Analisis Pengaruh Nilai Pelanggan dan Kualitas Layanan Terhadap Kepuasan Pelanggan dan Pengaruhnya Terhadap Loyalitas Pelanggan (Studi Kasus pada Kafe Walking Drums)

Perwitasari, Nadya (2018) Analisis Pengaruh Nilai Pelanggan dan Kualitas Layanan Terhadap Kepuasan Pelanggan dan Pengaruhnya Terhadap Loyalitas Pelanggan (Studi Kasus pada Kafe Walking Drums). Bachelor thesis, Podomoro University.

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Abstract

Along with the rapid café’s industry in Indonesia, cafe owners must be able to adapt with the market and improve the quality of services which can make customer satisfied and then enable consumption continues. So far, Walking Drums has conceptualized its services well to create customer satisfaction, but it turns out that the data shows that the number of returning customers or in other words loyal each month is less than the number of new visitors, which is a gap in this research. This study uses a quantitative approach using of Structural Equation Model (SEM) Partial Least Square Model components based. Primary data collection used an online questionnaire, distributed to 100 Walking Drums cafe customers who have visited once, then processed the data using SmartPLS version 3.2.7 software. The results show that customer value is not significant to customer satisfaction. Service quality is positive and significant to customer satisfaction. This research also shows that customer satisfaction positively and significantly affects customer loyalty. For research implications, in order to improving customer satisfaction, a cafe can improve service quality with better maintain facilities, empathy for customers, employee responsibilities and responsiveness. Keywords: Customer Value, Service Quality, Customer Satisfaction, Customer Loyalty, Walking Drums

Item Type: Skripsi (Bachelor)
Uncontrolled Keywords: Customer Value, Service Quality, Customer Satisfaction, Customer Loyalty, Walking Drums
Subjects: Entrepreneurship
Faculty: - Entrepreneurship > Entrepreneurship (Skripsi)
Depositing User: Users 38 not found.
Date Deposited: 01 Oct 2018 08:49
Last Modified: 18 Jan 2020 04:03
URI: http://repository.podomorouniversity.ac.id/id/eprint/140

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