PURNAWAN, DARIS RAHADIAN (2024) PENGARUH KUALITAS PELAYANAN, HUBUNGAN PELANGGAN DAN KUALITAS PRODUK TERHADAP MINAT BERKUNJUNG KEMBALI DI THE BENSARA CAFÉ MELALUI KEPUASAN PELANGGAN SEBAGAI MEDIASI. S2 thesis, Universitas Mercu Buana - Menteng.
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Abstract
This study aims to analyze the influence of service quality, customer relationship, and product quality on revisit intention at The Bènsara Cafe, with customer satisfaction as a mediating variable. Coffee has become an important part of many people's daily lives, with Indonesia being one of the largest coffee producers in the world. The increase in coffee consumption has driven rapid growth in coffee shops, including in South Jakarta. The research method used is quantitative with a total of 170 respondents from the DKI Jakarta area, who have purchased at least once at The Bènsara Cafe. Data analysis was conducted using Smart PLS 3. The results show that service quality has a positive and significant effect on revisit intention. Customer relationship does not have a significant effect on revisit intention. Product quality has a positive and significant effect on revisit intention. Customer satisfaction also has a positive and significant effect on revisit intention. However, service quality, customer relationship, and product quality do not have a significant effect on revisit intention through customer satisfaction as a mediating variable. The theoretical contribution of this research is to provide insights into the influence of service quality, customer relationship, and product quality on revisit intention with customer satisfaction as a mediating variable. Practically, this study provides strategic recommendations for the owners of The Bènsara Cafe to improve service and product quality to enhance customer revisit intention. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan, hubungan pelanggan, dan kualitas produk terhadap minat berkunjung kembali di The Bènsara Cafe, dengan kepuasan pelanggan sebagai variabel mediasi. Kopi telah menjadi bagian penting dalam kehidupan sehari-hari banyak orang, dengan Indonesia sebagai salah satu penghasil kopi terbesar di dunia. Peningkatan konsumsi kopi telah mendorong pertumbuhan pesat kedai kopi, termasuk di Jakarta Selatan. Metode penelitian yang digunakan adalah kuantitatif dengan jumlah responden sebanyak 170 orang, yang berasal dari wilayah DKI Jakarta dan pernah membeli minimal satu kali di The Bènsara Cafe. Analisis data menggunakan Smart PLS 3. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif dan signifikan terhadap minat berkunjung kembali. Hubungan pelanggan tidak berpengaruh signifikan terhadap minat berkunjung kembali. Kualitas produk berpengaruh positif dan signifikan terhadap minat berkunjung kembali. Kepuasan pelanggan juga berpengaruh positif dan signifikan terhadap minat berkunjung kembali. Namun, kualitas layanan, hubungan pelanggan, dan kualitas produk tidak berpengaruh signifikan terhadap minat berkunjung kembali melalui kepuasan pelanggan sebagai variabel mediasi. Kontribusi teoritis dari penelitian ini adalah menambah wawasan tentang pengaruh kualitas layanan, hubungan pelanggan, dan kualitas produk terhadap minat berkunjung kembali dengan kepuasan pelanggan sebagai mediasi. Secara praktis, penelitian ini memberikan rekomendasi strategi bagi pemilik The Bènsara Cafe untuk meningkatkan kualitas layanan dan produk guna meningkatkan minat berkunjung kembali pelanggan.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55122110091 |
| Uncontrolled Keywords: | Kualitas Layanan, Hubungan Pelanggan, Kualitas Produk, Minat Berkunjung Kembali, Kepuasan Pelanggan, The Bènsara Cafe. Service Quality, Customer Relationship, Product Quality, Revisit Intention, Customer Satisfaction, The Bènsara Cafe. |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | SILMI KAFFA MARISKA |
| Date Deposited: | 20 Aug 2024 07:52 |
| Last Modified: | 20 Aug 2024 07:52 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/90414 |
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