Rahman, Salsabila Ramadhani (2024) Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Konsumen Kopi Janji Jiwa Rungkut Surabaya). Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.
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Abstract
Business growth today has grown rapidly, especially in the Food and Beverage (F&B) industry. Especially in the culinary field of the coffee shop business. So that coffee consumption has increased and coffee shops are diverse. The importance of each company is required to provide service and trust to customers through customer satisfaction in order to achieve a high level of customer loyalty. This study aims to determine the effect of service quality and trust on customer loyalty through customer satisfaction as an intervening variable at Kopi Janji Jiwa Rungkut Surabaya. This type of research uses quantitative research. The population in this study are consumers who buy and consume Kopi Janji Jiwa Rungkut Surabaya products. Sampling in this study using purposive sampling technique with a total of 100 respondents. Data sources were taken through questionnaires, books, websites and literature. The data collection technique was carried out by distributing questionnaires using Google Form. The data analysis technique used in this study is to use Partial Least Square to test the relationship between one or more independent variables and the dependent variable. The results of this study indicate that service quality and trust affect customer loyalty, service quality and trust affect customer satisfaction, satisfaction affects customer loyalty, service quality affects customer loyalty, and service quality affects customer satisfaction. Keywords : Service Quality, Trust, Customer Loyalty, Customer Satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Salsabila Ramadhani Rahman | ||||||||
| Date Deposited: | 20 Mar 2024 06:26 | ||||||||
| Last Modified: | 20 Mar 2024 06:26 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/21475 |
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