Sari, Kania Safitri Chandra (2022) Pengaruh customer satisfaction terhadap customer loyalty pada gerai kopi Tuku. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Pada penelitian ini penulis bertujuan untuk mengetahui 3 (tiga) variable independen yaitu service quality yang terdiri dari 5 (lima) dimensi yaitu tangible, assurance, empathy, reliability dan responsiveness. Kedua variabel lainnya yaitu price fairness dan store atmosphere yang berpengaruh pada customer satisfaction serta kaitannya dengan customer loyalty pada gerai Kopi TUKU di wilayah Jabodetabek. Jenis penelitian yang digunakan merupakan penelitian kuantitatif dari 160 sampel yang didapat dari survey online. Metode analisa yang digunakan adalah Partial Least Square Structural Equation Modelling (PLS SEM) dan aplikasi yang digunakan adalah SmartPLS. Hasil penelitian menunjukan bahwa 3 (tiga) variable independent service quality, price fairness dan store atmosphere berpengaruh positif terhadap variable mediasi customer satisfaction dan berpengaruh pada variable dependen yaitu customer loyalty pada gerai Kopi TUKU.
Item Type: | Thesis (Bachelor) | ||||||||||||||||
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Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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Depositing User: | Users 7873 not found. | ||||||||||||||||
Date Deposited: | 07 Feb 2022 07:40 | ||||||||||||||||
Last Modified: | 07 Feb 2022 07:40 | ||||||||||||||||
URI: | http://repository.uph.edu/id/eprint/45514 |
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