Kusmadi, Richard (2015) Pengaruh brand identification, service quality dan staff behaviour terhadap brand loyalty J.CO DONUTS&COFFEE di Jakarta Utara: customer satisfaction sebagai variabel mediator / Richard Kusmadi. Skripsi thesis, UNIVERSITAS TARUMANEGARA.
Full text not available from this repository.Abstract
The purposes of this study are: First, to explore the effect among brand identification, service quality and staff behaviour on brand loyalty. Second, to explore the effect among brand identification and service quality on customer satisfaction. Third, to explore the effect of customer satisfaction on brand loyalty. The populations of this research are all J.CO s customer in Jakarta. The samples of this research are collected from J.CO s customer in Kelapa Gading Mall, La Piaza, Artha Gading Mall, Mall of Indonesia, Food Centrum, Pluit Junction and Pluit Village. The method of data collection was conducted by distributing questionnaires 200 respondents. The technique of data alaysis used in this study was regression analysis and mediating test to examine the hypotheses. The result are: (a) the relationship between brand identification, service quality and staff behaviour have a significant and positive effect toward brand loyalty: (b) the relationship between brand identification and service quality have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on brand loyalty; (d) customer satisfaction will mediate the effect between brand identification and service quality on brand loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | Puskom untar untar |
| Date Deposited: | 10 Jul 2018 01:32 |
| Last Modified: | 10 Jul 2018 01:32 |
| URI: | http://repository.untar.ac.id/id/eprint/3774 |
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