Pengaruh Lingkungan Fisik Dan Kualitas Produk Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Generasi Z Di Toko Kopi Bersaudara Mojokerto

Iftikhor, Gevyma Tharis (2025) Pengaruh Lingkungan Fisik Dan Kualitas Produk Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Generasi Z Di Toko Kopi Bersaudara Mojokerto. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

Coffee is one of Indonesia's most important commodities, providing income for coffee farmers, foreign exchange for the country, and raw materials for industry. In recent years, the number of coffee shops in Mojokerto City has increased significantly, in line with growing public interest, especially among the younger generation, in coffee culture. This increase has sparked intense competition among coffee shops, prompting business owners to develop clear positioning and unique differentiation. Customer experience is now determined not only by the taste of the coffee but also by the shop's atmosphere and overall product quality. Toko Kopi Bersaudara in Mojokerto, as one of the local coffee shops targeting the Generation Z segment, needs to understand how these elements are interconnected. This study analyzes how shop ambiance and product quality influence customer loyalty, with customer satisfaction acting as a mediator. The study employs a quantitative approach using a survey method. Data collection was conducted in January-February 2025. Non-probability sampling techniques were used, specifically purposive sampling with a random sampling approach. With a sample of 100 respondents and WarpPLS 7.0 for data analysis, this study measured four variables: shop atmosphere and product quality (exogenous), customer satisfaction (mediation), and customer loyalty (endogenous). The model meets the criteria for both exogenous and endogenous models. The results indicate that store atmosphere and product quality have a positive and significant impact on Gen Z loyalty, mediated by customer satisfaction. To enhance satisfaction and loyalty, businesses can implement bundling strategies and membership reward programs. These findings provide practical insights and policy recommendations to improve Gen Z engagement and retention in local cafes like Bersaudara Coffee.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorWinarno, Sri TjondroNIDN0011025908sritjondro_w@upnjatim.ac.id
Thesis advisorSetyadi, TaufikNIDN0630086601taufiksetyadi.agri@upnjatim.ac.id
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD1401 Agriculture-Economic aspects
Divisions: Faculty of Agriculture > Departement of Agribusiness
Depositing User: Gevyma Tharis Iftikhor
Date Deposited: 29 Jul 2025 04:23
Last Modified: 29 Jul 2025 04:23
URI: https://repository.upnjatim.ac.id/id/eprint/41077

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