PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP MINAT BELI ULANG DI STARBUCKS COFFEE

HENDRI, HENDRI (2018) PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP MINAT BELI ULANG DI STARBUCKS COFFEE. S1 thesis, Universitas Mercu Buana.

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Abstract

This research aims to identify the influence of service quality, customer statisfaction and repurchase intention. The object for this research is Starbucks coffee that located in Jakarta. Quantitative-descriptive approach have employed in this study. The questionnaire have distributed to 135 respondents. Thus, SEM-PLS 3.0 have adobted to run data analysis.These research founds that service quality and customer statisfaction have been significantly influence repurchase intention in Starbucks Coffee, and service quality have been significantly influence on customer satisfaction in Starbucks Coffee. Keywords : Service Quality, Customer statisfaction, Repurchase intention, Coffee Shop Penelitian ini untuk mengetahui pengaruh kualitas pelayanan, kepuasan pelanggan terhadap minat beli ulang. Objek penelitian ini adalah Starbucks Coffee yang terletak di Jakarta.Penelitian ini dilakukan terhadap 135 responden dengan menggunakan pendekatan deskriptif kuantitatif. Oleh karena itu, Analisis data yang digunakan adalah analisis statistik dengan software SEM-PLS Versi 3.0. Hasil penelitian ini menunjukkan bahwa secara uji t kualitas pelayanan dan kepuasan pelangan berpengaruh signifikan terhadap minat beli ulang di Starbucks Coffee, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelangan di Starbucks Coffee Kata Kunci : kualitas pelayanan, kepuasan pelanggan, minat beli ulang, kedai kopi

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 18 407
NIM: 43114120377
Uncontrolled Keywords: kualitas pelayanan, kepuasan pelanggan, minat beli ulang, kedai kopi
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 03 Dec 2018 07:01
Last Modified: 08 Jan 2019 07:51
URI: http://repository.mercubuana.ac.id/id/eprint/45828

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