Rachmawati, Nita (2019) Pengaruh Kualitas Produk, Kualitas Layanan Dan Kualitas Lingkungan Terhadap Kepuasan Dan Loyalitas Konsumen Pada Kedai Kopi Ruang Rindu Dinoyo, Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Bisnis kedai kopi berkembang pesat di kota-kota besar salah satunya yaitu di Kota Malang. Kedai kopi di Kota Malang sendiri semakin banyak yang berdiri dan tersebar diseluruh penjuru kota. Salah satu bisnis kedai kopi yang ada di Kota Malang yaitu kedai kopi Ruang Rindu. Persaingan bisnis yang ketat memaksa kedai kopi Ruang Rindu untuk terus berlomba dalam menerapkan strategi bersaingannya melalui kepuasan dan loyalitas konsumen. Penelitian ini dilakukan dengan menggunakan metode Partial Least Square (PLS). Metode PLS digunakan untuk mengetahui bagaimana pengaruh variabel kualitas produk, kualitas layanan dan kualitas lingkungan terhadap kepuasan dan loyalitas konsumen sehingga kepuasan dan loyalitas konsumen di kedai kopi Ruang Rindu dapat ditingkatkan. Data diperoleh dari penyebaran kuesioner secara langsung terhadap 150 responden yang datang pada saat dilakukan penelitan dan melakukan pembelian minimal 2 kali dalam 3 bulan terakhir. Berdasarkan dari penelitian yang telah dilakukan didapatkan hasil bahwa kualitas produk, kualitas layanan dan kualitas lingkungan berpengaruh terhadap kepuasan konsumen. Kualitas produk berpengaruh signifikan terhadap loyalitas konsumen namun kualitas layanan dan kualitas lingkungan tidak berpengaruh signifikan terhadap loyalitas konsumen. Kepuasan konsumen tidak berpengaruh signifikan terhadap loyalitas konsumen. Kualitas produk, kualitas layanan dan kualitas lingkungan tidak berpengaruh signifikan terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen.
English Abstract
Coffee shop business is growing rapidly in big cities, one of which is in the Malang City. Many coffee shops in Malang stand and are spread throughout the city. One of the coffee shop businesses in Malang is Ruang Rindu Coffee Shop. Tight business competition forced Ruang Rindu Coffee Shop to continue to compete in implementing its competitive strategy through customer satisfaction and loyalty. This research was conducted by the Partial Least Square (PLS) method. The PLS method is used to find out how the influence of product quality, service quality and environmental quality variables on customer satisfaction and loyalty so that customer satisfaction and loyalty in Ruang Rindu coffee shop can be improved. Data obtained from distributing questionnaires directly to 150 respondents who came at the time of the research and has bought at least 2 times in the last 3 months. Based on the research that has been done, the results show that product quality, service quality and environmental quality affect customersatisfaction. Product quality has a significant effect on customer loyalty but service quality and environmental quality have no significant effect on customer loyalty. Customer satisfaction does not significantly influence customer loyalty. Product quality, service quality and environmental quality have no significant effect on customer loyalty mediated by customer satisfaction
Other obstract
-
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2019/298/052002259 |
| Uncontrolled Keywords: | Kedai Kopi, Kepuasan Konsumen, Loyalitas Konsumen, Coffee Shop, Consumer Satisfaction, Consumer 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 06:30 |
| Last Modified: | 10 Aug 2020 06:30 |
| URI: | http://repository.ub.ac.id/id/eprint/181432 |
![[thumbnail of NITA RACHMAWATI (2).pdf]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text
NITA RACHMAWATI (2).pdf Download (4MB) |
Actions (login required)
 |
View Item |