Evaluasi Kepuasan Dan Loyalitas Pada Kedai Kopi Belikopi Babat

Khusna, Nadiyatul (2022) Evaluasi Kepuasan Dan Loyalitas Pada Kedai Kopi Belikopi Babat. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Persaingan bisnis merupakan tantangan yang harus ditangani oleh pebisnis. Perusahaan perlu mengetahui bahwa kunci sukses dalam melakukan persaingan bisnis adalah dapat memenuhi kebutuhan pelanggan. Kepuasan pelanggan muncul dari adanya kesesuaian terkait dengan harapan yang dipikirkan dengan kinerja perusahaan yang dirasakan. Kepuasan pelanggan adalah salah satu elemen kunci untuk meningkatkan loyalitas pelanggan. ketika perusahaan dapat memenuhi kepuasan pelanggan maka loyalitas juga akan meningkat. Belikopi sebagai perusahaan jasa dan barang perlu untuk mengetahui kepuasan dan loyalitas yang dirasakan oleh pelanggannya. Berdasarkan hal tersebut, penelitian ini dilakukan dengan tujuan untuk mengevaluasi kepuasan dan loyalitas di Belikopi khususnya di cabang Babat. Menggunakan metode kuantitatif berupa analisis SEM. Sejumlah 170 responden didapatkan dan telah dinyatakan valid. Hasil penelitian ini memberikan bukti bahwa variabel service quality, store atmosphere dan price fairness berpangaruh positif dan signifikan terhadap kepuasan pelanggan dan kepuasan pelanggan berpengaruh positif dan signifikan pula terhadap loyalitas. Berdasarkan hal tersebut dapat disimpulkan bahwa customer satisfaction berperan sebagai perantara bagi service quality, store atmosphere dan price fairness dalam membentuk customer loyalty pada kedai kopi Belikopi di Babat. Penelitian ini diharapkan dapat memberikan informasi kepada pihak Belikopi cabang Babat dalam memutuskan atau melakukan perumusan strategi sebagai upaya peningkatan kepuasan dan loyalitas pelanggan.
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Business competition is a challenge that must be addressed by business people. Companies need to know that the key to success in conducting business competition is to be able to meet customer needs. Customer satisfaction arises from the congruence associated with perceived expectations with perceived company performance. Customer satisfaction is one of the key elements to increase customer loyalty. When the company can meet customer satisfaction, loyalty will also increase. Belikopi as a service and goods company needs to know the satisfaction and loyalty felt by its customers. Based on this, this research was conducted with the aim of evaluating satisfaction and loyalty in Belikopi, especially in the Babat branch. Using quantitative methods in the form of SEM analysis. A total of 170 respondents were obtained and have been declared valid. The results of this study provide evidence that the variables of service quality, store atmosphere and price fairness have a positive and significant impact on customer satisfaction and customer satisfaction has a positive and significant effect on loyalty. Based on this, it can be concluded that customer satisfaction acts as an intermediary for service quality, store atmosphere and price fairness in forming customer loyalty at the Belikopi coffee shop in Babat. This research is expected to provide information to the Belikopi Babat branch in deciding or formulating strategies as an effort to increase customer satisfaction and loyalty.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Belikopi, Kepuasan Pelanggan, Loyalitas Pelanggan, SEM, Customer satisfaction, Customer loyalty
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Mr. Marsudiyana -
Date Deposited:	21 Oct 2025 03:18
Last Modified:	21 Oct 2025 03:18
URI:	http://repository.its.ac.id/id/eprint/128637

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