Hilabi, Adia Hilar (2025) Pengaruh Customer Experience dan Personalisasi Artificial Intelligence (AI) Terhadap Loyalitas Pelanggan Lazada di Surabaya. Undergraduate thesis, UNIVERSITAS PEMBANGUNAN NASIONAL "VETERAN" JAWA TIMUR.
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Abstract
This research is focused on discovering how customer experiences and the personalization of artificial intelligence (AI) affect customer loyalty to Lazada in Surabaya. The study uses a quantitative research method. The participants include 78 Lazada users who live in Surabaya. A non-probability sampling method with purposeful selection was employed to choose the respondents based on certain criteria. Data analysis was performed using the Partial Least Square (PLS) technique, which involves checking for validity, reliability, and testing hypotheses. The findings show that both customer experience and AI personalization have a strong and meaningful impact on customer loyalty to Lazada in Surabaya.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Adia hilar hilabi | ||||||||
| Date Deposited: | 17 Jun 2025 08:28 | ||||||||
| Last Modified: | 17 Jun 2025 08:28 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/38008 |
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