AURELIA, MAEDA ALIFVANIA (2025) ANALISIS PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN, DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN DI RUSA.CO COFFESHOP AND BEVERAGES KABUPATEN LUMAJANG. Undergraduate thesis, UPN VETERAN JAWATIMUR.
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Abstract
The rapid development of business in the era of the Industrial Revolution 4.0 has resulted in tight and competitive business competition, making it necessary to implement appropriate strategies to remain competitive. This is especially true for businesses in the food and beverage sector. The growing number of cafés in Lumajang Regency has intensified the competition in the café industry. Service quality has become a top priority in business, as it can fulfill customer needs and satisfaction, which in turn affects customer loyalty. This study aims to examine the influence of service quality, customer satisfaction, and trust on customer loyalty. It uses an associative research type with a quantitative approach. The sample was obtained using the probability sampling method by distributing questionnaires based on predetermined criteria. The study employs multiple linear regression analysis with the assistance of SPSS 25 software. The results of the study indicate that service quality has a significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty, and trust also has a significant effect on customer loyalty. Therefore, in order to remain competitive in the market, Rusa.co Coffeeshop and Beverages must maintain and improve service quality, customer satisfaction, and trust to enhance customer loyalty. Keywords: Service Quality, Customer Satisfaction, Trust, Customer Loyalty
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.27 Business Forecasting H Social Sciences > HD Industries. Land use. Labor > HD59-59.6 Public relations. Industrial publicity H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total Quality Management H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Maeda Alif Maeda Maeda | ||||||||
| Date Deposited: | 23 Jul 2025 06:27 | ||||||||
| Last Modified: | 23 Jul 2025 06:27 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40599 |
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