Fortune, Juan Pascalis (2024) “PENGARUH DIMENSI SERVICE QUALITY (RELIABLITY, ASSURANCE, RESPONSIVENESS, TANGBILES DAN EMPATHY) TERHADAP CUSTOMER SATISFACTION PADA EXCELSO DI DKI JAKARTA”. Skripsi thesis, Universitas Tarumanagara.

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Abstract

(A) JUAN PASCALIS FORTUNE
(B) THE EFFECT OF SERVICE QUALITY DIMENSIONS (RELIABILITY,
ASSURANCE, RESPONSIVENESS, TANGIBLES AND EMPATHY) ON
CUSTOMER SATISFACTION AT EXCELSO COFFEE SHOP IN DKI JAKARTA
(C) XVIII + 98 Pages, 27 Tables, 5 Pictures, 6 Attachments
(D) MARKETING MANAGEMENT
(E) Abstrak: This study aims to evaluate the extent to which the dimensions of
service quality—namely reliability, assurance, responsiveness, tangibles, and
empathy—influence customer satisfaction at Excelso Coffee Shop in the DKI
Jakarta area. A quantitative approach was employed using a survey method, in
which data were collected through an online questionnaire distributed to 106
Excelso customers. The sampling technique used was purposive sampling, and data
were analyzed using the Partial Least Squares - Structural Equation Modeling
(PLS-SEM) method with the assistance of SmartPLS 4 software. The analysis
results reveal that reliability, assurance, and empathy have a positive and
significant relationship with customer satisfaction. However, the responsiveness
and tangibles dimension does not show a significant effect. These findings suggest
that Excelso’s management should focus more on improving service aspects that
have been proven to directly enhance customer satisfaction.
(F) References 43 (1980-2024)
(G) Dr. Tommy Set iawan 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: 25 Sep 2025 04:15
Last Modified: 25 Sep 2025 04:15
URI: https://repotest.untar.ac.id/id/eprint/48067

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