Wibowo, Marcell Ivan (2022) PENGARUH SERVICE QUALITY, STORE ATMOSPHERE, DAN PRICE FAIRNESS TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY EXCELSO DI JAKARTA. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini bertujuan untuk memahami peran service quality, store atmosphere, dan price fairness dalam membentuk Customer Satifaction serta loyalitas Customer Loyalty coffee shop Excelso di Jakarta. Salah satu coffee shop ternama yang legendaris adalah Excelso. Meskipun telah beroperasi cukup lama, Excelso mulai tersaingi oleh merek-merek coffee shop baru yang keberadaannya semakin banyak di masyarakat. Melalui penelitian ini akan diteliti bagaimana keterkaitan antara kualitas layanan, atmosfer toko, dan keadilan harga terhadap kepuasan serta Customer Loyalty. Penelitian ini dilakukan sejak bulan Juli hingga November 2022. Pendekatan yang digunakan pada penelitian ini adalah pendekatan kuantitatif dengan melakukan penyebaran kuesioner kepada 200 responden konsumen Excelso di Kota Jakarta. Data penelitian dianalisis secara statistik menggunakan program SPSS 26 dan SmartPLS versi 3.3. Temuan penelitian ini membuktikan bahwa service quality dan price fairness memiliki pengaruh yang positif dan signifikan terhadap Customer Satisfaction serta Customer Satisfaction memiliki pengaruh yang positif dan signifikan terhadap Customer Loyalty, sedangkan store atmosphere ditemukan tidak memiliki pengaruh signifikan terhadap Customer Satisfaction Excelso di Jakarta.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | Customer Satisfaction ; Customer Loyalty ; Price Fairness ; Service Quality ; Store Atmosphere | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| 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: | Marcell Ivan Wibowo | ||||||||
| Date Deposited: | 17 Jan 2023 01:52 | ||||||||
| Last Modified: | 17 Jan 2023 01:52 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/52504 |
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