The influence of shopping experience and perceived value on customer satisfaction and the impact of customer satisfaction on customer trust at Minimarket in jakarta

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Indyano, Dzaky Alfathan (2023) The influence of shopping experience and perceived value on customer satisfaction and the impact of customer satisfaction on customer trust at Minimarket in jakarta. Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

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Dzaky Alfathan Indyano - The Influence of Shopping Experience and Perceived Value on Customer Satisfaction and the Impact of Customer Satisfaction on Customer Trust at Minimarket in Jakarta.pdf
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Abstract

Nowadays, there are various shopping options in Indonesia, especially in Jakarta, one of which is a minimarket. Due to various competitors, minimarket owners must understand how to develop their marketing strategy from their customer must understand how to develop their marketing strategy from their customers' perspective to maintain customer satisfaction and trust. The purpose of this study is to determine (1) the influence of shopping experience on customer satisfaction, (2) the influence of perceived value on customer satisfaction, and (3) the impact of customer satisfaction on consumer trust in Jakarta minimarkets. This research will conduct at a minimarket in Jakarta. The research objects are: The role of shopping experience and perceived value as the independent variables, customer satisfaction as the mediating variable, and the last is customer trust as the dependent variable. The total population in this study was all minimarket customer in Jakarta. This study uses the non-probability sampling, called the purposive sampling method. In this method, only respondents with specific criteria can be the sample as the sample population. The analytical tool used in this study is SEM-PLS (Structural Equation Modeling) and uses the SmartPLS software. In the end, the shopping experience has an insignificant influence on customer satisfaction, but the perceived value has an influence on customer satisfaction. Moreover, customer satisfaction has a positive impact on customer trust at the minimarket in Jakarta.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Bachelor of Business Administration
Depositing User: Dede Faujiah
Date Deposited: 30 Mar 2023 03:15
Last Modified: 30 Mar 2023 03:15
URI: http://repository.ipmi.ac.id/id/eprint/1875

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