?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+PRODUCT+QUALITY%2C+ELECTRONIC+SERVICE+QUALITY%2C%0D%0ADAN+REWARDS+PROGRAM+TERHADAP+CUSTOMER+RETENTION%0D%0ADENGAN+RELATIONSHIP+COMMITMENT+SEBAGAI+MEDIATOR%0D%0A(STUDI+PADA+UMKM+SURYA+FRESH+DI+KOTA+DEPOK+%0D%0AJAWA+BARAT)+&rft.creator=Ahmad+%2C+Surya+Fadilah+&rft.subject=332+Ekonomi+keuangan&rft.description=Penelitian+ini+mengkaji+faktor-faktor+yang+memengaruhi+retensi+pelanggan+pada%0D%0AUMKM+Surya+Fresh+di+Kota+Depok+Jawa+Barat.+Masalah+utama+yang%0D%0Adiidentifikasi+adalah+ketidakstabilan+tingkat+retensi+pelanggan+akibat+persaingan%0D%0Aketat+dan+tantangan+dalam+pemasaran+digital.+Studi+ini+bertujuan+untuk%0D%0Amenganalisis+pengaruh+kualitas+produk%2C+kualitas+layanan+elektronik%2C+program%0D%0Apenghargaan%2C+serta+komitmen+hubungan+terhadap+retensi+pelanggan.+Penelitian+ini%0D%0Amenggunakan+metode+kuantitatif+dengan+desain+explanatory+research+untuk%0D%0Amenguji+hubungan+antar+variabel.+Data+primer+dikumpulkan+melalui+kuesioner%0D%0ALikert+kepada+pelanggan+Surya+Fresh%2C+dengan+sampel+224+responden%0D%0Amenggunakan+teknik+simple+random+sampling.+Analisis+data+dilakukan+dengan%0D%0Ametode+PLS-SEM+menggunakan+SmartPLS%2C+mencakup+uji+validitas%2C+reliabilitas%2C%0D%0Aserta+pengujian+model+struktural.+Penelitian+ini+menemukan+bahwa+pengaruh%0D%0Akualitas+produk%2C+kualitas+layanan+elektronik%2C+dan+program+penghargaan%0D%0Aberpengaruh+signifikan+terhadap+komitmen+hubungan+dan+retensi+pelanggan+Surya%0D%0AFresh.+Komitmen+hubungan+memediasi+hubungan+ketiga+faktor+tersebut+dengan%0D%0Aretensi+pelanggan.+Kualitas+layanan+elektronik+dan+kualitas+produk+yang+tinggi%0D%0Aserta+program+penghargaan+yang+menarik+memperkuat+loyalitas+dan+retensi%0D%0Apelanggan%2C+mendorong+pertumbuhan+bisnis+berkelanjutan.+Kualitas+produk%2C%0D%0Akualitas+layanan+elektronik%2C+dan+program+penghargaan+berpengaruh+signifikan%0D%0Aterhadap+komitmen+hubungan+dan+retensi+pelanggan+di+Surya+Fresh.+Komitmen%0D%0Ahubungan+juga+terbukti+memediasi+pengaruh+tersebut.+Surya+Fresh+disarankan%0D%0Ameningkatkan+ketersediaan+produk%2C+respons+admin%2C+serta+variasi+promo.+Peneliti%0D%0Aselanjutnya+dapat+menerapkan+studi+ini+di+industri+lain+dan+menambahkan+metode%0D%0Akualitatif.%0D%0A%0D%0A%0D%0AKata+Kunci%3A+kualitas+produk%2C+kualitas+layanan+elektronik%2C+program%0D%0Apenghargaan%2C+komitmen+hubungan%2C+retensi+pelanggan+%0D%0A+%0D%0AThis+study+examines+the+factors+that+influence+customer+retention+at+Surya+Fresh%0D%0AMSMEs+in+Depok+City%2C+West+Java.+The+main+problem+identified+is+the+instability+of%0D%0Acustomer+retention+levels+due+to+fierce+competition+and+challenges+in+digital%0D%0Amarketing.+This+study+aims+to+analyze+the+influence+of+product+quality%2C+e-service%0D%0Aquality%2C+reward+programs%2C+and+relationship+commitment+on+customer+retention.+%0D%0AThis+study+uses+a+quantitative+method+with+an+explanatory+research+design+to+test%0D%0Athe+relationship+between+variables.+Primary+data+was+collected+through+a+Likert%0D%0Aquestionnaire+to+Surya+Fresh+customers%2C+with+a+sample+of+224+respondents+using%0D%0Asimple+random+sampling+technique.+Data+analysis+was+carried+out+using+the+PLSSEM%0D%0Amethod%0D%0Ausing%0D%0ASmartPLS%2C%0D%0Aincluding%0D%0Avalidity%2C%0D%0Areliability%2C%0D%0Aand%0D%0Astructural%0D%0Amodel%0D%0A%0D%0Atesting.%0D%0A%0D%0AThis+study+found+that+the+influence+of+product+quality%2C+e-service+quality%2C%0D%0Aand+reward+programs+had+a+significant+effect+on+relationship+commitment+and%0D%0Acustomer+retention+of+Surya+Fresh.+Relationship+commitment+mediates+the%0D%0Arelationship+between+these+three+factors+and+customer+retention.+High+e-service%0D%0Aquality+and+product+quality+as+well+as+attractive+reward+programs+strengthen%0D%0Acustomer+loyalty+and+retention%2C+driving+sustainable+business+growth.+Product%0D%0Aquality%2C+e-service+quality%2C+and+reward+programs+have+a+significant+effect+on%0D%0Arelationship+commitment+and+customer+retention+at+Surya+Fresh.+Relationship%0D%0Acommitment+is+also+proven+to+mediate+these+effects.+Surya+Fresh+is+advised+to%0D%0Aimprove+product+availability%2C+admin+response%2C+and+promo+variations.+Future%0D%0Aresearchers+can+apply+this+study+in+other+industries+and+add+qualitative+methods.+%0D%0A%0D%0A%0D%0AKeywords%3A+Product+Quality%2C+E-Service+Quality%2C+Reward+Program%2C+Relationship+%0D%0ACommitment%2C+Customer+Retention%0D%0A%0D%0A&rft.publisher=FAKULTAS+EKONOMI+DAN+BISNIS&rft.date=2025-05-23&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F89149%2F1%2FABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F89149%2F2%2FSKRIPSI%2520FULL%2520TANPA%2520LAMPIRAN.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F89149%2F3%2FSKRIPSI%2520FULL%2520TANPA%2520PEMBAHASAN.pdf&rft.identifier=++Ahmad+%2C+Surya+Fadilah+++(2025)+PENGARUH+PRODUCT+QUALITY%2C+ELECTRONIC+SERVICE+QUALITY%2C+DAN+REWARDS+PROGRAM+TERHADAP+CUSTOMER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