Fasya, Salsabila Azizah and Aniesa Samira Bafadha, S.AB., M.AB (2022) Pengaruh Tangible Service Quality terhadap Kepuasan Pelanggan dan Dampaknya pada Minat Pembelian Ulang (Survei Online pada Pelanggan Latar Ijen Resto & Coffee Shop Kota Malang). Sarjana thesis, Universitas Brawijaya..
Abstract
Penelitian ini memiliki tujuan untuk (1) mengetahui dan menjelaskan pengaruh Tangible Service Quality terhadap Kepuasan Pelanggan pada Latar Ijen Resto & Coffee Shop Kota Malang, (2) mengetahui dan menjelaskaan pengaruh Tangible Service Quality terhadap Minat Pembelian Ulang pada Latar Ijen Resto & Coffee Shop Kota Malang, (3) mengetahui dan menjelaskan pengaruh Kepuasan Pelanggan terhadap Minat Pembelian Ulang pada Latar Ijen Resto & Coffee Shop Kota Malang. Penelitian ini adalah penelitian berjenis explanatory research dengan pendekatan kuantitatif. Variabel pada penelitian ini yaitu Tangible Service Quality, Kepuasan Pelanggan dan Minat Pembelian Ulang. Populasi pada penelitian ini adalah pelanggan Latar Ijen Resto & Coffee Shop Kota Malang. Jumlah sampel yang digunakan yaitu 100 responden. Teknik pengambilan sampel menggunakan non probability sampling dengan teknik purposive sampling. Analisis data yang digunakan yaitu analisis deskriptif dan analisis jalur. Hasil penelitian ini menunjukkan bahwa Tangible Service Quality (X) terhadap Kepuasan Pelanggan (Z) pada Latar Ijen Resto & Coffee Shop Kota Malang memiliki pengaruh signifikan dengan nilai koefisien beta sebesar 0,700, Tangible Service Quality (X) terhadap Minat Pembelian Ulang (Y) pada Latar Ijen Resto & Coffee Shop Kota Malang memiliki pengaruh signifikan dengan nilai koefisien beta sebesar 0,590, dan Kepuasan Pelanggan (Z) terhadap Minat Pembelian Ulang (Y) pada Latar Ijen Resto & Coffee Shop Kota Malang memiliki pengaruh signifikan dengan nilai koefisien beta sebesar 0,676.
English Abstract
The aims of this research was to (1) identified and explained the effect of Tangible Service Quality on Customer Satisfaction at the Ijen Resto & Coffee Shop in Malang City, (2) identified and explained the effect of Tangible Service Quality on Repurchase Intention in the Ijen Resto & Coffee Shop City Background. Malang, (3) identified and explained the effect of Customer Satisfaction on Repurchase Intention at the Ijen Resto & Coffee Shop in Malang City. This research is an explanatory research type with a quantitative approach. The variables in this research are Tangible Service Quality, Customer Satisfaction and Repurchase Intention. The population in this research were customers of Ijen Resto & Coffee Shop Malang City and used 100 respondents for a sample. The sampling technique used was non-probability sampling with purposive sampling technique. The analysis in this research used descriptive analysis and Path Analysis. The results showed that the Tangible Service Quality (X) had a significant effect on Customer Satisfaction (Z) at the Ijen Resto & Coffee Shop in Malang City with a beta coefficient of 0.700, Tangible Service Quality (X) had a significant effect on Repurchase Intention (Y) at the Ijen Resto & Coffee Shop in Malang City with a beta coefficient of 0.590, and Customer Satisfaction (Z) had a significant effect on Repurchase Intention (Y) at the Ijen Resto & Coffee Shop in Malang City with a beta coefficient of 0.676. Keywords:
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0522030278 |
| Uncontrolled Keywords: | Customer Satisfaction,Repurchase Intention,Tangible Service Quality |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 28 Aug 2023 08:46 |
| Last Modified: | 28 Aug 2023 08:46 |
| URI: | http://repository.ub.ac.id/id/eprint/202682 |
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