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.

Text (Naskah Lengkap)
Farah Safira Rachmayanti, Ma.-IBS, 2015.pdf - Published Version

Download (1MB) | Preview
Text (Naskah Ringkas)
Farah Safira Rachmayanti, jurnal.pdf - Published Version

Download (1MB) | Preview
Official URL:


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: KODEPRODI61201#Manajemen
Depositing User: Mrs. Deli Apsa
Date Deposited: 30 Jul 2020 04:20
Last Modified: 18 Aug 2020 09:17

Actions (login required)

View Item View Item