Noviardhi, Noer Gumilar (2022) Analisis service quality, product quality, lokasi dan harga terhadap customer loyalty dengan customer satisfaction sebagai variabel mediasi pada kedai Kopi MNO di Jabodetabek di masa pandemi. Masters thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh service quality, product quality, lokasi dan harga terhadap customer satisfaction selama masa pandemi dan dampaknya terhadap customer loyalty di kedai kopi MNO Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dan menggunakan data primer dari 123 responden yang mengisi kuisioner yang seluruhnya merupakan pelanggan kedai kopi MNO di wilayah Jabodetabek. Dengan teknik analisis SEM-PLS yang diolah dengan menggunakan program SmartPLS, hasil analisis penelitian menyimpulkan bahwa service quality, product quality dan harga berpengaruh signifikan terhadap customer satisfaction, sedangkan lokasi kedai kopi tidak berpengaruh terhadap customer satisfaction. Sementara customer satisfaction juga telah terbukti menjadi faktor yang memiliki dampak signifikan terhadap customer loyalty.
Item Type: | Thesis (Masters) | ||||||||
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Uncontrolled Keywords: | service quality ; product quality ; lokasi ; harga ; customer satisfaction ; customer loyalty | ||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
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Depositing User: | Users 23794 not found. | ||||||||
Date Deposited: | 06 Jul 2022 08:09 | ||||||||
Last Modified: | 29 Sep 2022 06:31 | ||||||||
URI: | http://repository.uph.edu/id/eprint/48401 |
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