Pengaruh Perceived Value, Perceived Quality dan Customer Satisfaction terhadap Customer Loyalty Warunk Upnormal di Jakarta

Abstract

Research is conducted to find out that there is a significant influence of the three variables, perceived value, perceived quality and customer satisfaction on Customer loyalty. This research was conducted based on the existence of a problem to consumer loyalty to a brand that is indicated due to perceived value, perceived quality and customer satisfaction. This research uses a descriptive research design through a quantitative approach with data collection using a survey method that produces 100 respondents through Google form. The sample in this study were consumers who had visited to make purchases and had visited at least two Warunk Upnormal outlets. The sample selection technique chosen in this study is the Convenience sampling technique. In this study, the findings show that the three independent variables studied were proven to have a significant influence on the dependent variable. Riset dilakukan guna mengetahui bahwa adanya pengaruh yang signifikan dari ketiga variabel, perceived value, perceived quality dan customer satisfaction terhadap Customer loyalty. Penelitian ini dilakukan berdasarkan adanya suatu masalah terhadap loyalitas konsumen atas sebuah merek yang terindikasi disebabkan oleh perceived value, perceived quality dan customer satisfaction. Penelitian ini menggunakan desain penelitian deskriptif melalui pendekatan kuantitatif dengan pengumpulan data menggunakan metode survei yang menghasilkan 100 responden melalui google form. Sampel pada penelitian ini adalah para konsumen yang pernah berkunjung untuk melakukan pembelian dan sudah pernah sedikitnya dua kali berkunjung ke gerai Warunk Upnormal. Teknik pemilihan sampel yang dipilih pada penelitian ini yaitu menggunakan teknik Convenience sampling. Dalam penelitian ini menghasilkan temuan bahwa ketiga variabel independen yang diteliti terbukti bahwa adnya pengaruh yang cukup signifikan terhadap variabel dependen.