Fitriyah, Nadya Lailatul (2017) Pengaruh Responsiveness Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Starbucks Coffee Di Kota Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini memiliki tujuan untuk mengetahui pengaruh responsiveness terhadap customer loyalty pada Starbucks Coffee Malang yang dimediasi oleh customer satisfaction, baik pengaruh secara langsung maupun tidak langsung. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antar variabel-variabelnya. Penelitian ini menggunakan sampel sebanyak 110 respoden pelanggan Starbucks Coffee Malang dengan menggunakan teknik non-probability sampling. Uji hipotesis dilakukan menggunakan uji t dan sobel test. Analisis data menggunakan Analisis Jalur (Path Analysis) dan dibantu oleh software SPSS 20 untuk memudahkan penelitian. Dari hasil pengujian terhadap keempat hipotesis yang telah dilakukan dapat disimpulkan bahwa variabel responsiveness berpengaruh secara langsung terhadap customer satisfaction. Variabel customer satisfaction berpengaruh secara langsung terhadap customer loyalty. Variabel responsiveness berpengaruh secara langsung terhadap customer loyalty. Variabel responsiveness berpengaruh secara tidak langsung terhadap customer loyalty yang dimediasi oleh customer satisfaction.
English Abstract
This research aims at determining and analyzing the direct and indirect effect of responsiveness on customer loyalty on customers of Starbucks Coffee in Malang mediated by customer satisfaction as the intervening variabelvariable. This explanatory research explains the casual causal relation between variables through hypothesis testing. Through non-probability sampling carried out on customers of Starbucks Coffee in Malang, this research has selected 110 respondents as the sample. The hypothesis testing was done using t test and Sobel test. The data were analyzed using SPSS 20. Based on the four hypotheses, it can be concluded that responsiveness has a direct effect on the customer satisfaction. Customer satisfaction has a positive and significant direct effect on customer loyalty. Responsiveness has a direct effect on customer loyalty. Responsiveness has aan indirect effect on customer loyalty mediated by customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FH/2017/736/051712505 |
| Uncontrolled Keywords: | Responsiveness, Customer satisfaction, Customer loyalty, |
| Subjects: | 300 Social sciences > 331 Labor economics > 331.7 Labor by industry and occupation |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 21 Dec 2017 06:57 |
| Last Modified: | 27 Nov 2020 07:02 |
| URI: | http://repository.ub.ac.id/id/eprint/7387 |
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