PENGARUH CUSTOMER SATISFACTION, SERVICE QUALITY DAN SWITCHING BARRIER TERHADAP CUSTOMER RETENTION DALAM PERSPEKTIF BISNIS ISLAM (Studi Pada Konsumen Produk Miniso Store Mall Kartini Di Bandar Lampung)

Nadia, Alfitri (2025) PENGARUH CUSTOMER SATISFACTION, SERVICE QUALITY DAN SWITCHING BARRIER TERHADAP CUSTOMER RETENTION DALAM PERSPEKTIF BISNIS ISLAM (Studi Pada Konsumen Produk Miniso Store Mall Kartini Di Bandar Lampung). Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRAK Dalam era globalisasi dan digitalisasi, persaingan industri ritel semakin ketat akibat berkembangnya e-commerce yang mengubah pola konsumsi masyarakat. Miniso, sebagai salah satu pemain ritel aksesoris, menghadapi tantangan dalam mempertahankan pelanggan di tengah persaingan dan perubahan preferensi konsumen. Data penjualan Miniso Store Mall Kartini Maret–Agustus 2024 menunjukkan ketidakstabilan jumlah pelanggan dengan tren penurunan signifikan, sehingga diperlukan analisis faktor-faktor yang memengaruhi Customer Retention untuk merumuskan strategi yang efektif.. Penelitian ini bertujuan untuk menguji Pengaruh Customer Satisfaction, Service Quality Dan Switching Barrier Terhadap Customer Retention Dalam Perspektif Bisnis Islam. Penelitian ini menggunakan pendekatan kuantitatif dengan sampel sebanyak 100 konsumen Miniso Store Bandar Lampung. Kemudian teknik pengambilan sampel menggunakan teknik purposive sampling dan dihitung menggunakan rumus Lemeshow. Teknik pengumpulan data yaitu penyebaran kuesioner menggunakan skala likert. Metode analisis data menggunakan Structural equation modeling dengan menggunakan Partial Least Square dan kemudian data yang diperoleh diolah menggunakan software SmartPLS 4.1. Hasil penelitian Customer Satisfaction berpengaruh positif signifikan terhadap Customer Retention, Service Quality berpengaruh positif signifikan terhadap Customer Retention, Switching Barrier berpengaruh positif signifikan terhadap Customer Retention. ABSTRACT In the era of globalization and digitalization, competition in the retail industry has become increasingly fierce due to the growth of ecommerce, which has changed consumer behavior. Miniso, as one of the players in the accessories retail industry, faces challenges in retaining customers amid competition and changing consumer preferences. Sales data from Miniso Store Mall Kartini from March to August 2024 shows instability in customer numbers with a significant downward trend, necessitating an analysis of the factors influencing Customer Retention to formulate effective strategies. This study aims to examine the influence of Customer Satisfaction, Service Quality, and Switching Barriers on Customer Retention from an Islamic business perspective. This study employs a quantitative approach with a sample of 100 Miniso Store Bandar Lampung customers. The sampling technique uses purposive sampling and is calculated using the Lemeshow formula. Data collection involves distributing questionnaires using a Likert scale. Data analysis employs Structural Equation Modeling with Partial Least Squares, and the obtained data is processed using SmartPLS 4.1 software. The results of the study indicate that Customer Satisfaction has a significant positive effect on Customer Retention, Service Quality has a significant positive effect on Customer Retention, and Switching Barriers have a significant positive effect on Customer Retention.

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