Pengaruh Service Quality Dan Store Atmosphere Terhadap Retensi Pelanggan Dengan Mediasi Kepuasan Pelanggan Pada Fore Coffee Di Surabaya

Anantha, I Made Krisna Dwi (2025) Pengaruh Service Quality Dan Store Atmosphere Terhadap Retensi Pelanggan Dengan Mediasi Kepuasan Pelanggan Pada Fore Coffee Di Surabaya. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Industri coffee shop di Indonesia menunjukkan pertumbuhan yang signifikan, khususnya di kota besar seperti Surabaya. Persaingan yang semakin ketat membuat konsumen memiliki banyak pilihan, sehingga loyalitas pelanggan menjadi tantangan utama bagi kedai kopi, termasuk Fore Coffee. Meskipun Fore Coffee telah dikenal sebagai salah satu merek kopi favorit, perusahaan ini masih menghadapi persaingan pasar yang kompetitif yang didominasi oleh brand kopi besar seperti Kopi Kenangan. Dalam kondisi pasar yang kompetitifini, upaya mempertahankan pelanggan menjadi sangat krusial karena loyalitas pelanggan dapat memberikan kontribusi besar terhadap keberlangsungan bisnis. Salah satu strategi efektif yang dapat diimplementasikan adalah penerapan program customer retention yang berfokus pada peningkatan kepuasan pelanggan, sehingga mampu mendorong loyalitas pelanggan secara berkelanjutan. Penelitian ini bertujuan untuk menganalisis pengaruh service quality dan store atmosphere terhadap customer retention dengan customer satisfaction sebagai variabel mediasi pada pelanggan Fore Coffee di Surabaya. Pendekatan kuantitatif digunakan dengan pengumpulan data primer melalui kuesioner, yang kemudian dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Diharapkan hasil penelitian ini dapat memberikan pemahaman mendalam mengenai peran service quality dan store atmosphere dalam membangun kepuasan dan loyalitas pelanggan. Selain itu, temuan ini juga diharapkan memberikan kontribusi teoritis dalam studi perilaku konsumen serta implikasi praktis bagi Fore Coffee dalam merumuskan strategi berbasis pengalaman pelanggan untuk mempertahankan keunggulan kompetitif.
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The coffee shop industry in Indonesia has shown significant growth, especially in major cities such as Surabaya. Increasing competition has given consumers many choices, making customer loyalty a major challenge for coffee shops, including Fore Coffee. Although Fore Coffee is recognized as a favorite coffee brand, the company still faces a competitive market landscape dominated by major brand such as Kopi Kenangan. In this competitive market condition, efforts to retain customers are crucial because customer loyalty can greatly contribute to business sustainability. One effective strategy that can be implemented is the application of a customer retention program focused on enhancing customer satisfaction, thereby driving sustainable customer loyalty. This study aims to analyze the influence of service quality and store atmosphere on customer retention with customer satisfaction as a mediating variable among Fore Coffee customers in Surabaya. A quantitative approach is used with primary data collected through questionnaires, which are then analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results of this study are expected to provide deep insights into the role of service quality and store atmosphere in building customer satisfaction and loyalty. Furthermore, the findings are also expected to contribute theoretically to consumer behavior studies and practically to Fore Coffee in formulating customer experience-based strategies to maintain competitive advantage.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Customer Retention, Customer Satisfaction, Fore Coffee, Store Atmosphere, Service Quality.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	I Made Krisna Dwi Anantha
Date Deposited:	22 Jul 2025 06:29
Last Modified:	22 Jul 2025 06:29
URI:	http://repository.its.ac.id/id/eprint/120479

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