Aurelia, Evelyn (2024) PENGARUH SERVICE QUALITY, PRICE FAIRNESS, DAN STORE ATMOSPHERE TERHADAP CUSTOMER LOYALTY KEDAI KOPI KULO DI JAKARTA MELALUI CUSTOMER SATISFACTION SEBAGAI MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
(A) EVELYN AURELIA (115210305)
(B) THE INFLUENCE OF SERVICE QUALITY, PRICE FAIRNESS, AND STORE
ATMOSPHERE ON CUSTOMER LOYALTY OF KEDAI KOPI KULO IN
JAKARTA THROUGH CUSTOMER SATISFACTION AS MEDIATION
(C) xvi + 90 Pages + 56 Tables + 12 Pictures + 6 Attachments
(D) MARKETING MANAGEMENT
(E) Abstract: This study aims to analyze the influence of service quality, price
fairness, and store atmosphere on customer loyalty through customer satisfaction
as a mediating variable at Kedai Kopi Kulo in Jakarta. The research employs a
quantitative method with a cross-sectional survey approach. Data was collected
via questionnaires distributed to 205 respondents selected using purposive
sampling techniques. The findings indicate that service quality does not have a
significant effect on either customer satisfaction or customer loyalty. In contrast,
both price fairness and store atmosphere positively and significantly influence
customer satisfaction, which in turn has a significant impact on customer loyalty.
This research can serve as a reference for Kedai Kopi Kulo to prioritize strategies
that enhance price fairness and store atmosphere.
Keywords: service quality, price fairness, store atmosphere, customer satisfaction,
customer loyalty
(F) Reference list: 72 (1994-2024)
(G) Dr. Tommy Setiawan Ruslim, S.E., M.M.
(A) EVELYN AURELIA (115210305)
(B) PENGARUH SERVICE QUALITY, PRICE FAIRNESS, DAN STORE
ATMOSPHERE TERHADAP CUSTOMER LOYALTY KEDAI KOPI KULO DI
JAKARTA MELALUI CUSTOMER SATISFACTION SEBAGAI MEDIASI
(C) xvi + 90 Halaman + 56 Tabel + 12 Gambar + 6 Lampiran
(D) MANAJEMEN PEMASARAN
(E) Abstrak: Penelitian ini bertujuan untuk menganalisis pengaruh service
quality, price fairness, dan store atmosphere terhadap customer loyalty melalui
customer satisfaction sebagai variabel mediasi pada Kedai Kopi Kulo di Jakarta.
Penelitian ini menggunakan metode kuantitatif dengan pendekatan survei crosssectional.
Data diperoleh melalui kuesioner yang disebarkan kepada 205
responden, yang dipilih menggunakan teknik purposive sampling. Berdasarkan
hasil penelitian menunjukkan bahwa service quality tidak memiliki pengaruh
signifikan terhadap customer satisfaction maupun customer loyalty. Sebaliknya,
price fairness dan store atmosphere memiliki pengaruh positif dan signifikan
terhadap customer satisfaction, yang selanjutnya berpengaruh signifikan terhadap
customer loyalty. Penelitian ini dapat dijadikan acuan bagi Kedai Kopi Kulo
dalam mengutamakan strategi yang berfokus pada peningkatan aspek keadilan
harga dan suasana toko.
Kata Kunci : service quality, price fairness, store atmosphere, customer
satisfaction, customer loyalty
(F) Daftar Pustaka: 72 (1994-2024)
(G) Dr. Tommy Setiawan Ruslim, S.E., M.M.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 12 Jun 2025 02:11 |
| Last Modified: | 12 Jun 2025 02:11 |
| URI: | https://repotest.untar.ac.id/id/eprint/47111 |
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