| dc.contributor.author | Leoparjo, Fabiola | |
| dc.date.accessioned | 2026-03-04T05:29:35Z | |
| dc.date.available | 2026-03-04T05:29:35Z | |
| dc.date.issued | 2022-06-02 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/9270 | |
| dc.description | School of Tourism – Culinary Business is a study program that focuses on creating business opportunities through innovation, creativity, and an entrepreneurial mindset to create a Culinary Entrepreneur. The curriculum is arranged with both theory and practical classes as well as entrepreneurship materials. During the Covid-19 Pandemic, the study program has been adapting to the online learning activity to maintain the students’ satisfaction and retention. Therefore, the purpose of this study is to test and analyze the influence of online learning service quality on customer satisfaction as well as the influence of customer satisfaction on customer retention. The population of the research is active students who enrolled in 2019,2020, and 2021 with online learning as a primary method of studying. Survey data collected from 217 students with a simple random sampling method were analyzed by structural equation modeling using SmartPLS 3.3.2. The result of this research shows that online learning service quality has a significant influence on customer satisfaction, as well as customer satisfaction has a significant influence on customer retention. | en_US |
| dc.description.abstract | Program Studi Pariwisata – Bisnis Kuliner adalah program studi yang berfokus pada menciptakan kesempatan bisnis, inovasi, kreativitas, dan pemikiran entrepreneur untuk menghasilkan seorang Culinary Entrepreneurs. Kurikulum tersusun dari kelas teori, kelas praktik, dan materi entrepreneurship. Pada masa Pandemi Covid 19, program studi harus beradaptasi untuk dapat menjalankan kegiatan pembelajaran daring agar dapat terus mempertahankan kepuasan dan melakukan retensi mahasiswa. Oleh karena itu, penelitian ini bertujuan untuk menguji dan menganalisis pengaruh online learning service quality terhadap customer satisfaction dan pengaruh customer satisfaction terhadap customer retention. Populasi dari penelitian adalah mahasiswa aktif program studi angkatan 2019, 2020, dan 2021 yang menggunakan perkuliahan online sebagai metode studi. Sampel penelitian yang digunakan adalah sebanyak 217 mahasiswa dengan teknik simple random sampling. Metode yang digunakan untuk melakukan analisis data adalah Partial Least Square Structural Equation Modeling (SEM-PLS) dan diolah menggunakan program smartPLS 3.3.2. Hasil dari penelitian menyatakan bahwa online learning service quality memiliki pengaruh yang signifikan terhadap customer satisfaction dan variabel customer satisfaction juga memiliki pengaruh yang signifikan terhadap customer retention. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | customer retention | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | culinary entrepreneurs | en_US |
| dc.subject | kelas praktik | en_US |
| dc.subject | online learning service qualit | en_US |
| dc.subject | pembelajaran daring | en_US |
| dc.subject | practical class | en_US |
| dc.subject | online learning | en_US |
| dc.title | Pengaruh Online Learning Service Quality terhadap Customer Retention melalui Customer Satisfaction pada Program Studi Pariwisata - Bisnis Kuliner Universitas Ciputra | en_US |
| dc.title.alternative | The Effect of Online Learning Service Quality on Customer Retention through Customer Satisfaction at School of Tourism - Culinary Business Universitas Ciputra | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61101 | |
| dc.identifier.dosenpembimbing | Eric Harianto | |
