Sacharani, Veronika Sheila (2025) Analisis Komparatif Kepuasan Pelanggan: Studi Kasus Outlet Tomoro Coffee Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This research is motivated by the differences in customer satisfaction at the Tomoro Coffee UPN and Tomoro Coffee Tenggilis outlets which are approached by the popularity of an outlet. This study analyzes the factors that influence the level of customer satisfaction at the two Tomoro Coffee Surabaya outlets, which focus on 3 factors: service quality, location, and time management. The research method used is descriptive analysis which is to determine customer characteristics and SEM-PLS analysis aims to determine whether the three significant factors influence customer satisfaction at the Tomoro Coffee UPN and Tomoro Coffee Tenggilis outlets. The results showed that the service quality and location variables at the UPN outlet were significantly positive towards customer satisfaction, while time management was not significant. The service quality variable at the Tenggilis outlet was not significant, the location was significant, and the time management was not significant towards customer satisfaction. The R-Square value at the UPN outlet was 20.8% and the R-Square value at the Tenggilis outlet was 26.7%. The R-Square value at both outlets showed that the variables studied were acceptable. This study expects that the two Tomoro Coffee Surabaya outlets can increase their competitiveness by paying attention to the level of service, location, and time management in order to achieve customer satisfaction and encourage more optimal business growth. Keywords: Comparative, Customer Satisfaction, Tomoro Coffee, WARP PLS Analysis
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | S Agriculture > S Agriculture (General) | ||||||||||||
| Divisions: | Faculty of Agriculture > Departement of Agribusiness | ||||||||||||
| Depositing User: | Veronika Sheila Sacharani | ||||||||||||
| Date Deposited: | 09 Jul 2025 04:11 | ||||||||||||
| Last Modified: | 09 Jul 2025 04:11 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/39320 |
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