Faumara, Bebyzanna Bella (2025) Pengaruh Kualitas Layanan, Kualitas Produk, dan Harga Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Tom Sushi Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This research was conducted to examine the extent to which service quality, product quality, and price are able to shape customer loyalty, with customer satisfaction as the link, at Tom Sushi Surabaya. This research departs from the phenomenon of increasing Japanese culinary trends in Indonesia as well as the business need to keep customers loyal in the midst of fierce competition. Using a quantitative approach and purposive sampling technique of 100 respondents, the data was analyzed using the Partial Least Square (PLS) method. The research findings show that product quality and price have a positive and significant impact on customer satisfaction, while service quality does not show a significant influence. Customer loyalty was shown to be influenced by price and satisfaction level, but not directly by service or product quality. On the other hand, customer satisfaction plays an intermediary role in the relationship between product quality and price and loyalty, but not service quality. Keywords: service quality, product quality, price, customer satisfaction, customer loyalty
| 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: | bebyzanna b bella | ||||||||
| Date Deposited: | 19 May 2025 07:27 | ||||||||
| Last Modified: | 19 May 2025 07:27 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/36336 |
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