Anteseden dan konsekuensi dari customer satisfaction pada industri coffee shop di Lampung, Indonesia
Info Katalog
File Repositori
Nomor Panggil : 122011900009
Subyek : Customer satisfaction - Marketing
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2022
Pembimbing 1 : Luki Adiati Pratomo
Kata Kunci : brand image, café atmosphere, instagram marketing activities, product quality, price fairness.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2022_TS_MMJ_122011900009_Halaman-Judul.pdf | 12 | |
| 2. | 2022_TS_MMJ_122011900009_Lembar-pengesahan.pdf | ||
| 3. | 2022_TS_MMJ_122011900009_Bab-1_Pendahuluan.pdf | 23 | |
| 4. | 2022_TS_MMJ_122011900009_Bab-2_Tinjauan-Pustaka.pdf | 18 |
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| 5. | 2022_TS_MMJ_122011900009_Bab-3_Metode-Penelitian.pdf | 21 |
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| 6. | 2022_TS_MMJ_122011900009_Bab-4_Hasil-Penelitian-dan-pembahasan.pdf | 24 |
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| 7. | 2022_TS_MMJ_122011900009_Bab-5_Kesimpulan.pdf | 3 |
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| 8. | 2022_TS_MMJ_122011900009_Daftar-Pustaka.pdf | 6 | |
| 9. | 2022_TS_MMJ_122011900009_Lampiran.pdf | -1 |
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P Penelitian ini bertujuan untuk mengetahui dan menganalisis anteseden dankonsekuensi dari Customer Satisfaction pada Coffee Shop di Lampung, Indonesia.Metode pengumpulan data yang digunakan adalah data primer. Data dikumpulkansecara online melalui penyebaran kuesioner kepada 320 responden dengan skalalikert 1-5. Angka 1 menunjukan sangat tidak setuju, dan angka 5 menunjukansangat setuju. Dalam penelitian ini terdapat 27 pernyataan yang didapatkan darivariable brand image, café atmosphere, Instagram marketing activities, productquality dan price fairness, customer satisfaction, dan customer loyalty. Kuesioneryang disebarkan menggunakan google form. Teknik analisis data yang digunakanadalah Partial Least Square-Structural Equation Modelling (PLS-SEM) sertamenggunakan perangkat lunak Smart-PLS. Hasil yang didapatkan dari penelitianini adalah Brand image tidak berpengaruh signifikan terhadap customersatisfaction. Cafe atmosphere, instagram marketing activities, product quality,price fairness, berpengaruh signifikan dan positif terhadap customer satisfaction.Customer satisfaction berpengaruh signifikan dan positif terhadap customerloyalty
T This study aims to identify and analyze the antecedents and consequences ofCustomer Satisfaction at Coffee Shop in Lampung, Indonesia. The data collectionmethod used is primary data. Data was collected online through distributingquestionnaires to 320 respondents with a likert scale of 1-5. Number 1 indicatesstrongly disagree, and number 5 indicates strongly agree. In this study there are 32statements obtained from the variable brand image, cafe atmosphere, Instagrammarketing activities, product quality and price fairness, customer satisfaction, andcustomer loyalty. Questionnaires distributed using google forms. The data analysistechnique used is Partial Least Square-Structural Equation Modeling (PLS-SEM)and uses Smart-PLS software. The results obtained from this study are that brandimage has no significant effect on customer satisfaction. Cafe atmosphere,instagram marketing activities, product quality, price fairness, have a significantand positive effect on customer satisfaction. Customer satisfaction has a significantand positive effect on customer loyalty
