Abdichianto, Viona Virtuna (2023) PENGARUH SERVICE QUALITY, FOOD QUALITY, PRICE FAIRNESS TERHADAP CUSTOMER LOYALTY KEDAI KOPI JANJI JIWA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
ABSTRACT TARUMANAGARA UNIVERSITY FACULTY OF ECONOMICS AND BUSINESS JAKARTA (A) VIONA VIRTUNA ABDICHIANTO (115200077) (B) THE INFLUENCE OF SERVICE QUALITY, FOOD QUALITY, PRICE FAIRNESS ON CUSTOMER LOYALTY AT JANJI JIWA COFFEE SHOP WITH CUSTOMER SATISFACTION AS THE MEDIATING VARIABLE (C) XVII + 142 Pages + 41 Tables + 13 Pictures + 6 Attachments (D) MARKETING MANAGEMENT (E) Abstract: The purpose of this study is examining the effect of service quality, food quality, and price fairness on customer loyalty mediated by customer satisfaction. The population in this study are customers of Janji Jiwa coffee shop in Jakarta, with a sample size of 243 respondents. This research method uses purposive sampling with a type of sample selection technique, namely judgmental sampling. Respondent data collection is carried out by distributing questionnaires online via google forms. The results show that service quality, food quality, and price fairness can have a positive and significant effect on customer satisfaction. Additionally, it is found that customer satisfaction mediates the influence of service quality, food quality, and price fairness positively and significantly on customer loyalty. Beyond contributing to academic knowledge, this research provides practical insights for Janji Jiwa by enhancing service quality, food quality, price fairness, customer satisfaction, and customer loyalty. Keywords: service quality, food quality, price fairness, customer satisfaction, customer loyalty. (F) Reference list: 84 (1985- 2023) (G) Tommy Setiawan Ruslim, S.E., M.M. ABSTRAK UNIVERSITAS TARUMANAGARA FAKULTAS EKONOMI DAN BISNIS JAKARTA (A) VIONA VIRTUNA ABDICHIANTO (115200077) (B) PENGARUH SERVICE QUALITY, FOOD QUALITY, PRICE FAIRNESS TERHADAP CUSTOMER LOYALTY KEDAI KOPI JANJI JIWA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI (C) XVII + 142 Halaman + 41 Tabel + 13 Gambar + 6 Lampiran (D) MANAJEMEN PEMASARAN (E) Abstrak: Penelitian ini bertujuan untuk menguji pengaruh service quality, food quality, price fairness terhadap customer loyalty yang dimediasi oleh customer satisfaction. Populasi pada penelitian ini adalah pelanggan kedai kopi Janji Jiwa di Jakarta, dengan jumlah sampel sebanyak 243 responden. Metode penelitian ini menggunakan purposive sampling dengan tipe teknik, yaitu judgmental sampling. Pengumpulan data responden dilakukan dengan melakukan penyebaran kuesioner secara online melalui google form. Data yang terkumpul, kemudian dilakukan pengolahan menggunakan PLS-SEM dengan software SmartPLS 4. Hasil penelitian menunjukkan bahwa service quality, food quality, dan price fairness dapat berpengaruh secara positif dan signifikan terhadap customer satisfaction. Selain itu, ditemukan customer satisfaction mampu memediasi pengaruh antara service quality, food quality, dan price fairness secara positif dan signifikan terhadap customer loyalty. Penelitian ini berpotensi menjadi landasan teoritis bagi pengembangan ilmu pengetahuan akademis serta menjadi solusi permasalahan kedai kopi Janji Jiwa dengan meningkatkan service quality, food quality, price fairness, customer satisfaction, dan customer loyalty. Kata kunci: service quality, food quality, price fairness, customer satisfaction, customer loyalty. (F) Daftar Pustaka: 84 (1985- 2023) (G) Tommy Setiawan Ruslim, S.E., M.M.
| Item Type: | Thesis (Skripsi) |
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| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 10 Sep 2024 07:54 |
| Last Modified: | 10 Sep 2024 07:54 |
| URI: | http://repository.untar.ac.id/id/eprint/44401 |
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