Po, Catherine (2025) The influence of customer value, brand trust, and brand image on customer loyalty at Starbucks Coffee: a study on Medan customers. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The coffee shop sector grown significantly in recent years, becoming central to urban culture. Starbucks boycott has damaged its brand, pushing loyal customers to seek value-aligned alternatives. Therefore, the writer will examines how Customer Value, Brand Trust, and Brand Image affect Customer Loyalty at Starbucks in Medan.
The importance of maintaining high customer value, cultivating trust, and projecting a positive brand image are therefore essential strategies for fostering loyal customer behavior.
The research employed a quantitative approach using IBM SPSS V.30 and Microsoft Excel for data processing and analysis. 100 respondents were involved in this study. The sampling technique applied was convenience sampling, targeting Starbucks customers in Medan.
The regression coefficients is Y= -0.120 - 0.004 + 0.427 + 0.454. Based on the hypothesis testing results Customer Value, Brand Trust, and Brand Image influence Customer Loyalty of Starbucks Medan customers (either partially or simultaneously). Additionally, X variables influence 24.7% of Y variable.
Based on the results, it is recommended that Starbucks in Medan continue to maintaining quality, ensuring consistent customer service, and promoting a strong, reliable brand identity. / Sektor kedai kopi tumbuh secara signifikan dalam beberapa tahun terakhir, menjadi pusat dari budaya urban. Boikot Starbucks telah merusak mereknya, mendorong pelanggan setia untuk mencari alternatif yang selaras dengan nilai.
Oleh karena itu, penulis akan meneliti bagaimana Nilai Pelanggan, Kepercayaan Merek, dan Citra Merek mempengaruhi Loyalitas Pelanggan pada Starbucks di Medan.
Pentingnya mempertahankan nilai pelanggan yang tinggi, menumbuhkan kepercayaan, dan memproyeksikan citra merek yang positif merupakan strategi penting untuk menumbuhkan perilaku pelanggan yang loyal.
Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan IBM SPSS V.30 dan Microsoft Excel untuk pengolahan dan analisis data. Sebanyak 100 responden terlibat dalam penelitian ini. Teknik pengambilan sampel yang digunakan adalah convenience sampling, dengan target pelanggan Starbucks di Medan.
Uji validitas, reliabilitas, normalitas, multikolinearitas, dan heteroskedastisitas serta uji regresi linier berganda. Koefisien regresi adalah Y = -0.120 -0.004 + 0.427 + 0.454. Untuk pengujian hipotesis Nilai Pelanggan, Kepercayaan Merek, dan Citra Merek berpengaruh sebesar 24.7% terhadap
Loyalitas Pelanggan.
Berdasarkan hasil penelitian, disarankan agar Starbucks di Medan terus mempertahankan kualitas, memastikan layanan pelanggan yang konsisten, dan mempromosikan identitas merek yang kuat dan dapat diandalkan.
Item Type: | Thesis (Bachelor) |
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Creators: | Creators NIM Email ORCID Po, Catherine 03011210061 catherine040203@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Eddy, Eddy NIDN0110018704 eddy.mdn@lecturer.uph.edu |
Uncontrolled Keywords: | Customer Value; Brand Trust; Brand Image; 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: | Catherine Catherine |
Date Deposited: | 24 Jul 2025 04:42 |
Last Modified: | 24 Jul 2025 04:42 |
URI: | http://repository.uph.edu/id/eprint/70092 |