PENGARUH BRAND IMAGE, STORE ATMOSPHERE, SERVICE QUALITY, DAN PRODUCT QUALITY TERHADAP CUSTOMER SATISFACTION PADA PELANGGAN KOPIKINA

ADEFA DANENDRA KALIF, . (2025) PENGARUH BRAND IMAGE, STORE ATMOSPHERE, SERVICE QUALITY, DAN PRODUCT QUALITY TERHADAP CUSTOMER SATISFACTION PADA PELANGGAN KOPIKINA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk”menguji pengaruh Brand Image, Store Atmosphere, Service Quality, dan Product Quality terhadap Customer Satisfaction pada Pelanggan Kopikina. Penelitian ini menggunakan metode SEM-PLS. Data primer”dikumpulkan melalui kuesioner dengan skala Likert enam poin. Karakteristik sampel penelitian ini adalah berdomisili di wilayah Jakarta, pelanggan Kopikina yang berusia antara 18 hingga 28 tahun (generasi Z), pelanggan yang sudah pernah melakukan transaksi minimal satu kali di Kopikina, dan pelanggan yang memiliki pengalaman langsung dan dapat memberikan penilaian terhadap layanan, produk, dan suasana di Kopikina. Pengolahan data menggunakan perangkat lunas SmartPLS versi 4.0 dengan menggunakan 230 sampel responden. Hasil”Penelitian”menunjukkan”bahwa brand image berpengaruh”positif dan signifikan”terhadap customer satisfaction pada pelanggan Kopikina. Store atmosphere berpengaruh positif dan signifikan terhadap customer satisfaction pada pelanggan Kopikina. Service quality berpengaruh”positif dan signifikan terhadap customer satisfaction pada pelanggan Kopikina. Product quality berpengaruh positif dan”signifikan terhadap customer satisfaction pada pelanggan Kopikina. Kata kunci: Brand image; ”Customer Satisfaction; Product Quality; Servive Quality; Store Atmosphere.   ***** The”purpose”of this study”was”to examine”the effect of brand image, store atmosphere, service quality, and product quality on customer satisfaction”of Kopikina customers. This study used SEM-PLS Method. Primary data were collected”through a questionnaire with a six-point Likert scale.The characteristics of this research sample are domiciled in the Jakarta area, Kopikina customers aged between 18 and 28 years (generation Z), customers who have made at least one transaction at Kopikina, and customers who have direct experience and can provide an assessment of the services, products, and atmosphere at Kopikina. Data processing using SmartPLS software version 4.0 using 230 respondent samples. The results”of”the”study show that brand image”has”a positive”and significant”effect on customer satisfaction of Kopikina customers. Store atmosphere has a positive and significant”effect”on”customer satisfaction of Kopikina customers. Service quality has a positive and significant effect”on”customer”satisfaction”of Kopikina customers. ”Product”quality”has a positive and”significant”effect”on”customer satisfaction of Kopikina customers. Keywords: Brand Image, Store Atmosphere, Service Quality, Product Quality, Customer Satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Terrylina Arvinta Monoarfa, SE., MM ; 2). Nadya Fadillah F, S.Pd., M.Pd
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Pendidikan Bisnis
Depositing User:	Adefa Danendra Kalif .
Date Deposited:	11 Aug 2025 06:31
Last Modified:	11 Aug 2025 06:31
URI:	http://repository.unj.ac.id/id/eprint/59672

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