PENGARUH SERVICE QUALITY DAN STORE ATMOSPHERE TERHADAP CUSTOMER DELIGHT: Survei pada Pelanggan industri Coffee Shop lokal di Bandung

Rizqy MulyaPutra Hermawan, - and Bambang Widjajanta, - and Lisnawati, - (2025) PENGARUH SERVICE QUALITY DAN STORE ATMOSPHERE TERHADAP CUSTOMER DELIGHT: Survei pada Pelanggan industri Coffee Shop lokal di Bandung. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi Customer Delight dan minat beli di Coffee Shop lokal di Bandung, mengetahui tingkat Service Quality, Store Atmosphere, dan Customer Delight di Coffee Shop lokal di Bandung, serta untuk menguji pengaruh Service Quality dan Store Atmosphere terhadap Customer Delight. Selain itu, penelitian ini juga bertujuan untuk melihat pengaruh Customer Delight terhadap Minat Beli. Metode yang digunakan dalam penelitian ini adalah metode deskriptif dan verifikatif dengan pendekatan explanatory survey. Pengumpulan data dilakukan melalui survei lapangan, dan data yang terkumpul dianalisis menggunakan aplikasi SPSS dan Structural Equation Modeling Partial Least Squares (SEM PLS). Hasil penelitian menunjukkan bahwa Customer Delight berpengaruh signifikan terhadap Minat Beli dengan nilai koefisien 0,456. Selain itu, Service Quality juga berpengaruh signifikan terhadap minat beli dengan nilai koefisien 0,321, dan Store Atmosphere berpengaruh signifikan terhadap Minat Beli dengan nilai koefisien 0,21. Temuan ini mengindikasikan bahwa kualitas pelayanan, suasana toko, dan kepuasan pelanggan memiliki peran yang signifikan dalam mempengaruhi minat beli pelanggan di Coffee Shop lokal di Bandung. Penelitian ini memberikan wawasan penting bagi pemilik Coffee Shop dalam meningkatkan kualitas layanan dan menciptakan suasana yang menyenangkan untuk meningkatkan minat beli pelanggan. This study aims to analyze the factors that influence Customer Delight and purchase intention at local Coffee Shops in Bandung, to assess the levels of Service Quality, Store Atmosphere, and Customer Delight at these Coffee Shops, and to examine the impact of Service Quality and Store Atmosphere on Customer Delight. Additionally, this study also seeks to explore the effect of Customer Delight on purchase intention. The research method used is descriptive and verificative with an explanatory survey approach. Data collection was conducted through field surveys, and the collected data was analyzed using SPSS and Structural Equation Modeling Partial Least Squares (SEM PLS). The results show that Customer Delight has a significant impact on purchase intention with a coefficient of 0.456. Furthermore, Service Quality significantly influences purchase intention with a coefficient of 0.321, and Store Atmosphere also has a significant impact on purchase intention with a coefficient of 0.21. These findings indicate that Service Quality, Store Atmosphere, and customer satisfaction play significant roles in influencing customer purchase intention at local Coffee Shops in Bandung. This study provides valuable insights for Coffee Shop owners to improve Service Quality and create a pleasant atmosphere to enhance customer purchase intention.

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Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing : Bambang Widjajanta : 5984870 Lisnawati : 5986471
Uncontrolled Keywords:	Customer Delight, Service Quality, Store Atmosphere Customer Delight, Service Quality, Store Atmosphere
Subjects:	H Social Sciences > HF Commerce L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Bisnis
Depositing User:	Rizqy MulyaPutra Hermawan
Date Deposited:	16 Dec 2025 06:45
Last Modified:	16 Dec 2025 06:45
URI:	http://repository.upi.edu/id/eprint/145722

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