ANALISIS LOYALITAS PELANGGAN TOMORO COFFEE SURABAYA DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI PADA GENERASI “Z”

Ambarwati, Rosyi Hanun (2026) ANALISIS LOYALITAS PELANGGAN TOMORO COFFEE SURABAYA DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI PADA GENERASI “Z”. Masters thesis, UPN Veteran Jawa Timur.

	Text (Cover) 24061020004-Cover.pdf Download (826kB)
	Text (Bab 1) 24061020004-bab 1.pdf Download (369kB)
	Text (Bab 2) 24061020004-bab 2.pdf Restricted to Repository staff only until 20 July 2029. Download (500kB) \| Request a copy
	Text (Bab 3) 24061020004-bab 3.pdf Restricted to Repository staff only until 20 July 2029. Download (417kB) \| Request a copy
	Text (Bab 4) 24061020004-bab 4.pdf Restricted to Repository staff only until 20 July 2029. Download (775kB) \| Request a copy
	Text (Bab 5) 24061020004-bab 5.pdf Download (309kB)
	Text (Daftar Pustaka) 24061020004-daftarpustaka.pdf Download (289kB)
	Text (Lampiran) 24061020004-lampiran.pdf Restricted to Repository staff only until 20 July 2029. Download (959kB) \| Request a copy

Abstract

This study aims to analyze the influence of product quality, price suitability, and electronic word of mouth (e-WOM) on customer loyalty with customer satisfaction as a mediating variable among Tomoro Coffee customers in Surabaya. The increasingly competitive coffee shop industry requires companies to maintain product quality, offer prices that match the value perceived by customers, and utilize digital communication to enhance customer satisfaction and loyalty. Therefore, this study was conducted to examine both the direct and indirect relationships among the research variables. This study employed a quantitative approach using an explanatory research method. The sampling technique used was purposive sampling, with a total of 120 Tomoro Coffee customers in Surabaya who met the research criteria. Data were collected through questionnaires using a Likert scale. The data were analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the assistance of SmartPLS 4 software. The results indicate that product quality has a significant contribution to customer loyalty. Price suitability also contributes significantly to customer loyalty. In addition, product quality and price suitability significantly influence customer satisfaction. Customer satisfaction also has a significant contribution to customer loyalty. However, electronic word of mouth (e-WOM) does not significantly contribute to either customer loyalty or customer satisfaction. Furthermore, customer satisfaction is unable to mediate the effects of product quality, price suitability, and e-WOM on customer loyalty. These findings indicate that Tomoro Coffee customer loyalty is more strongly influenced by customers’ direct experiences with product quality and price suitability than by information obtained through digital media. Therefore, the company is expected to continuously maintain product quality, offer prices that are aligned with the benefits received by customers, and improve customer satisfaction in order to sustain and enhance customer loyalty. Keywords: Product Quality, Price Suitability, Electronic Word of Mouth (eWOM), Customer Satisfaction, Customer Loyalty, Tomoro Coffee.

Item Type:

Thesis (Masters)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Nur, Dhani Ichsanuddin	NIDN0724096302	dhaniin.ma@upnjatim.ac.idpertiwi.mnj@upnjatim.ac.id
Thesis advisor	Haryana, Nanik	NIDN2110108701	nanik.hariyana.ma@upnjatim.ac.id

Subjects:

H Social Sciences > HC Economics

Divisions:

Faculty of Economic and Business > Magister Management

Depositing User:

ROSYI HANUN AMBARWATI

Date Deposited:

20 Jul 2026 04:04

Last Modified:

20 Jul 2026 06:04

URI:

https://repository.upnjatim.ac.id/id/eprint/55889