OMNICHANNEL CUSTOMER SATISFACTION: PERAN MEDIASI DAN MODERASI (Pada Pelanggan Indomart dan Alfamart)

Pata, Ervan Husnil (2025) OMNICHANNEL CUSTOMER SATISFACTION: PERAN MEDIASI DAN MODERASI (Pada Pelanggan Indomart dan Alfamart). Other thesis, Universitas Siliwangi.

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1. COVER.pdf
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2. PENGESAHAN.pdf
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3. PERNYATAAN.pdf
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4. ABSTRAK.pdf
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5. KATA PENGANTAR.pdf
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6. DAFTAR ISI.pdf
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7. BAB I.pdf
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8. BAB II.pdf
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9. BAB III.pdf
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10. BAB IV.pdf
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11. BAB V.pdf
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12. DAFTAR PUSTAKA.pdf
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13. LAMPIRAN.pdf
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14. RIWAYAT HIDUP.pdf
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Abstract

Tujuan penelitian ini untuk mengetahui dan menganalisis Omnichannel Customer Satisfaction: Peran Mediasi dan Moderasi (Pada Pelanggan Indomart dan Alfamart). Metode penelitian yang digunakan adalah metode survei dengan pendekatan kuantitatif. Jenis data yang digunakan merupakan data primer. Sampel dalam penelitian ini sebanyak 335 responden, dengan teknik sampling menggunakan non-probability sampling dengan metode purposive sampling. Alat analisis dalam penelitian ini menggunakan Structural Equation Modeling (SEM) serta diolah menggunakan software AMOS 24. Hasil analisis menunjukkan bahwa: Omnichannel integration quality berpengaruh positif terhadap omnichannel customer experience, Omnichannel integrated promotion berpengaruh positif terhadap omnichannel customer experience, Omnichannel integration quality berpengaruh positif terhadap omnichannel customer satisfaction, Omnichannel integrated promotion berpengaruh positif terhadap omnichannel customer satisfaction, Omnichannel customer experience berpengaruh positif terhadap omnichannel customer satisfaction, Time orientation dapat memoderasi hubungan antara omnichannel integration quality terhadap omnichannel customer experience, Time orientation dapat memoderasi hubungan omnichannel integrated promotion terhadap omnichannel customer experience, Omnichannel customer experience dapat memediasi hubungan omnichannel integration quality terhadap omnichannel customer satisfaction, Omnichannel customer experience dapat memediasi hubungan omnichannel integrated promotion terhadap omnichannel customer satisfaction.

Kata Kunci: omnichannel integration quality, omnichannel integrated promotion, time orientation, omnichannel customer experience, omnichannel customer satisfaction

Item Type:	Thesis (Other)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi > Manajemen
Depositing User:	user1 user1 user1
Date Deposited:	20 Feb 2026 05:57
Last Modified:	20 Feb 2026 05:57
URI:	https://repositori.unsil.ac.id/id/eprint/6106

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