Yulianto, Daniel Christian (2021) Analisis pengaruh food quality, price, environment, dan service quality terhadap customer loyalt melalui customer satisfaction pada pelanggan Source Coffee di Sidoarjo. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Di era modern saat ini, Restoran atau Kafe meningkat dalam sasaran anak
muda jaman sekarang. Ini yang menimbulkan pola hidup konsumtif dan
meninggalkan pola hidup produktif. Salah satu Kafe yang membuat kehidupan anak
muda menjadi berwarna dalam menjelajahi tempat berkumpul mereka sebagai
aktivitas yang sering dilakukan. Beberapa Kafe banyak yang bersaing demi
menempati pangsa pasar di Sidoarjo. Salah satu Kafe baru yang ikut bersaing dalam
dunia industri makanan salah satu nya adalah Source Coffee Sidoarji. Banyaknya
pesaing baru dengan inovasi yang mereka tawarkan, membuat niat beli masyarakat
pada Source Coffee berkurang. Untuk dapat bertahan dalam persaingan, perusahaan
perlu untuk meningkatkan Customer Loyalty.
Penelitian ini ditujukan untuk menganalisa pengaruh variabel Food Quality,
Price, Environment dan Service Quality terhadap Customer Loyalty melalui
Customer Satisfaction pada pelanggan Source Coffee di Sidoarjo. Sampel yang
digunakan pada penelitian ini yaitu adalah pria atau wanita yang berdomisili di
wilayah kota Sidoarjo yang yang telah membeli dan datang ke Source Coffee
Sidoarjo dalam kurun waktu minimal 2 kali dalam 1 tahun terakhir, berusia 15-24
tahun, sejumlah 109 responden. Untuk pengolahan dan penganalisaan data dalam
penelitian ini yaitu dengan menggunakan SPSS sebagai software untuk mengolah
data.
Temuan empiris mengindikasikan bahwa hubungan Attitude Toward Brand
terhadap Repurchase Intention memiliki koefisien regresi terbesar dengan nilai
sebesar 0.744, lalu pengaruh Brand Fit terhadap Attitude Toward Brand dengan
nilai koefisien regresi sebesar 0.491, hubungan antara Brand Identification terhadap
Attitude Toward Brand memiliki koefisien regresi sebesar 0.127, dan hubungan
antara Brand Ambassador terhadap Attitude Toward Brand memiliki
koefisienregresi paling tinggi sebesar 0.211./In today's modern era, restaurants or cafes are increasing in the target of
today's young people. This leads to a consumptive lifestyle and leaves a productive
lifestyle. One of the cafes that makes the lives of young people colorful in exploring
their gathering places as an activity that is often done. Several cafes are competing
for market share in Sidoarjo. One of the new cafes that is competing in the food
industry is Source Coffee Sidoarji. The number of new competitors with the
innovations they offer, makes people's purchase intentions at Source Coffee
decrease. To be able to survive in the competition, companies need to increase
Customer Loyalty.
This study aims to analyze the effect of the variables of Food Quality, Price,
Environment and Service Quality on Customer Loyalty through Customer
Satisfaction on Source Coffee customers in Sidoarjo. The samples used in this study
are men or women who live in the city of Sidoarjo who have purchased and come
to Source Coffee Sidoarjo at least 2 times in the last 1 year, aged 12-18 years, a
total of 109 respondents. For processing and analyzing data in this study, using
SPSS as software to process data.
Empirical findings indicate that the relationship between Attitude Toward
Brand and Repurchase Intention has the largest regression coefficient with a value
of 0.744, then the effect of Brand Fit on Attitude Toward Brand with a regression
coefficient value of 0.491, the relationship between Brand Identification and
Attitude Toward Brand has a regression coefficient of 0.127, and The relationship
between Brand Ambassador and Attitude Toward Brand has the highest regression
coefficient of 0.211
Item Type: | Thesis (Bachelor) |
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Creators: | Creators NIM Email ORCID Yulianto, Daniel Christian NIM02011180053 danielchristian1722@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Gunawan, Hananiel 0712118402 hananiel.gunawan@uph.edu Thesis advisor Santoso, Wiliam 0720109102 William.santoso@uph.edu |
Uncontrolled Keywords: | food quality; price; environment; service quality; customer satisfaction; customer loyalty; source coffee |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management Current > Faculty/School - UPH Surabaya > Business School > Management |
Depositing User: | Users 5418 not found. |
Date Deposited: | 03 Dec 2021 06:11 |
Last Modified: | 24 Mar 2022 03:43 |
URI: | http://repository.uph.edu/id/eprint/43032 |