Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Produk Laku.Id

Maghfiroh, Romadhona Ana (2026) Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Produk Laku.Id. Skripsi thesis, STIE YKPN YOGYAKARTA.

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Abstract

This study aims to analyze the factors influencing customer loyalty toward Laku.Id products in physical retail stores in Yogyakarta. Customer loyalty is a critical determinant of business sustainability in the fashion retail industry, particularly amid increasing competition and digital disruption. This research adopts a quantitative approach with an explanatory research design. Primary data were collected through questionnaires distributed to 194 respondents who are repeat customers of Laku.Id. The independent variables examined include product quality, customer service, and innovation, while customer loyalty—encompassing behavioral and emotional loyalty—serves as the dependent variable. Data were analyzed using multiple linear regression with SPSS software. The results indicate that product quality and innovation have a positive and significant effect on customer loyalty. In contrast, customer service does not show a significant influence on customer loyalty. These findings suggest that customer loyalty at Laku.Id is primarily driven by customers’ evaluations of product quality and the firm’s ability to continuously innovate, rather than by customer service aspects. This study contributes theoretically to the customer loyalty literature in the context of physical fashion retail and provides practical insights for Laku.Id’s management in formulating effective strategies to strengthen long-term customer loyalty

Item Type: Thesis (Skripsi)
Additional Information: Tugas Akhir ini bisa dilihat di perpustakaan dengan Call Number MAG A 730/2026
Uncontrolled Keywords: customer loyalty, product quality, customer service, innovation, fashion retail.
Subjects: MANAJEMEN > Kewirausahaan
Divisions: Program Pasca Sarjana > Jurnal Tesis Magister Manajemen
Depositing User: Unnamed user with email webmaster@stieykpn.ac.id
Date Deposited: 22 Jul 2026 03:27
Last Modified: 22 Jul 2026 03:27
URI: http://repositorybaru.stieykpn.ac.id/id/eprint/3659

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