Firmansyah, Moh. Fajar (2023) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL MODERASI DI KEDAI KOPI TEKO BANYUWANGI. Undergraduate thesis, UPN "Veteran" Jawa Timur.
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Abstract
Drinking coffee in coffee shops has become a habit of Indonesian people, coffee shops are also the destination of certain activities, such as meeting with clients, as a place for socialization, or as a place of learning for students and university students. The more developed and increasing business people in the field of coffee shops, the more challenging business actors are to be able to compete in a competitive and dynamic market. The purpose of this research is to obtain some information and analyze the influence of service quality on consumer loyalty with consumer satisfaction as a moderation variable in Banyuwangi coffee shops. This research was conducted by adopting a type of quantitative descriptive research, and applying non-probability sampling with purposive sampling techniques to 91 respondents of coffee shop consumers. All hypotheses in this study were tested by applying analysis that adopts component-based SEM using PLS. Online questionnaires conducted using Google Forms are the measurement tools applied in this study. Based on statistical calculations, researchers found that service quality can significantly affect customer loyalty and customer satisfaction cannot moderate the relationship of service quality to consumer loyalty. Keywords: service quality, customer loyalty, customer satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | moh. fajar firmansyah | ||||||||
| Date Deposited: | 25 Aug 2023 02:04 | ||||||||
| Last Modified: | 25 Aug 2023 02:04 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/16922 |
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