Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store
| Main Authors: | , Nian Reviana, , Dr. Ike Janita Dewi, M.B.A., |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/120446/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60477 |
Daftar Isi:
- Shopping is an activity that consumers do to obtain benefits. The aim of this research is to examine how utilitarian and hedonic benefits achieved from shopping affect the customer�s satisfaction, loyalty, and word-of-mouth. This research also aims to see if there is any difference between member and non member customer in benefits, satisfaction, loyalty, and word-of-mouth. Data were collected from questionnaire spread to 160 respondents who are customer of Centro Department Store, both member and non-member. The result shows that the benefits customers obtained are an important factors to create satisfaction which will cause them to be loyal and spread positive word-of-mouth. This research also find that there were significant differences in terms of hedonic benefit, satisfaction, loyalty, and word-of-mouth between member and non-member customers, where the member customers experienced more hedonic benefits which lead them to be more satisfied, loyal, and spread positive word-of-mouth compared to non member customers.