Analisis Pengaruh Perceived Value, Convenience dan Environment serta Customer Experience Terhadap Loyalty Melalui Customer Satisfaction pada konsumen Hypermart di Samarinda” --Ed. 1

ABSTRACT
This research aims to analyse the effect of Perceived Value,Convenience,
and Environment and Customer Experience on Loyalty through Customer
Satisfaction On Hypermart Consumers in Samarinda. This research used
quantitative method with used SPSS Ver.23 and Structural Equation Model
(SEM) with software IBM AMOS 5. In total used 133 participant were domicilie in
Samarinda City.
The result of research shows that 6 (six) hypotheses have significant
impact and 3 (three) hypotheses have not significant impact. Social influence,
Perceived Value on Customer Satisfaction, Environment on Customer
Satisfaction, Customer Experience on Customer satisfaction, Convenience on
Loyalty, Customer Experience on Loyalty and Customer Satisfaction on Loyalty
have significant impact . But, Convenience on Customer Satisfaction,Perceived
Value and Enviornment on Loyalty have not significant impact.
Keywords : Perceived Value, Convenience , Environment , Customer
Experience, Customer Satisfaction, Loyalty, Hypermart
ABSTRAK
Penelitian ini bertujuan untuk menganalisis pengaruh Perceived Value,
Convenience dan Environment serta Customer Experience terhadap Loyalty
pada konsumen Hypermart di samarinda. Penelitian ini menggunakan
pendekatan kuantitatif dengan menggunakan software SPSS ver.23 dan
Structural Equation Model (SEM) dengan software IBM AMOS 5. Penelitian ini
menggunakan sampel sebanyak 133 responden di Kota Samarinda.
Hasil penelitian menunjukkan bahwa terdapat 6 hipotesis yang
berpengaruh signifikan dan 3 hipotesis yang berpengaruh tidak signifikan.
Perceived Value terhadap Customer Satisfaction, Environment terhadap
Customer Satisfaction, Customer Experience terhadap Customer satisfaction,
Convenience terhadap Loyalty, Customer Experience terhadap Loyalty dan
Customer Satisfaction terhadap Loyalty berpengaruh signifikan. Namun,
Convenience terhadap Customer Satisfaction,Perceived Value dan Enviornment
terhadap Loyalty tidak signifikan.
Kata Kunci : Perceived Value, Convenience , Environment , Customer
Experience, Customer Satisfaction, Loyalty, Hypermart