysis in this research is gathered from Gemi-Yuri pet shop customers. Solvin equation is used to determine of sample size. Based on calculations 100 data sample are required. The analysis from data sample gathered shows that (1) There is no effect on costumer service quality to costumer loyalty. (2) There is positive and significant effect on store atmosphere to customer loyalty. (3) There is positive and significant effect service quality to customer loyalty. (4) There is no effect on store atmosphere to customer trust. (5) There is positive and significant effect costumer trust to customer. (6) There is positive and significant effect on customer service quality to customer?s trust (7) There is no effect on costumer service quality to customer?s trust. Keywords : Service Quality, Store Atmosphere, Customer Trust, Customer Loyalty, Petshop
The purpose of this research are to : (1) Analyse the effect of employee quality services to pet shop customer loyalty, (2) Analyse the impact of store atmosphere to customer loyalty, (3) Analyse the impact of employee quality services to customer trust, (4) Analyse the effect of store atmosphere to customer trust, (5) Analyse the effect of pet shop customer trust to customer loyalty, (6) Analyse the effect of trust in mediating employee?s service quality to customer loyalty, (7) Analyse the effect of trust in mediating store atmosphere to customer loyalty. Data for analysis in this research is gathered from Gemi-Yuri pet shop customers. Solvin equation is used to determine of sample size. Based on calculations 100 data sample are required. The analysis from data sample gathered shows that (1) There is no effect on costumer service quality to costumer loyalty. (2) There is positive and significant effect on store atmosphere to customer loyalty. (3) There is positive and significant effect service quality to customer loyalty. (4) There is no effect on store atmosphere to customer trust. (5) There is positive and significant effect costumer trust to customer. (6) There is positive and significant effect on customer service quality to customer?s trust (7) There is no effect on costumer service quality to customer?s trust. Keywords : Service Quality, Store Atmosphere, Customer Trust, Customer Loyalty, Petshop
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