CD Tesis

Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan Coffeeshop Di Kabupaten Indragiri Hilir

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AFRIDAH, NIM 2110247813, The Effect Of Product Quality, Price, And Service Quality On Customer Satisfaction And Loyalty In Coffeeshops In The Regency Of Indragiri Hilir. Supervised by Zulkarnain and Ando Fahda Aulia
This research aims to analyze the direct influens of product quality, service quality, and price on customer satisfaction and loyalty in a coffeeshop in the Regency of Indragiri Hilir. This study is essential due to the increasing competition in the coffee industry, especially in this area, where product quality, service, and price are the main determining factors in attracting and retaining customers.
The study uses a quantitative approach with a sampling technique involving 189 customers randomly selected from various coffeeshops in the Regency of Indragiri Hilir. The primary variables used in this research include product quality, service quality, and price as independent variables, and customer satisfaction and loyalty as dependent variables.
To process and analyze the data, this study employs SEM (Structural Equation Modelling) analysis techniques operated through the Smart PLS 4.0 program. This method is chosen for its ability to test direct and indirect relationships between the studied variables and to provide a comprehensive depiction of the proposed theoretical model.
The results of this research are expected to provide deep insights for coffeeshop business practitioners regarding the importance of maintaining product quality, improving service quality, and setting competitive prices to enhance customer satisfaction and loyalty. The findings of this study are also anticipated to serve as a reference for future research investigating the determining factors of customer satisfaction and loyalty in the coffee industry in other regions.
The research findings indicate that product quality has a significantly positive effect on customer satisfaction, service quality has a significantly positive effect on customer satisfaction, and price affects customer satisfaction. The study confirms that the level of customer satisfaction has a significantly positive effect on customer loyalty. Product quality has a positive effect on customer loyalty mediated by customer satisfaction. Service quality also has a positive effect on customer loyalty mediated by customer satisfaction. Price also affects customer loyalty mediated by customer satisfaction.


Key Word : Product Quality, Price, Service Quality and Customer Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2110247813

Penerbit

Pekanbaru : Universitas Riau Pascasarjana Tesis Manajemen., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2110247813

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Melda

Versi lain/terkait

Lampiran Berkas

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