Rachmayanti, Farah Safira (2016) Analisis'Peran'Functional*Benefits,'Symbolic*Benefits,'Experiential*Benefits'dan'Customer*Satisfaction'sebagai'Pembentuk'Loyalty*Intention'pada'Customer'The'Body'Shop'(Telaah'Pada':'The'Body'Shop'Di'Wilayah'Jakarta). S1 thesis, STIE Indonesia Banking School.
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Farah Safira Rachmayanti, Ma.-IBS, 2015.pdf - Published Version Download (1MB) | Preview |
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Abstract
The purpose of this research was conducted to identify the effect of functional benefits, symbolic benefits, experiential benefitsand customer satisfaction towards loyaltyintention from the customer who use The Body Shop. With a high market demandoncosmeticsnowadays, producers arerequired to compete to meet costumer's expectations. This research was a quantitative descriptive research. There were 153 respondents whichwere gathered by convenience sampling The results showed that functional benefits, symbolic benefits and experiential benefitshad a positive and significant affect toward customer satisfaction. Furthermore, this research also showed that customer satisfaction had a positive and significant effect onloyaltyintention. Keywords:loyalty intention, customer satisfaction, experiential benefits, functional benefits, symbolic benefits
| Item Type: | Thesis (S1) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Prodi S1 Manajemen |
| Depositing User: | Mrs. Deli Apsa |
| Date Deposited: | 30 Jul 2020 04:20 |
| Last Modified: | 18 Aug 2020 09:17 |
| URI: | http://repository.ibs.ac.id/id/eprint/542 |
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