Daniswara, Bayu and Sunarti, Dr., S.Sos., MAB (2022) The Influence of Service Quality towards Customers Satisfaction and Repurchase Intention (Study on Hardi Coffee and Workspace, Tangerang Selatan). Sarjana thesis, Universitas Brawijaya.
Abstract
Era globalisasi merupakan perubahan global yang melanda seluruh dunia. Negara kondisi dunia saat ini tentu berbeda dengan keadaan di masa lalu. Perubahan ini juga terjadi dengan gaya hidup masyarakat di masa depan. Perkembangan yang sangat pesat Bisnis Coffee Shop saat ini didukung oleh perubahan gaya hidup masyarakat Orang Indonesia. Persaingan bisnis yang semakin ketat, terutama di sektor perdagangan, telah memberikan peluang dan manfaat bagi pembangunan dunia bisnis khususnya Food & Beverages. Faktor harga yang relatif sama antar Warung Kopi, ada juga yang genap lebih murah, serta faktor produk, kemudahan dan kemudahan dalam berkunjung mendorong persaingan antar pelaku bisnis Coffee Shop menjadi semakin ketat. Warung Kopi yang memiliki keterampilan tinggi dalam memberikan pelayanan kepada mereka konsumen dapat bersaing di pasar. Menghadapi semakin sengit persaingan, Kedai Kopi perlu memperhatikan banyak hal, terutama kemampuan bersaing tidak hanya ditentukan oleh daya saing harga produk, tetapi juga dipengaruhi oleh kemampuan perusahaan untuk menghasilkan jasa yang sesuai dengan keinginan pelanggan. kebutuhan dan keinginan. Penelitian terdahulu yang digunakan dalam penelitian ini adalah penelitian Selvi & Risca (2021), I Wayan (2020), Wahid & Kabul (2020). Jenis penelitian ini bersifat eksplanatori penelitian dengan pendekatan kuantitatif. Variabel bebas yang digunakan dalam penelitian ini adalah Kualitas Layanan, variabel perantara yang digunakan dalam penelitian ini adalah Pelanggan Kepuasan dan variabel terikat dalam penelitian ini adalah Repurchase Intention. Itu jumlah sampel yang digunakan adalah 116 responden yang sesuai dengan populasi dan kriteria sampel yaitu Pelanggan Hardi Coffee dan Workspace sebanyak 17 orang tahun, minimal 2 kali transaksi di Hardi Coffee and Workspace dan tinggal di Tangerang Selatan. Analisis data yang digunakan adalah analisis deskriptif dan analisis jalur, dapat diketahui bahwa (1) Kualitas Pelayanan berpengaruh signifikan dan positif terhadap Kepuasan Pelanggan, (2) Service Quality berpengaruh signifikan dan positif terhadap Repurchase Intention, (3) Kepuasan Pelanggan berpengaruh signifikan dan positif terhadap Repurchase Intention, (4) Service Quality berpengaruh signifikan dan positif terhadap Repurchase Niat melalui Kepuasan Pelanggan.
English Abstract
The era of globalization is a global change that has hit the whole world. The state of the world today is certainly different from the state of the past. These changes also occur with the lifestyle of the people in the future. The very rapid development of the Coffee Shop business is currently supported by changes in the lifestyle of the Indonesian people. The increasingly fierce business competition, especially in the trade sector, has provided opportunities and benefits for the development of the business world, especially Food & Beverages. The price factor which is relatively the same between Coffee Shops, some are even cheaper, as well as product factors, convenience and facilities in visiting have encouraged competition between Coffee Shop business people to become increasingly tight. Coffee Shops that have high skills in providing services to their customers will be able to compete in the market. Facing increasingly fierce competition, Coffee Shops need to pay attention to many things, especially the ability to compete not only determined by the competitiveness of the products price, but also influenced by the company's ability to produce services that suit customers’ needs and wants. The previous research used in this study is the research of Selvi & Risca (2021), I Wayan (2020), Wahid & Kabul (2020). This type of research is explanatory research with a quantitative approach. The independent variable used in this study is Service Quality, the intermediary variable used in this study is Customer Satisfaction and the dependent variable in this study is Repurchase Intention. The number of samples used was 116 respondents who matched the population and sample criteria, namely, Hardi Coffee and Workspace Customers who were 17 years old, at least had 2 transactions at Hardi Coffee and Workspace and lived in South Tangerang. The data analysis used is descriptive analysis and path analysis, it can be seen that (1) Service Quality has a significant and positive effect on Customer Satisfaction, (2) Service Quality has a significant and positive effect on Repurchase Intention, (3) Customer Satisfaction has a significant and positive effect on Repurchase Intention, (4) Service Quality has a significant and positive effect on Repurchase Intention through Customer Satisfaction
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0522030258 |
| Uncontrolled Keywords: | Coffee Shop, Service Quality, Customer Satisfaction, Repurchase Intention |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 29 May 2023 08:35 |
| Last Modified: | 29 May 2023 08:35 |
| URI: | http://repository.ub.ac.id/id/eprint/200595 |
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Text (DALAM MASA EMBARGO)
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