Pengaruh price perception, service quality, dan store atmosphere terhadap customer loyalty Starbucks Reserve® Plaza Senayan Jakarta dengan customer satisfaction sebagai variabel mediasi

simatupang, Monika (2024) Pengaruh price perception, service quality, dan store atmosphere terhadap customer loyalty Starbucks Reserve® Plaza Senayan Jakarta dengan customer satisfaction sebagai variabel mediasi. Masters thesis, Universitas Pelita Harapan.

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Abstract

Maraknya coffee shop di Jakarta tidak jarang membuat para pengelola menampilkan coffee shop dengan konsep yang sedikit berbeda demi alasan menciptakan kepuasan dan loyalitas bagi pelanggan yang datang. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Price Perception, Service Quality, dan Store Atmosphere terhadap Customer Loyalty Starbucks Reserve® Plaza Senayan Jakarta dengan Customer Satisfaction sebagai variabel mediasi. Penelitian ini dilakukan secara kuantitatif pada 290 pelanggan Starbucks Reserve® Plaza Senayan Jakarta dengan menggunakan teknik analisa SEM-PLS pada aplikasi SmartPLS. Hasil pada penelitian ini menunjukkan bahwa 6 dari 7 hipotesis diterima yang artinya Customer Satisfaction, Price Perception dan Service Quality secara signifikan mempengaruhi Customer Loyalty sedangkan Store Atmosphere tidak signifikan. Price Perception, Service Quality dan Store Atmosphere juga menunjukkan pengaruh yang signifikan terhadap Customer Satisfaction. Selanjutnya untuk implikasi manajerial dari penelitian ini yaitu Starbucks Reserve® dapat memberi tugas pada salah satu staf untuk fokus pada kebersihan area pelayanan saat jam ramai kunjungan dan meningkatkan nilai dari produk yang diperoleh agar dapat bersaing dengan kompetitor. / The rise of coffee shops in Jakarta often makes managers display coffee shops with slightly different concepts to create satisfaction and loyalty for customers who come. This study aims to determine and analyze the effect of Price Perception, Service Quality, and Store Atmosphere on Customer Loyalty Starbucks Reserve® Plaza Senayan Jakarta, with Customer Satisfaction as a mediating variable. This study was conducted quantitatively on 290 Starbucks Reserve® Plaza Senayan Jakarta customers using the SEM-PLS analysis technique on the SmartPLS application. The results of this study indicate that 6 out of 7 hypotheses are accepted, which means that Customer Satisfaction, Price Perception, and Service Quality significantly affect Customer Loyalty while Store Atmosphere is not significant. Price Perception, Service Quality, and Store Atmosphere also significantly affect Customer Satisfaction. Furthermore, the managerial implications of this study are that Starbucks Reserve® can assign one of its staff to focus on the cleanliness of the service area during peak visiting hours and increase the value of the products obtained in order to compete with competitors
Item Type: Thesis (Masters)
Creators:
Creators
NIM
Email
ORCID
simatupang, Monika
NIM01619230037
01619230037@student.uph.edu
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Pasaribu, Lamhot Henri
NIDN0411026901
lamhot.pasaribu@lecturer.uph.edu
Uncontrolled Keywords: Price Perception ; Service Quality ; Store Atmosphere ; Customer Loyalty ; Customer Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Monika Simatupang
Date Deposited: 25 Jan 2025 04:24
Last Modified: 25 Jan 2025 04:25
URI: http://repository.uph.edu/id/eprint/66772

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