FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PADA COFFEE SHOP LOKAL BERKONSEP INDUSTRIAL DI JAKARTA

SEYVA MARSELLINA GIOFANI, . (2023) FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PADA COFFEE SHOP LOKAL BERKONSEP INDUSTRIAL DI JAKARTA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menguji pengaruh product quality, perceived price, dan store atmosphere terhadap customer satisfaction. Serta menguji pengaruh product quality, perceived price, store atmosphere dan customer satisfaction terhadap customer loyalty. Penelitian ini dilakukan di wilayah DKI Jakarta, menggunakan metode survei dengan penyebaran kuesioner melalui Microsoft Form. Populasi yang digunakan dalam penelitian ini adalah pelanggan yang pernah mengunjungi dan melakukan pembelian di coffee shop lokal berkonsep industrial sebanyak tiga kali dalam kurun waktu tiga bulan terakhir, berdomisili di DKI Jakarta, dan berusia minimal 17 tahun. Penelitian ini menggunakan teknik pengambilan purposive sampling, dengan total sampel sebanyak 212 responden. Pendekatan yang digunakan dalam penelitian ini yaitu pendekatan kuantitatif dengan teknik analisis data SEM (Structural Equation Modelling). Hasil penelitian menunjukan bahwa product quality, perceived price, dan store atmosphere masing�masing memiliki pengaruh secara positif dan signifikan terhadap customer satisfaction. Store atmosphere dan customer satisfaction masing-masing juga memiliki pengaruh secara positif dan signifikan terhadap customer loyalty. Sementara pada variabel product quality dan perceived price masing-masing ditemukan tidak memiliki pengaruh yang signifikan terhadap customer loyalty. **** This study aims to examine the influence of product quality, perceived price, and store atmosphere on customer satisfaction. And the influence of product quality, perceived price, store atmosphere, and customer satisfaction to determine customer loyalty. This study was conducted in the DKI Jakarta area using a survey method by distributing questionnaires via Microsoft Form. The population used in this study are customers who have visited and made purchases at a local coffee shop with an industrial concept three times in the last three months, live in DKI Jakarta, and are at least 17 years old. This study used a purposive sampling technique with a total sample of 212 respondents. This study uses a quantitative approach with SEM (Structural Equation Modeling) data analysis techniques. The results of this study show that product quality, perceived price, and store atmosphere each have a positive and significant influence on customer satisfaction. While product quality and perceived price variables were not found to have a significant influence on customer loyalty.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D. ; 2). Rahmi, S.E., M.S.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Pendidikan Tata Niaga
Depositing User:	Users 22014 not found.
Date Deposited:	12 Feb 2024 05:25
Last Modified:	12 Feb 2024 05:25
URI:	http://repository.unj.ac.id/id/eprint/44738

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