The effect of service quality, brand image, and product quality on revisit intention at Kedai Kopi Kebun, Medan

Sidauruk, Tessa Monica (2024) The effect of service quality, brand image, and product quality on revisit intention at Kedai Kopi Kebun, Medan. Bachelor thesis, Universitas Pelita Harapan.

[thumbnail of Title] Text (Title)
Title.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (495kB)
[thumbnail of Abstract] Text (Abstract)
Abstract.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (417kB)
[thumbnail of Chapter1] Text (Chapter1)
Chapter 1.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (714kB)
[thumbnail of Chapter2] Text (Chapter2)
Chapter 2.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (2MB)
[thumbnail of Chapter3] Text (Chapter3)
Chapter 3.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (649kB)
[thumbnail of Chapter4] Text (Chapter4)
Chapter 4.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (860kB)
[thumbnail of Chapter5] Text (Chapter5)
Chapter 5.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (348kB)
[thumbnail of Bibliography] Text (Bibliography)
Bibliography.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (384kB)
[thumbnail of Appendices] Text (Appendices)
Appendices2.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (2MB)

Abstract

The purpose of this study was to determine the effect of service quality, brand image and product quality on revisit interest in Filosopi Kopi Perfecto. This research was conducted at Filosopi Kopi Perfecto, which is one of the coffee shops in the centre of Medan. Service quality is one of the important things and it is hoped that through good service consumers will return to reuse the services provided. Brand image influences brand selection and encourages repeat visit interest. The quality of the products they buy and the comfort of the place they visit are aspects that consumers pay attention to. The research method in this study is quantitative and descriptive using a causality study with a sample of 100 consumers. Respondents are customers who are taken using sampling criteria using non probability with convenience sampling. The questionnaire distribution has passed the validity and reliability tests. The data tested has also passed the normality, multicollinearity, heteroscedasticity, and multiple linear regression tests. The results showed that service quality, brand image, product quality simultaneously influenced the interest in visiting again with a coefficient of determination of 66.7%. In partial testing, service quality, brand image, product quality has a significant effect on return visit interest. It can be recommended to Filosopi Kopi Perfecto to focus on increasing the professionalism of staff in interacting with customers. Update or refine the logo design and colour palette to better reflect a strong, modern and visually appealing brand identity. Improving product quality standards is also something that must be considered. Perfecto Coffee philosophy can create more unique and memorable experiences to consumers such as loyalty programmes./ Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan, citra merek dan kualitas produk terhadap minat berkunjung kembali pada Filosopi Kopi Perfecto. Penelitian ini dilakukan di Filosopi Kopi Perfecto yang merupakan salah satu coffee shop yang berada di pusat kota Medan. Kualitas pelayanan merupakan salah satu hal yang penting dan diharapkan melalui pelayanan yang baik konsumen akan kembali menggunakan kembali jasa yang diberikan. Citra merek mempengaruhi pemilihan merek dan mendorong minat kunjungan ulang. Kualitas produk yang mereka beli dan juga kenyamanan tempat yang mereka kunjungi menjadi aspek yang diperhatikan konsumen. Metode penelitian pada penelitian ini adalah kuantitatif dan deskriptif dengan menggunakan studi kausalitas dengan sampel sebanyak 100 konsumen. Responden merupakan pelanggan yang diambil menggunakan kriteria pengambilan sampel menggunakan non probability dengan convenience sampling. Penyebaran kuesioner telah melewati uji validitas dan reliabilitas. Data yang diuji juga telah lolos uji normalitas, multikolinearitas, heteroskedastisitas, dan regresi linier berganda. Hasil penelitian menunjukkan bahwa kualitas pelayanan, citra merek, kualitas produk secara simultan berpengaruh terhadap minat berkunjung kembali dengan nilai koefisien determinasi sebesar 66.7%. Pada pengujian secara parsial kualitas pelayanan, citra merek, kualitas produk berpengaruh signifikan terhadap minat berkunjung kembali. Dapat direkomendasikan kepada Filosopi Kopi Perfecto untuk fokus pada peningkatan profesionalisme staf dalam berinteraksi dengan pelanggan. Memperbarui atau menyempurnakan desain logo dan palet warna agar lebih mencerminkan identitas merek yang kuat, modern, dan menarik secara visual. Meningkatkan standar kualitas produk juga menjadi hal yang harus diperhatikan. Filosofi Kopi Perfecto dapat menciptakan pengalaman yang lebih unik dan berkesan kepada konsumen seperti program loyalitas.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Sidauruk, Tessa Monica
NIM03013190084
Monicatessa331@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Augustinus, Daniel Cassa
0410088403
daniel.augustinus@uph.edu
Uncontrolled Keywords: Service quality; brand image; product quality; revisit intention
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Medan > Business School > Management
Current > Faculty/School - UPH Medan > Business School > Management
Depositing User: Tessa Monica Sidauruk
Date Deposited: 28 Feb 2025 04:07
Last Modified: 28 Feb 2025 04:07
URI: http://repository.uph.edu/id/eprint/67302

Actions (login required)

View Item
View Item