Pengaruh brand awareness, perceived service quality, perceived product quality, physical environment terhadap customer satisfaction dan dampaknya terhadap intention to revisit pada toko Kopi Tuku

Tomokumoro, Ceminia Tinari (2023) Pengaruh brand awareness, perceived service quality, perceived product quality, physical environment terhadap customer satisfaction dan dampaknya terhadap intention to revisit pada toko Kopi Tuku. Masters thesis, Universitas Pelita Harapan.

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Abstract

Perceived Service Quality, Perceived Product Quality, Physical Environment, terhadap Customer Satisfaction dan dampaknya terhadap Intention to Revisit di Toko Kopi Tuku di Jabodetabek. Metode survei digunakan untuk menganalisis hasil penelitian ini dengan pengumpulan data dilakukan melalui kuesioner. Sampel dipilih dengan menggunakan teknik purposive sampling- judgemental, dengan jumlah sampel sebanyak 282 responden. Analisis data dilakukan menggunakan pendekatan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil dari penelitian ini meliputi adanya pengaruh positif dari Perceived Service Quality, Perceived Product Quality dan Physical Environment terhadap Customer Satisfaction. Selanjutnya, Brand Awareness ditemukan tidak berpengaruh terhadap Customer Satisfaction. dan terakhir, Customer Satisfaction berpengaruh positif terhadap Intention to Revisit.

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