Widhanti, Safira Ayu (2019) Analisis Pengaruh Kualitas Produk, Kualitas Layanan Dan Kualitas Lingkungan Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kasus Di Coffee Shop L’albero Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
DataInternationalCoffee Organization(ICO)mencatat konsumsi kopi Indonesia periode 2016/2017 berada di urutan ke-6 negara dengan konsumsi kopi terbesar di dunia. Hal ini menjadi salah satu faktor yang mendorong berkembangnya industri coffee shop di Indonesia. Coffee shopL’Albero merupakan salah satu coffee shop di Kota Malang yang terletak di Jalan Terusan Dieng No. 49b dan melalukan soft opening pada bulan Desember 2018.Hal ini mendorong coffee shop L’Albero yang terhitung baru merintis usahanya untuk meningkatkan strategi bersaingnya. Salah satu caranya yaitu dengan melakukan analisis melalui kualitas produk, kualitas layanan dan kualitas lingkungandengan tujuan untuk mengetahuifaktor - faktor yang dapat mempengaruhi kepuasan pelanggan dan mempertahankan konsumen lama supaya tetap mengunjungi di masa mendatang (customer loyalty). Penelitian ini dilakukan menggunakan kuesioner dengan jumlah responden 150.Analisis dilakukan menggunakan metode Partial Least Square (PLS) dengan bantuan software SmartPLS 3.0. Hasil penelitian menunjukkan bahwa variabel kualitas produk, kualitas layanan dan kualitas lingkungan memiliki pengaruh signifikan dan positif terhadap kepuasan pelanggan. Dari hasil analisa penelitian juga ditemukan bahwa kepuasan pelanggan juga berpengaruh positif dan signifikan terhadap loyalitas pelanggan dan didapatkan juga bahwa kepuasan pelanggandapat memediasivariabel kualitas produk, kualitas layanan dan kualitas lingkungan terhadap loyalitas pelanggan dengan di Coffee shop L’albero.
English Abstract
International Coffee Organization (ICO) recorded that Indonesian coffee consumption in the 2016/2017 period was ranked 6th in the world with the largest coffee consumption in the world. This has become one of the factors driving the development of the coffee shop industry in Indonesia. L'Albero coffee shop is one of the coffee shops in Malang located at Terusan Dieng Street 49b. L'Albero did a soft opening in December 2018. This encourages L'Albero coffee shops to continue to compete in improving their competitive strategy. One way to improve it is by conducting analysis through product quality, service quality and environmental quality. The aim is to find out the factors that can significantly influence customer satisfaction in an effort to attract consumers to visit and keep old customers in order to keep visiting and transacting in the future (customer loyalty). This research was conducted using a questionnaire with 150 respondents. The analysis was conducted using the Partial Least Square (PLS) method with the help of SmartPLS 3.0 software. The results showed that the variables of product quality, service quality and environmental quality had a significant and positive influence on customer satisfaction. From the results of the research analysis it was also found that customer satisfaction also had a positive and significant effect on customer loyalty and that the variables of product quality, service quality and environmental quality have a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable in L'Albero coffee shop
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2019/141/02002099 |
| Uncontrolled Keywords: | Kualitas Produk, Kepuasan Pelanggan, Loyalitas Pelangga, Product Quality, Consumer Satisfaction, Customer Loyalty |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Teknologi Pertanian > Teknologi Industri Pertanian |
| Depositing User: | Nur Cholis |
| Date Deposited: | 10 Aug 2020 06:34 |
| Last Modified: | 21 Oct 2021 04:14 |
| URI: | http://repository.ub.ac.id/id/eprint/181342 |
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