The influence of brand image, store atmosphere, and menu variation on customer loyalty at “Dum Dum” cafe Yose Rizal

Lokman, Louis Alvin (2025) The influence of brand image, store atmosphere, and menu variation on customer loyalty at “Dum Dum” cafe Yose Rizal. Bachelor thesis, universitas pelita harapan.

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Abstract

Dum Dum Cafe Yose Rizal is a cafe with a main menu that sells Thai Tea Dum Dum. This research was conducted at Dum Dum Cafe Yose Rizal to analyze the effect of brand image, store atmosphere, and menu variations on consumer loyalty. The results show that there has been a decrease in the number of consumer visits caused by a lack of trust in the brand, an uncomfortable cafe atmosphere, and menu variations that are considered unsatisfactory. A strong brand image can form emotional bonds with consumers, increase trust, and encourage loyalty and repeat purchases. A comfortable store atmosphere also plays an important role in creating a positive experience that makes consumers feel at home and want to return. In addition, innovative and quality menu variations are an important factor in attracting consumer interest and building long-term relationships with customers. The research method in this study with quantitative and descriptive methods using causal studies was used to analyze a sample of 97 consumers from Dum Dum Cafe Yose Rizal who were taken 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 brand image, store atmosphere, menu variations simultaneously had a positive and significant effect on customer loyalty with a coefficient of determination of 54.4%. Brand image, store atmosphere, menu variations partially have a positive and significant effect on customer loyalty. Dum Dum Cafe Yose Rizal is advised to improve the quality of brand image, store atmosphere, menu variations, and customer loyalty strategies through product standardization, attractive visualization, diverse serving options, and personal and attractive loyalty programs./ Dum Dum Cafe Yose Rizal merupakan cafe dengan menu utama yang menjual Thai Tea Dum Dum. Penelitian ini dilakukan di Dum Dum Cafe Yose Rizal untuk menganalisis pengaruh brand image, store atmosphere, dan variasi menu terhadap loyalitas konsumen. Hasil menunjukkan bahwa terjadi penurunan jumlah kunjungan konsumen yang disebabkan oleh kurangnya kepercayaan terhadap merek, suasana kafe yang kurang nyaman, serta variasi menu yang dinilai belum memuaskan. Citra merek yang kuat dapat membentuk ikatan emosional dengan konsumen, meningkatkan kepercayaan, dan mendorong loyalitas serta pembelian ulang. Suasana toko yang nyaman juga berperan penting dalam menciptakan pengalaman positif yang membuat konsumen merasa betah dan ingin kembali. Selain itu, variasi menu yang inovatif dan berkualitas menjadi faktor penting dalam menarik minat konsumen dan membangun hubungan jangka panjang dengan pelanggan. Metode penelitian dalam penelitian ini dengan metode kuantitatif dan deskriptif dengan menggunakan studi kausal digunakan untuk menganalisis sampel sebanyak 97 konsumen dari Dum Dum Cafe Yose Rizal yang diambil secara non probability dengan convenience sampling. Penyebaran kuesioner yang dilakukan telah melewati uji validitas dan reliabilitas. Data yang diuji juga telah lolos uji normalitas, multikolinearitas, heteroskedastisitas, dan regresi linier berganda. Hasil penelitian menunjukkan bahwa citra merek, atmosfer toko, variasi menu secara simultan berpengaruh positif dan signifikan terhadap loyalitas pelanggan dengan nilai koefisien determinasi sebesar 54.4%. Citra merek, atmosfer toko, variasi menu secara parsial berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Dum Dum Cafe Yose Rizal disarankan untuk meningkatkan kualitas brand image, suasana toko, variasi menu, dan strategi loyalitas pelanggan melalui standarisasi produk, visualisasi menarik, pilihan porsi yang beragam, serta program loyalitas yang personal dan menarik.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Lokman, Louis Alvin
NIM03013210060
louislokman@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Lintong, Elizabeth Marlina Sari
NIDN0304087801
elisabeth.simanjuntak@uph.edu
Uncontrolled Keywords: brand image; store atmosphere; menu variation; customer loyalty
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: Louis Alvin Lokman
Date Deposited: 16 Jul 2025 07:04
Last Modified: 18 Jul 2025 03:27
URI: http://repository.uph.edu/id/eprint/69746

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