INTEGRASI PENGALAMAN DAN KEPUASAN PELANGGAN, DAN WORD OF MOUTH INTENTION TERHADAP LOYALITAS PELANGGAN DIMODERASI OLEH HARGA PADA MEREK SKINTIFIC
Abstract
Penelitian ini menginvestigasi integrasi antara pengalaman pelanggan, kepuasan pelanggan, dan word of mouth intention terhadap loyalitas pelanggan pada merek Skintific dan harga sebagai variabel moderasi. Di era saat ini, industri kosmetik Indonesia mengalami pertumbuhan pesat, didorong oleh perubahan sikap masyarakat yang semakin sadar akan perawatan diri. Fenomena ini memicu kemunculan banyak merek baru dan menghasilkan persaingan ketat yang tentunya menjadi tantangan dalam mempertahankan loyalitas pelanggan. Maka diperlukan penelitian mendalam mengenai loyalitas pelanggan dengan faktor-faktor pendorongnya. Penelitian ini dilaksanakan dari Oktober 2023 - November 2023. Penelitian ini diterapkan dengan pendekatan kuantitatif dan metode pengumpulan data adalah kuesioner online Google Forms yang disebarkan kepada 320 sampel. Data diolah dengan program SPSS 26 dan AMOS 24. Hubungan antar variabel dikaji dengan teknik analisis regresi linier berganda. Hasil temuan dari penelitian ini menunjukan bahwa integrasi pengalaman pelanggan, kepuasan pelanggan, dan word of mouth intention berpengaruh positif terhadap loyalitas pelanggan. Namun, temuan menarik adalah harga memoderasi hubungan antara integrasi pengalaman pelanggan, kepuasan pelanggan, dan niat word of mouth intention terhadap loyalitas pelanggan. Hasil penelitian ini diharapkan dapat menyajikan pandangan mendalam mengenai peran harga sebagai faktor moderasi yang dapat memengaruhi hubungan antara pengalaman pelanggan, kepuasan pelanggan, dan word of mouth intention terhadap loyalitas pelanggan.
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