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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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The purpose of this research was conducted to identify the effect of
functional benefits, symbolic benefits, experiential benefits and customer
satisfaction towards loyalty intention from the customer who use The Body Shop.
With a high market demand on cosmetics nowadays, producers are required
to compete to meet costumer's expectations. This research was a quantitative
descriptive research. There were 153 respondents which were gathered by
convenience sampling.
The results showed that functional benefits, symbolic benefits and
experiential benefits had a positive and significant affect toward customer
satisfaction. Furthermore, this research also showed that customer satisfaction
had a positive and significant effect on loyalty intention.
Keywords: loyalty intention, customer satisfaction, experiential benefits,
functional benefits, symbolic benefits

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Detail Information

Series Title

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Call Number

S 111522 FAR a

Publisher

Jakarta : STIE Indonesia Banking School., 2015

Collation

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Language

Indonesia

ISBN/ISSN

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Classification

658.07

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Skripsi IBS (Manajemen)

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Statement of Responsibility

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