Febrianti, Khoirinnisa Verlina (2021) Pengaruh Kepuasan Pelanggan dan Nilai yang Dirasa terhadap Keterikatan Pelanggan Melalui Mediasi Kepercayaan Pelanggan Milenial Resto Kampoeng Steak di Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
The purpose of this study was to analyze the effect of Customer Satisfaction and Perceived Value on Customer Engagement trough mediation of millenial customer Trust at the Kampoeng Steak Restaurant in Surabaya. The sample in this study was the milleinal customer of Kampoeng Steak Restaurant in Surabaya as many as 100 respondents with a sampling technique using a non-probability sampling technique. The data collection method in this study was carried out by distributing online questionnaires via google form. The data analysis technique in this study used SEM WarpPLS Version 7.0. The results in this study prove that Customer Satisfaction and Perceived Value has a positive but no significant effect on Customer Engagement, in adition, it was also found that Customer Satisfaction and Perceived Value has a significant positive effect on trust. The results of the analysis also prove that Trust has a significant positive effect on Customer Engagement, and Customer Satisfaction and Perceived Value have a positive influence on customer engagement through Trust with a full mediation. Key words : Satisfaction, Perceived Value, Trust, Attachment
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | KHOIRINNISA VERLINA FEBRIANTI |
| Date Deposited: | 18 Nov 2021 17:11 |
| Last Modified: | 18 Nov 2021 17:11 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/8417 |
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