OCTOVINA, OCTOVINA (2021) PENGARUH NILAI PELANGGAN, KUALITAS FUNGSIONAL DAN KUALITAS TEKNIKAL TERHADAP KEPUASAN PELANGGAN STARBUCKS COFFEE (Studi pada Pelanggan Starbucks Coffee Joglo Raya). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aim to analyze the effect of customer value, functional quality and technical quality on customer satisfaction of Starbuck Coffee Joglo Raya. The object of this research is the customer of Starbucks Coffee Joglo Raya. The research was conducted on 150 respondents using a quantitative descriptive approach. Determination of the sample size using the non-probability sampling technique. Methods of data collection using a survey method, with the research instrument is a questionnaire. The approach used in this research is the Structural Equation Model (SEM) with the Smart-PLS analysis tool. This study proves that customer value has a positive and significant effect on customer satisfaction. Functional quality has a positive and significant effect on customer satisfaction. Technical quality has a positive and significant effect on customer satisfaction. Keywords: Customer Value, Functional Quality, Technical Quality, Customer Satisfaction Penelitian ini untuk menganalisis pengaruh nilai pelanggan, kualitas fungsional dan kualitas teknikal terhadap kepuasan pelanggan starbuck coffee Joglo raya. Objek penelitian ini adalah pelanggan starbucks coffee joglo raya. Penelitian ini dilakukan terhadap 150 responden dengan menggunakan pendekatan deskriptif kuantitatif. Penentuan ukuran sampel menggunakan teknik non-probability sampling. Metode pengumpulan data menggunakan metode survey, dengan instrument penelitian adalah kuesioner. Pendekatan yang digunakan dalam penelitian ini adalah Structural Equation Model (SEM) dengan alat analisis SmartPLS. penelitian ini membuktikan bahwa nilai pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kualitas fungsional berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kualitas teknikal berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kata Kunci: Nilai Pelanggan, Kualitas Fungsional, Kualitas Teknikal, Kepuasan Pelanggan
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43116120296 |
| Uncontrolled Keywords: | Nilai Pelanggan, Kualitas Fungsional, Kualitas Teknikal, Kepuasan Pelanggan |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 153 Conscious Mental Process and Intelligence/Intelegensia, Kecerdasan Proses Intelektual dan Mental > 153.4 Thought, Thinking, Reasoning, Intuition, Value, Judgment/Pemikiran, Pertimbangan, Penalaran, Intuisi, Nilai, Pendapat > 153.45 Value/Nilai 800 Literatures/Kesusastraan > 800. Literatures/Kesusastraan > 801 Philosophy and Theory of Literatures/Filsafat dan Teori Kesusastraan > 801.3 Value, Influence, Effect/Nilai, Pengaruh, Efek |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 10 Jul 2023 04:20 |
| Last Modified: | 10 Jul 2023 04:20 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/78922 |
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