Marchelina, Shelvia (2023) Analisis Kepuasan Dan Loyalitas Konsumen Excelso Cafe Jemursari Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur Surabaya.
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Abstract
This study aims to determine the characteristics, satisfaction and loyalty of consumers Excelso Cafe Jemursari Surabaya. The research was conducted in September - October 2022 at Excelso Cafe Jemursari, the number of respondents was 100 people who were selected non-probabilityly using the incidental sampling method. The method in this study uses descriptive analysis, CSI and IPA. Primary data collection was carried out by filling out questionnaires by respondents, and secondary data was obtained from journals, books and previous literature. The results showed that the consumers who visited the most were female, with an average consumer in the productive age of 22-27 years, last education bachelor/diploma, marital status was not married, and had a monthly income of IDR 2,500,000 - IDR 5,000. 000 and is a civil servant / private. Excelso Cafe Jemursari's consumers are satisfied with the products and services provided. Attributes that must be maintained based on the Importance Performance Index are price, taste, cleanliness, and employee friendliness. Measurement of Customer Satisfaction Excelso Cafe Jemursari's consumer index on the attributes applied is 76.20%, which means consumers are in the category of satisfaction with the products and services provided. Consumer loyalty is good, because the number of committed buyers is 96% higher than switcher buyers, which is 40%. This shows that consumers are willing to make repeat purchases and recommend to other parties. Keywords: Willingness to Pay, Beef, Logistic Regression, Consumer, CVM
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD1401 Agriculture-Economic aspects | ||||||||||||
| Divisions: | Faculty of Agriculture > Departement of Agribusiness | ||||||||||||
| Depositing User: | Shelvia Ma Shelvia Shelvia Marchelina | ||||||||||||
| Date Deposited: | 30 Jan 2023 05:15 | ||||||||||||
| Last Modified: | 30 Jan 2023 05:15 | ||||||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/11931 |
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