ANALISIS CUSTOMER EXPERIENCE DAN CUSTOMER SATISFACTION TERHADAP MINAT BELI ULANG PADA PD. MOCHI KASWARI LAMPION SUKABUMI
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Institusion
Universitas Muhammadiyah Sukabumi
Author
Amelina, Wenny
Subject
HB Economic Theory
Datestamp
2020-02-24 02:55:03
Abstract :
The research was aimed at determining customer experience and customer satisfaction toward repurchase intention at PD. Mochi Kaswari Lampion Sukabumi City. The research method applied was random sampling system in which questionnaires were spread out to 90 customers. The techniques of analyzing data applied were multiple linear regression, multiple correlation coefficient, and determination coefficient. For hypothesis test, partial (t test) and simultaneous (f test) statistic tests were applied. The result of the research by using determination coefficient test shows that (Adjuster R2) ratio is amounted to 0.528 which means that the influence of Customer Satisfaction and Customer Experience toward Repurchase Intention is amounted to 53.8% and the remaining 46.2% is influenced by other factors not explained in the research. Additionally, the multiple correlation coefficient test shows R ratio amounted to 0.734 which means that there is strong relationship between Customer Satisfaction and Customer Experience toward Repurchase Intention. According to the F test, it is found that sig. 0.000 < 0.05 which means that Customer Experience (X1) and Customer Satisfaction (X2) influence positively and significantly toward Repurchase Intention (Y). Based on the t test, Customer Satisfaction (X1) and Customer Experience (X2) gives partially significant influence toward Repurchase Intention (Y).
The research was aimed at determining customer experience and customer satisfaction toward repurchase intention at PD. Mochi Kaswari Lampion Sukabumi City. The research method applied was random sampling system in which questionnaires were spread out to 90 customers. The techniques of analyzing data applied were multiple linear regression, multiple correlation coefficient, and determination coefficient. For hypothesis test, partial (t test) and simultaneous (f test) statistic tests were applied. The result of the research by using determination coefficient test shows that (Adjuster R2) ratio is amounted to 0.528 which means that the influence of Customer Satisfaction and Customer Experience toward Repurchase Intention is amounted to 53.8% and the remaining 46.2% is influenced by other factors not explained in the research. Additionally, the multiple correlation coefficient test shows R ratio amounted to 0.734 which means that there is strong relationship between Customer Satisfaction and Customer Experience toward Repurchase Intention. According to the F test, it is found that sig. 0.000 < 0.05 which means that Customer Experience (X1) and Customer Satisfaction (X2) influence positively and significantly toward Repurchase Intention (Y). Based on the t test, Customer Satisfaction (X1) and Customer Experience (X2) gives partially significant influence toward Repurchase Intention (Y).
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