Analisis Pengaruh Customer Expectation, Customer Value, Dan Convenience, Serta Customer Experience Terhadap Satisfaction Dan Customer Loyalty Pada Pengguna Kangaroo Premier Di Kota Samarinda --Ed. 1

ABSTRACT
The purpose of this study was to analyze and prove the influence of
Customer Expectation on Satisfaction on Kangaroo Premier users in Samarinda
city, the influence of Customer Value on Satisfaction on Kangaroo Premier users
in Samarinda city, the influence of Convenience on Satisfaction on Kangaroo
Premier users in Samarinda city, Customer Experience in Satisfaction with
Kangaroo Premier users in Samarinda city, Customer Expectation influence on
Customer Loyalty on Kangaroo Premier users in Samarinda city, the influence of
Value on Customer Loyalty on Kangaroo Premier users in Samarinda city, the
influence of Convenience on Customer Loyalty to Kangaroo Premier users, the
influence of the Customer Experience on Customer Loyalty on Kangaroo Premier
users in Samarinda city, and the influence of Satisfaction on Customer Loyalty on
Kangaroo Premier users in Samarinda city. And this study uses a survey method
with 115 samples scattered in Samarinda city with the sampling technique
Accidental Sampling Method. Respondents were only interviewed once when
meeting (cross section). Data from respondents (Primary Data) are then
tabulated and tested using statistical methods. Data is collected using research
aids (questionnaires) that have been tested for validity and reliability. From the
results of the test all instruments of the research question were declared valid
(coefficient value> 0.30) and stated reliably (negative value> 0.60).
The results of the study after statistical tests using SEM-AMOS version
5.0 showed that the following results Customer Expectation positive was not
significantly affected Satisfaction on Kangaroo Premier users in Samarinda city,
Customer Value had a positif significant effect on Satisfaction on Kangaroo
Premier users in Samarinda city, Convenience positive significantly affected on
Satisfaction on Kangaroo Premier users in Samarinda city, Customer Experience
has a positive significant effect on Satisfaction on Kangaroo Premier users in
Samarinda city, Customer Expectation has a positive significant effect on
Customer Loyalty on Kangaroo Premier users in Samarinda city, Customer Value
has a positive significant effect on Customer Loyalty in Kangaroo Premier users
in Samarinda city, Convenience has a positive significant effect on Customer
Loyalty on for Kangaroo Premier users in Samarinda city, Customer Experience
has a positive significant effect on Customer Loyalty on Kangaroo Premier users
in Samarinda city, and Satisfaction has a negative significant effect on Customer
Loyalty at Kangaroo Premier users in Samarinda city.
Keyword: Customer Expectation, Customer Value, Convenience, Customer
Experience, Satisfaction, Customer Loyalty
ABSTRAK
Tujuan dari penelitian ini adalah untuk menganalisis dan membuktikan
pengaruh Customer Expectation terhadap Satisfaction pada pengguna Kangaroo
Premier di kota Samarinda, pengaruh Customer Value terhadap Satisfaction
pada pengguna Kangaroo Premier di kota Samarinda, pengaruh Convenience
terhadap Satisfaction pada pengguna Kangaroo Premier di kota Samarinda,
Customer Experience terhadap Satisfaction pada pengguna Kangaroo Premier di
kota Samarinda, pengaruh Customer Expectation terhadap Customer Loyalty
pada pengguna Kangaroo Premier di kota Samarinda, pengaruh Customer Value
terhadap Customer Loyalty pada pengguna Kangaroo Premier di kota
Samarinda, pengaruh Convenience terhadap Customer Loyalty pada pengguna
Kangaroo Premier di kota Samarinda, pengaruh Customer Experience terhadap
Customer Loyalty pada pengguna Kangaroo Premier di kota Samarinda, dan
pengaruh Satisfaction terhadap Customer Loyalty pada pengguna Kangaroo
Premier di kota Samarinda. Dan penelitian ini menggunakan metode survei
dengan sampel 115 yang tersebar di kota Samarinda dengan teknik pengambilan
sampel Accidental Sampling Methode. Responden hanya diwawancarai satu kali
ketika bertemu (cross section). Data dari responden (Primary Data) kemudian
ditabulasikan dan diuji menggunakan metode statistik. Data dikumpulkan dengan
menggunakan alat bantu penelitian (kuisioner) yang telah diuji tingkat validitas
dan reliabilitasnya. Dari hasil uji tersebut seluruh instrumen pernyataan penelitian
dinyatakan valid (nilai koefisien > 0.30) dan dinyatakan reliabel (nilai alpa > 0.60).
Hasil penelitian setelah dilakukan uji statistik dengan alat bantu SEMAMOS versi 5.0 menunjukan hasil sebagai berikut Customer Expectation
berpengaruh positif tidak signifikan terhadap Satisfaction pada pengguna
Kangaroo Premier di kota Samarinda, Customer Value berpengaruh positif
signifikan terhadap Satisfaction pada pengguna Kangaroo Premier di kota
Samarinda, Convenience berpengaruh positif signifikan terhadap Satisfaction
pada pengguna Kangaroo Premier di kota Samarinda, Customer Experience
berpengaruh signifikan terhadap Satisfaction pada pengguna Kangaroo Premier
di kota Samarinda, Customer Expectation berpengaruh positif signifikan terhadap
Customer Loyalty pada pengguna Kangaroo Premier di kota Samarinda,
Customer Value berpengaruh positif signifikan terhadap Customer Loyalty pada
pengguna Kangaroo Premier di kota Samarinda, Convenience berpengaruh
positif signifikan terhadap Customer Loyalty pada pengguna Kangaroo Premier di
kota Samarinda, Customer Experience berepengaruh positif signifikan terhadap
Customer Loyalty pada pengguna Kangaroo Premier di kota Samarinda, dan
Satisfaction berpengaruh negatif signifikan terhadap Customer Loyalty pada
pengguna Kangaroo Premier di kota Samarinda.
Keyword: Customer Expectation, Customer Value, Convenience, Customer
Experience, Satisfaction, Customer Loyalty