Pengaruh harga, kualitas layanan, dan kepercayaan Kopi Bersua terhadap kepuasan pelanggan

Setiawan, Ferdian Dharmawan (2021) Pengaruh harga, kualitas layanan, dan kepercayaan Kopi Bersua terhadap kepuasan pelanggan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (86kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (31kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (57kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (137kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (102kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (296kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (344kB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (97kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (100kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Tujuan penelitian ini adalah untuk menguji 1) apakah harga berpengaruh terhadap kepuasan pelanggan, 2) apakah kualitas layanan berpengaruh terhadap kepuasan pelanggan dan 3) apakah kepercayaan berpengaruh terhadap kepuasan pelanggan. Penelitian ini menggunakan metode survei. Instrumen kuesioner digunakan untuk mengumpulkan data. Target populasi penelitian adalah seluruh pelanggan KOPI BERSUA yang pernah melakukan transaksi pada tahun 2021. Teknik pengambilan sampel dilakukan dengan purposive sampling. Analisis data menggunakan program SmartPLS dengan pendekatan partial least square-structural equation modelling. Hasil penelitian menunjukkan bahwa persepsi harga memberikan hasil yang signifikan dan juga positif terhadap kepuasan pelanggan, kualitas layanan berpengaruh secara signifikan dan juga positif terhadap kepuasan pelanggan dan kepercayaan berpengaruh secara signifikan dan juga positif terhadap kepuasan pelanggan KOPI BERSUA. / The purpose of this study was to examine 1) whether price has an effect on customer satisfaction, 2) whether service quality has an effect on customer satisfaction and 3) whether trust has an effect on customer satisfaction. This study uses a survey method. The questionnaire instrument was used to collect data. The research population target is all KOPI BERSUA customers who have made transactions in 2021. The sampling technique is done by purposive sampling. Data analysis using SmartPLS program with partial least square-structural equation modeling approach. The results showed that price perception gave significant and positive results on customer satisfaction, service quality had a significant and positive effect on customer satisfaction and trust had a significant and positive effect on customer satisfaction KOPI BERSUA.

Actions (login required)

View Item