Durriyah, Arlin Khozinatud (2023) Pengaruh Inovasi Produk, Kualitas Pelayanan, dan Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Pada Kopi Kenangan The Avenue Merr Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Every company is currently required to create customer satisfaction because satisfaction is important for companies to survive in this increasingly fierce corporate or business competition. The existence of customer satisfaction can lead to the emergence of customer loyalty. This study aims to determine and analyze the effect of product innovation, service quality, and promotion on customer loyalty through customer satisfaction as an intervening variable. This type of research is quantitative research. The method used in this study uses Partial Least Square (PLS) analysis using SmartPLS 3.0 software to examine the relationship between variables. The population in this study are customers who buy and consume Kopi Kenangan The Avenue MERR Surabaya. The number of samples in this study amounted to 100 respondents. The sampling technique uses an accidental technique by collecting data obtained from distributing questionnaires using Google Forms. It is known the results of this study indicate that product innovation, service quality, and promotion have a positive and significant impact on customer satisfaction at The Avenue MERR Surabaya memorable coffee. and product innovation, service quality, and promotions have a positive and significant impact on customer loyalty at the Memories of The Avenue MERR Surabaya. And customer satisfaction has a positive and significant effect on customer loyalty at Kopi Kenangan The Avenue MERR Surabaya
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.27 Business Forecasting |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Arlin Khozinatud Durriyah | ||||||||
| Date Deposited: | 30 Mar 2023 02:16 | ||||||||
| Last Modified: | 30 Mar 2023 02:16 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/12457 |
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