Widyasari, Novendya (2019) Pengaruh Store Atmosphere Dan Kualitas Layanan Terhadap Kepuasan Pelanggan (Studi Pada Kafe De CLASSE Gelato & Coffee Kota Blitar). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh store atmosphere dan kualitas layanan terhadap kepuasan pelanggan pada kafe De CLASSE Gelato & Coffee Kota Blitar. Jenis penelitian ini explanatory research yang menjelaskan hubungan kausal antar variabel-variabelnya melalui pengujian hipotesis. Penelitian ini menggunakan sampel sebanyak 140 responden, 140 responden tersebut ialah individu yang berusia diatas 17 tahun dan pernah mengunjungi kafe De CLASSE Gelato & Coffee dengan teknik sampel menggunakan non-probability sampling. Uji hipotesis dilakukan dengan melihat nilai probabilitas dan t-statistik. Analisis data menggunakan Statistical Product and Service Solution (SPSS) dan dibantu dengan SPSS for windows ver 20.00 untuk memudahkan penelitian. Dari hasil pengujian terhadap yang telah dilakukan dapat disimpulkan bahwa variabel store atmosphere dan kualitas layanan memiliki pengaruh yang signifikan terhadap kepuasan pelanggan.
English Abstract
This study aims to determine the effect of store atmosphere and service quality on customer satisfaction. At the cafe De CLASSE Gelato & Coffee Blitar City. This type of research is explanatory research which explains the causal relationship between the variables through hypothesis testing. This study used a sample of 140 respondents, 140 respondents were individuals aged over 17 years and had visited the cafe De CLASSE Gelato & Coffee with a sampling technique using non-probability sampling. Hypothesis testing is done by looking at probability values and t-statistics. Data analysis used Statistical Product and Service Solution (SPSS) and assisted with SPSS for Windows ver 20.00 to facilitate research. From the results of testing on what has been done, it can be concluded that store atmosphere variables and service quality have a significant influence on customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FEB/2019/240/051903635 |
| Uncontrolled Keywords: | store atmosphere, kualitas layanan, kepuasan pelanggan / Store Atmosphere, Service Quality, Customer Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 12 Aug 2020 14:53 |
| Last Modified: | 12 Aug 2020 14:54 |
| URI: | http://repository.ub.ac.id/id/eprint/170197 |
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