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)
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Institusion

STIE Indonesia Banking School

Author

Rachmayanti, Farah Safira

Subject

HD28 Management. Industrial Management 

Datestamp

2024-07-18 03:54:54 

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 

File :
Farah Safira Rachmayanti, Ma.-IBS, 2015.pdf
Farah Safira Rachmayanti, jurnal.pdf