Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store
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...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| _version_ | 1826046424031166464 |
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| author | , Nian Reviana , Dr. Ike Janita Dewi, M.B.A., |
| author_facet | , Nian Reviana , Dr. Ike Janita Dewi, M.B.A., |
| author_sort | , Nian Reviana |
| collection | UGM |
| description | 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. |
| first_indexed | 2024-03-13T22:52:52Z |
| format | Thesis |
| id | oai:generic.eprints.org:120446 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:52:52Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1204462016-03-04T08:41:26Z https://repository.ugm.ac.id/120446/ Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store , Nian Reviana , Dr. Ike Janita Dewi, M.B.A., ETD 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. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , Nian Reviana and , Dr. Ike Janita Dewi, M.B.A., (2013) Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60477 |
| spellingShingle | ETD , Nian Reviana , Dr. Ike Janita Dewi, M.B.A., Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store |
| title | Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store |
| title_full | Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store |
| title_fullStr | Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store |
| title_full_unstemmed | Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store |
| title_short | Analisis Pengaruh Manfaat Utilitarian dan Hedonik pada Kepuasan dan Loyalitas Pelanggan Member dan Non Member Centro Department Store |
| title_sort | analisis pengaruh manfaat utilitarian dan hedonik pada kepuasan dan loyalitas pelanggan member dan non member centro department store |
| topic | ETD |
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