PENGARUH ATMOSPHERE, BRAND IMAGE, PRODUCT QUALITY, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DI DISTRICT 7 CABANG JAKARTA UTARA

DJAKARIA, MARCELLINO (2021) PENGARUH ATMOSPHERE, BRAND IMAGE, PRODUCT QUALITY, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DI DISTRICT 7 CABANG JAKARTA UTARA. Skripsi thesis, Universitas Tarumanagara.

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Abstract

The purpose of this study is to find a positive significant effect between atmosphere, brand image, product quality, and service quality to customer satisfaction at District 7 North Jakarta branch. Population of this study are those who already purchased and consumed District 7 North Jakarta branch’s. 120 samples on this study use non-probability sampling with convenience sampling method and used PLS-SEM. The result on this study show there is a positive and significant effect from brand image and service quality to customer satisfaction. And there is positive and insignificant effect from atmosphere and product quality to online customer satisfaction District 7 branch of North Jakarta. This can be a suggestion for District 7 branch of North Jakarta in increasing customer satisfaction. Keywords: Atmosphere, Brand Image, Product Quality, Service Quality, Customer Satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh positif dan signifikan antara variabel atmosphere, brand image, product quality, and service quality terhadap customer satisfaction District 7 cabang Jakarta Utara. Populasi dalam penelitian ini adalah orang yang telah membeli dan mengkonsumsi kopi District 7 cabang Jakarta Utara. Sampel dalam penelitian ini sebanyak 120 responden, menggunakan teknik non- probability sampling dengan metode purposive sampling dan PLS-SEM. Hasil penelitian ini menunjukan adanya pengaruh positif dan signifikan dari brand image dan service quality terhadap customer satisfaction. Serta pengaruh positif dan tidak signifikan atmosphere dan product quality terhadap customer satisfaction District 7 cabang Jakarta Utara. Hal ini dapat menjadi masukkan untuk District 7 cabang Jakarta Utara dalam meningkatkan kepuasan pelanggan. Kata kunci: Atmosphere, Brand Image, Product Quality, Service Quality, Customer Satisfaction

Item Type: Thesis (Skripsi)
Subjects: Skripsi/Tugas Akhir
Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: FE Perpus
Date Deposited: 15 Jun 2022 03:18
Last Modified: 26 Jul 2023 03:41
URI: http://repository.untar.ac.id/id/eprint/36140

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