Setiawan, Steven (2015) Pengaruh service atmosphere dan customer relationship management, terhadap repetitive buying melalui customer satisfaction pada comedy kopi di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.
![Title.pdf [thumbnail of Title.pdf]](http://repository.uph.edu/style/images/fileicons/text.png)
Sampul.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (1MB)
Preview
Abstrak.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (146kB) | Preview
Preview
Bab-1.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (150kB) | Preview
![Chapter2.pdf [thumbnail of Chapter2.pdf]](http://repository.uph.edu/style/images/fileicons/text.png)
Bab-2.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (196kB)
![Chapter3.pdf [thumbnail of Chapter3.pdf]](http://repository.uph.edu/style/images/fileicons/text.png)
Bab-3.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (645kB)
![Chapter4.pdf [thumbnail of Chapter4.pdf]](http://repository.uph.edu/style/images/fileicons/text.png)
Bab-4.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (1MB)
![Chapter4.pdf [thumbnail of Chapter4.pdf]](http://repository.uph.edu/style/images/fileicons/text.png)
Penutup.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (147kB)
Preview
Pustaka.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (110kB) | Preview
![Appendices.pdf [thumbnail of Appendices.pdf]](http://repository.uph.edu/style/images/fileicons/text.png)
Lampiran.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.
Download (1MB)
Abstract
Cafe sekarang menjadi populer di Indonesia. Cafe juga di minati berbagai
kalangan, baik kalangan yang muda hingga yang tua. Cafe juga merupakan tempat
untuk menikmati waktu santai dan mudah ditemui. Comedy kopi merupakan salah
satu gerai yang menyediakan berbagai macam produk makanan dan minuman.
Dengan berbagai macam makanan dan minuman maka kebutuhan konsumsi dapat
terpenuhi.
Penelitian ini ditunjukan untuk mengetahui bagaimana pengaruh Service
Atmosphere, Custumer Relationship Management, dan Customer Satisfaction
terhadap Repetitive Buying konsumen khususnya pada penelitian ini yaitu para
konsumen Comedy kopi di Surabaya.
Sampel yang digunakan pada penelitian ini yaitu para konsumen Comedy
kopi yang tinggal di Surabaya sejumlah 100 responden. Untuk pengolahan dan
penganalisaan data dalam penelitian ini yaitu dengan menggunakan Structural
Equation Modeling (SEM) dengan software AMOS 20.0 sebagai software untuk
mengolah data. Hasil analis menunjukan bahwa Service Atmosphere, Customer
Relationship Management dan Customer Satisfaction terhadap Repetitive Buying.
Temuan empiris tersebut mengindikasikan bahwa Customer Relationship
Management memiliki pengaruh terbesar terhadap Repetitive Buying
dibandingkan variabel lainnya dengan nilai koefisien regresi 0.78. Kemudian
variabel Customer Satisfaction memiliki pengaruh terbesar kedua yang memiliki
nilai koefisien regresi 0,76. Selanjutnya variabel Service Atmosphere memiliki
pengaruh terbesar ketiga terhadap Repetitive Buying yang memiliki nilai koefisien
regresi 0,41 / Cafe has become a popular in Indonesia. Cafe is also one of the interest
various parties, both among the young to the old. Cafe is also a place to chillin
and chat with friends. Comedy kopi is one of the outlets that provide a good foods
and drinks. With more variant foods and drinks, the demand for consumsion.
This study demonstrated to know how to Service Atmosphere, Customer
Relationship Management, and Customer Satisfaction to interesting customer for
Repetitive Buying cusumers Comedy Kopi, especially in this research that
consumers Comedy Kopi in Surabaya.
The sampleused on this research that consumers Comedy kopi who lived
in Surabaya total of 100 respondents . For processing and analyzing the data in
this research is by using Structural Equation Modeling (SEM) with AMOS 20.0
software as software for data processing. Results show that the Service
Atmosphere, Customer Relationship Management dan Customer Satisfaction
terhadap Repetitive Buying.
The empirical findings indicate that Customer Relationship Management
had the greatest influence on other variables Repetitive Buying compared with
regression coefficient 0,78. Then the variable Customer Satisfaction has the
second greatest influence regression coefficient which has a value of 0,76.
Furthermore, the Service Atmosphere has the third largest influence on Repetitive
Buying regression coefficient which has a value of 0,41
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Setiawan, Steven NIM01120120005 UNSPECIFIED UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Ronald, Ronald UNSPECIFIED UNSPECIFIED Thesis advisor Sondakh, Oliandes UNSPECIFIED UNSPECIFIED |
Uncontrolled Keywords: | service atmosphere; customer relationship management; customer satisfaction dan repetitive buying |
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: | Rafael Rudy |
Date Deposited: | 03 Nov 2023 08:17 |
Last Modified: | 03 Nov 2023 08:17 |
URI: | http://repository.uph.edu/id/eprint/58618 |