Fadjar Sukarson, - (2024) PENGARUH SERVICE QUALITY TERHADAP COSTUMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI: Survei pada Pelanggan Coffee Shop Toko Mansure. S1 thesis, Universitas Pendidikan Indonesia.
![[img]](http://repository.upi.edu/style/images/fileicons/text.png) |
Text
S_PEM_2007867_Title.pdf Download (783kB) |
|
Text
S_PEM_2007867_Chapter1.pdf Download (318kB) |
|
Text
S_PEM_2007867_Chapter2.pdf Restricted to Staf Perpustakaan Download (441kB) |
|
Text
S_PEM_2007867_Chapter3.pdf Download (475kB) |
|
Text
S_PEM_2007867_Chapter4.pdf Restricted to Staf Perpustakaan Download (680kB) |
|
Text
S_PEM_2007867_Chapter5.pdf Download (104kB) |
|
Text
S_PEM_2007867_Appendix.pdf Restricted to Staf Perpustakaan Download (1MB) |
Abstract
Setiap tahun, konsumsi minuman kopi di masyarakat terus meningkat. Hal ini dipicu oleh menjamurnya fenomena coffee shop di kalangan masyarakat. Kondisi ini mendorong para pengusaha coffee shop di sektor food and beverage untuk menjaga kualitas layanan, baik dari segi produk maupun pelayanan, guna mempertahankan loyalitas pelanggan. Namun, di tengah fenomena peningkatan konsumsi kopi dan menjamurnya coffee shop khususnya pada kota Bandar Lampung, namun terjadi fenomena penurunan loyalitas pelanggan di salah satu coffee shop, yaitu Toko Mansure. Fenomena ini dapat diatasi dengan berbagai cara, salah satunya melalui pengaruh service quality. Oleh karena itu, penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap customer loyalty melalui customer satisfaction, serta meneliti Gambaran umum service quality, tingkat customer satisfaction, dan customer loyalty di coffee shop Toko Mansure. Penelitian ini menggunakan metode kuantitatif dengan desain deskriptif dan kausalitas, melibatkan 425 responden yang pernah melakukan pembelian produk di coffee shop Toko Mansure lebih dari dua kali. Kuesioner disebarkan melalui online form Machform dengan QR code yang ditempatkan di coffee shop Toko Mansure. Teknik analisis yang digunakan adalah Structural Equation Model (SEM) dengan software SmartPLS 3.2.9. Hasil penelitian menunjukkan bahwa gambaran service quality, tingkat customer satisfaction, dan customer loyalty berada pada kategori tinggi. Terdapat pengaruh langsung positif dan signifikan antara service quality dengan customer satisfaction, customer satisfaction dengan customer loyalty, dan service quality dengan customer loyalty. Selain itu, ditemukan juga pengaruh tidak langsung antara service quality dengan customer loyalty melalui mediasi customer satisfaction. Kesimpulannya, service quality coffee shop Toko Mansure memiliki peran penting dalam membangun customer satisfaction sehingga meningkatkan customer loyalty. Oleh karena itu, Toko Mansure sebaiknya terus fokus dan meningkatkan aspek-aspek service quality untuk menarik transaksi pelanggan dan membangun loyalitas pelanggan terhadap Toko Mansure. Every year, the consumption of coffee drinks in society continues to increase. This is triggered by the proliferation of the coffee shop phenomenon among the public. This condition encourages coffee shop entrepreneurs in the food and beverage sector to maintain service quality, both in terms of products and services, to maintain customer loyalty. However, during the phenomenon of increasing coffee consumption and the proliferation of coffee shops, especially in the city of Bandar Lampung, there is a phenomenon of decreasing customer loyalty in one of the coffee shops, namely Toko Mansure. This phenomenon can be overcome in various ways, one of which is through the influence of service quality. Therefore, this study aims to determine the effect of service quality on customer loyalty through customer satisfaction, as well as to describe the general service quality, level of customer satisfaction, and customer loyalty at Toko Mansure coffee shop. This research uses quantitative methods with descriptive and causality designs, involving 425 respondents who have purchased products at Toko Mansure coffee shop more than twice. The questionnaire was distributed through the online Machform form with a QR code placed in the coffee shop Toko Mansure. The analysis technique used is the Structural Equation Model (SEM) with SmartPLS 3.2.9 software. The results showed that the description of service quality, the level of customer satisfaction, and customer loyalty were in the high category. There are positive and significant direct effects between service quality and customer satisfaction, customer satisfaction and customer loyalty, and service quality and customer loyalty. In addition, there was also found an indirect effect between service quality and customer loyalty through the mediation of customer satisfaction. In conclusion, the service quality of Toko Mansure coffee shop has an important role in building customer satisfaction to increase customer loyalty. Therefore, Toko Mansure should continue to focus and improve service quality aspects to attract customer transactions and build customer loyalty to Toko Mansure.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=id&user=u5IKeQgAAAAJ ID SINTA Dosen Pembimbing Asep Miftahuddin: 6750370 Arief Budiman: 5992927 |
| Uncontrolled Keywords: | Kata Kunci: Service quality, Customer loyalty, Customer Satisfaction, Metode Kuantitatif, Structural Equation Model (SEM). Key Word: Service quality, Customer satisfaction, Customer loyalty, Quantitative Method, Structural Equation Model (SEM). |
| Subjects: | H Social Sciences > HF Commerce T Technology > TX Home economics |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan) |
| Depositing User: | Fadjar Sukarson |
| Date Deposited: | 27 Sep 2024 01:17 |
| Last Modified: | 27 Sep 2024 01:17 |
| URI: | http://repository.upi.edu/id/eprint/125896 |
Actions (login required)
 |
View Item |