Larasati, Veronica (2013) Analisis faktor-faktor yang mempengaruhi loyalitas pelanggan coffee toffee jatim expo di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.
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Abstract
Seiring berkembangnya globalisai, pertumbuhan bisnis makanan dan
minuman masih tercatat sebagai pertumbuhan yang tertinggi dan akan selalu
berkembang. Seiring berkembangnya jaman, masyarakat mengalami perubahan gaya
hidup yaitu mencari suasana baru di café-café, sehingga tingkat konsumsi semakin
meningkat. Banyak café-café yang bermunculan untuk memenuhi kebutuhan
masyarakat akan kebutuhan gaya hidup. Bidang ini mulai menjadi usaha menarik
yang dilirik sebagian orang.
Penelitian ini ditujukan untuk mengetahui begaimana pengaruh Kualitas
Produk, Kualitas Layanan, dan Nilai Yang Dirasakan terhadap Kepuasan Pelanggan
Coffee Toffee Jatim Expo di Surabaya. serta Kualitas Produk, Kulaitas Layanan,
Nilai Yang Dirasakan, Kepuasan Pelanggan terhadap Loyalitas Pelanggan di Coffee
Toffee jatim Expo.
Sampel yang digunakan pada penelitian ini yaitu para pria dan wanita yang
pernah mengkonsumsi Coffee Tofee Jatim Expo minimal dua kali dalam kurun waktu
tiga bulan sejumlah 100 responden dengan teknik pengambilan sample non
probability sampling dan metode pengambilan sample adalah purposive sampling.
Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan
menggunakan SPSS 16.0 sebagai software untuk mengolah data.
Hasil penelitian menunjukkan bahwa Kualitas Produk, Kualitas Layanan, dan
Nilai Yang Dirasakan secara positif mempengaruhi Kepuasan Pelanggan. Dimana
Kepuasan Pelanggan secara positif mempengaruhi Loyalitas Pelanggan dengan
koefisien regresi sebesar 0.762. Kualitas Produk secara positif mempengaruhi
Loyalitas Pelanggan dengan koefisien regresi sebesar 0.635. Kualitas Layanan secara
positif mempengaaruhi Loyalitas Pelanggan dengan koefisien regresi sebesar 0.409.
Nilai Yang Dirasakan secara positif mempengaaruhi Loyalitas Pelanggan dengan
koefisien regresi sebesar 0.667. Temuan tersebut mengindikasikan bahwa Kepuasan
Pelanggan memiliki pengaruh yang paling tinggi terhadap Loyalitas Pelanggan / Due to expansion of globalization, foods and beverage business still listed as
the highest growth and will continue to evolve. Along the development era, the
lifestyle change, people start looking for a new atmosphere in the café, so the rate of
consumption increasing. Many new cafes show up to fill the needs of the people and
also the lifestyle. This business started to become interesting for some people.
This research purpose is to explore furthermore how Product Quality, Service
Quality, and Perceived Value effecting Customer Satisfaction at Coffee Toffee Jatim
Expo Surabaya. Also Product Quality, Service Quality, Perceived Value, and
Customer Satisfaction effecting Customer Loyalty Coffee Toffee Jatim Expo
Surabaya.
This research is using 100 person made up of man and women who ever
buying Coffee Toffee Jatim Expo minimum twice in this last three months with a
technique known as non probability sampling and purposive sampling. SPSS 16.0 is a
software use in this research to process and analyzed data.
The research has shown that Product Quality, Service Quality, and Perceived
Value is positively affecting Customer Satisfaction. Where Customer Satisfaction
positively affecting Customer Loyalty with a coefficient regression number 0.762.
Product Quality positively affecting Customer Loyalty with a coefficient regression
number 0.635. Service Quality positively affecting Customer Loyalty with a
coefficient regression number 0.409. Perceived Value positively affecting Customer
Loyalty with a coefficient regression number 0.607. this research has shown that
Customer Satisfaction has a biggest impact to Customer Loyalty
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Larasati, Veronica NIM01120090082 UNSPECIFIED UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Ronald, Ronald UNSPECIFIED UNSPECIFIED Thesis advisor Amelia, Amelia UNSPECIFIED UNSPECIFIED |
Uncontrolled Keywords: | customer loyalty; customer satisfaction; product quality; service quality; perceived value |
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: | 16 Nov 2023 08:46 |
Last Modified: | 16 Nov 2023 08:46 |
URI: | http://repository.uph.edu/id/eprint/58795 |