PENGARUH SERVICESCAPE DAN CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING : STUDI PADA KOPI KONNICHIWA MENTENG

DIDA HILMAN MAULANA, . (2025) PENGARUH SERVICESCAPE DAN CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING : STUDI PADA KOPI KONNICHIWA MENTENG. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan utama dari dilakukannya penelitian ini yaitu untuk mengevaluasi efek dari beberapa faktor berikut: servicescape terhadap kepuasan pelanggan; customer experience terhadap kepuasan pelanggan; servicescape terhadap revisit niat; customer experience terhadap revisit niat; customer satisfaction terhadap revisit niat; servicescape terhadap revisit niat melalui kepuasan pelanggan; dan customer experience terhadap revisit niat melalui kepuasan pelanggan. Survei, yang melibatkan kuesioner yang disebarluaskan secara online, digunakan untuk mengumpulkan data. Responden menunjukkan bahwa mereka telah mengunjungi Kopi Konnichiwa Menteng setidaknya sekali dalam tiga bulan terakhir. Sebanyak 200 orang mengambil bagian. Hasil penelitian ini berdasarkan hipotesis menunjukkan bahwa kualitas layanan terhadap kepuasan pelanggan diterima dan signifikan, pengalaman pelanggan terhadap kepuasan pelanggan diterima dan signifikan, kualitas layanan terhadap revisit tujuan diterima dan signifikan, kepuasan pelanggan terhadap revisit tujuan diterima dan signifikan, dan kualitas layanan terhadap revisit tujuan memenuhi syarat dan signifikan. ***** This study aims to investigate how 1) Servicescape affects customer satisfaction. 2) The impact of customer satisfaction on customer experience. 3) The Revisit Intention Servicescape. 4) Customer Experience with the Intention to Revisit. 5) Customer satisfaction with the intention to revisit. 6) Servicescape on Customer Satisfaction in Revisit Intention. A questionnaire that is distributed online serves as the instrument for the survey used in the data gathering approach. Respondents are people who have made at least one trip to Kopi Konnichiwa Mentent in the last three months. There were 200 responders in all. Based on the hypothesis, the study's findings demonstrate that the following hypotheses are both accepted and significant: the impact of service quality on customer satisfaction; the impact of service quality on customer satisfaction; the impact of service quality on revisit intention; the impact of service quality on revisit intention; the impact of service quality on revisit intention through customer satisfaction; and the impact of service quality on revisit intention through customer satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan, S.E.,M.M. ; 2). Meta Bara Berutu, S.E., M.M.
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Dida Hilman Maulana .
Date Deposited:	14 Aug 2025 02:42
Last Modified:	14 Aug 2025 02:42
URI:	http://repository.unj.ac.id/id/eprint/60824

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