The effect of physical quality, staff behavior, brand identification and lifestyle congruence towards brand loyalty as mediated by customer satisfaction in starbucks Surabaya

Lakhwani, Pooja Amar (2018) The effect of physical quality, staff behavior, brand identification and lifestyle congruence towards brand loyalty as mediated by customer satisfaction in starbucks Surabaya. Masters thesis, Universtitas Pelita Harapan.

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Abstract

In Indonesia the food and beverage industry are producing a great profit for the Foreign Direct Investment (FDI) in Indonesia. Indonesia’s food and beverage industry has been totaled to USD $1.5 billion in 2015 as in FDI coming in third amongst the other manufactures. Gapmmi, General Chairman of the Indonesian Food and Beverage Association expects Indonesia’s food and beverage industry rate to increase as this year the industry is at 8.5% which is the same as last year. There are several reasons on why Gapmmi expects Indonesia’s food and beverage industry to grow. The population of Indonesia continues to expand rapidly, while per capita GDP is estimated to rise. In 2015 the Indonesian population is estimated to number 255 million people. This figure is expected to rise to 260 million in 2018. One hundred and six respondents were given questionnaire a five- point Likert Scale. Five hypotheses were analyzed using the multiple and simple linear regression model. The result of this study shows that Physical Quality has a significant effect on Customer Satisfaction. Staff Behavior, Brand Identification and Lifestyle Congruence did not significantly effect Customer Satisfaction. Customer Satisfaction does have a significant effect on Brand Loyalty. The recommendation are to show that Physical Quality and Customer Satisfaction have a significant effect on Brand Loyalty.
Item Type: Thesis (Masters)
Creators:
Creators
NIM
Email
ORCID
Lakhwani, Pooja Amar
NIM90120160012
UNSPECIFIED
UNSPECIFIED
Contributors:
Contribution
Contributors
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Thesis advisor
Heryanto, Januar
UNSPECIFIED
UNSPECIFIED
Thesis advisor
Sondakh, Oliandes
UNSPECIFIED
UNSPECIFIED
Uncontrolled Keywords: physical quality; staff behavior; brand identification; lifestyle congruence; customer satisfaction; brand loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management
Current > Faculty/School - UPH Surabaya > Business School > Master of Management
Depositing User: Rafael Rudy
Date Deposited: 28 Nov 2022 08:25
Last Modified: 28 Nov 2022 08:25
URI: http://repository.uph.edu/id/eprint/51482

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