Analisis pengaruh service quality dan experience quality terhadap customer loyalty melalui perceived value dan attitude pada pelanggan Djournal coffee di Surabaya

Carrayanta, Verren (2020) Analisis pengaruh service quality dan experience quality terhadap customer loyalty melalui perceived value dan attitude pada pelanggan Djournal coffee di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Service quality dan Experience quality terhadap Customer loyalty melalui Perceived value dan Attitude. Manfaat yang diharapkan dari penelitian ini adalah seberapa besar pengaruh Perceived value dan Attitude dalam meningkatkan Customer loyalty sehingga akan menciptakan pembelian ulang pada Djournal coffee di Surabaya / This study aims to determine how service quality and experience quality influence customer loyalty through perceived value and attitude. The expected benefit from this research is how much influence Perceived value and Attitude have in increasing customer loyalty so that it will create repeat purchases at Djournal coffee in Surabaya.

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