Antaseden dan konsekuensi dari service quality, store atmosphere, price fairness, customer satisfaction dan customer loyalty
Info Katalog
File Repositori
Nomor Panggil : 022001901101
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Kurniawati
Subyek : Customer satisfaction;Customer services - Quality control
Kata Kunci : service quality, store atmosphere, price fairness, customer satisfaction, customer loyalty
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TA_SMJ_022001901101_Halaman-Judul.pdf | ||
| 2. | 2023_TA_SMJ_022001901101_Lembar-Pengesahan.pdf | ||
| 3. | 2023_TA_SMJ_022001901101_Bab-1_Pendahuluan.pdf | 9 | |
| 4. | 2023_TA_SMJ_022001901101_Bab-2_Tinjauan-Pustaka.pdf |
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| 5. | 2023_TA_SMJ_022001901101_Bab-3_Metode-Penelitian.pdf |
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| 6. | 2023_TA_SMJ_022001901101_Bab-4_Analisis-dan-pembahasan.pdf |
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| 7. | 2023_TA_SMJ_022001901101_Bab-5_Kesimpulan.pdf |
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| 8. | 2023_TA_SMJ_022001901101_Daftar-Pustaka.pdf | ||
| 9. | 2023_TA_SMJ_022001901101_Lampiran.pdf |
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T Tujuan dari penelitian ini adalah untuk mengetahui antaseden dan konsekuensi dari service quality, store atmosphere, price fairness, customer satisfaction dan customer loyalty. Data diperoleh dengan cara menyebarkan kuisoner kepada 310 responden di DKI Jakarta, yang suka mengunjungi coffee shopJanji jiwa, Kopi kenangan, Fore coffee, dan Kopi kulo. Data yang digunakan adalah data cross-sectional dan menggunakan purposive samplingsebagai metode pengamblan sampel. Alat analisis yang digunakan adalah structural equational modeling (SEM). Hasil pengujian hipotesa menunjukkan bahwa Service Qualitytidak berpengaruh terhadap Customer, Store Atmospheretidak berpengaruh positif terhdap Customer Satisfaction, Price Fairness berpengaruh positif terhadap Customer Satisfaction, dan Customer Satisfaction berpengaruh positif terhadap Customer Loyalty. Penelitian ini mendapatkan implikasi bagi perusahaan Janji jiwa, Kopi kenangan, Fore coffee, dan Kopi kulountuk memperkuat merek, maka perusahaan harus memperhatikan variabel – variabel sepertikualitas layanan, suasana toko, kewajaran harga, kepuasan pelanggan, dan loyalitas pelanggan.
A ABSTRACTThe purpose of this research is to find out the antecedents and consequences of service quality, store atmosphere, price fairness, customer satisfaction and customer loyalty. The data was obtained by distributing questionnaires to 310 respondents in DKI Jakarta, who like to visit the Janji Jiwa coffee shops, Kopi Memories, Fore coffee, and Kopi Kulo. The data used is cross-sectional data and uses purposive sampling as the sampling method. The analytical tool used is structural equation modeling (SEM). The results of the hypothesis testing show that Service Quality has no effect on Customers, Store Atmosphere has no positive effect on Customer Satisfaction, Price Fairness has a positive effect on Customer Satisfaction, and Customer Satisfaction has a positive effect on Customer Loyalty. This research has implications for Janji Jiwa, Kopi Kenangan, Fore Coffee, and Kopi Kulo companies. To strengthen their brands, companies must pay attention to variables such as service quality, store atmosphere, price fairness, customer satisfaction, and customer loyalty.
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