PENGARUH BRAND IMAGE SERVICE QUALITY DAN STORE ATMOSPHERE TERHADAP CUSTOMER LOYALTY DIMEDIASI CUSTOMER SATISFACTION PADA COFFEE SHOP EXCELSO

Zahra Fahira, . (2024) PENGARUH BRAND IMAGE SERVICE QUALITY DAN STORE ATMOSPHERE TERHADAP CUSTOMER LOYALTY DIMEDIASI CUSTOMER SATISFACTION PADA COFFEE SHOP EXCELSO. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study was conducted quantitatively with the aim of analyzing the influence of brand image, service quality, and store atmosphere directly and indirectly on customer loyalty. This study used 210 respondents from Excelso customers who are active/domiciled in South Jakarta with a minimum age of 18 years as primary data and secondary data from researchers obtained through various references relevant to the study. Data collection in this study used purposive sampling techniques and were analyzed using descriptive and inferential analysis techniques with the software used SmartPLS. This study shows the results that (1) brand image has a significant effect on customer loyalty, (2) Service quality has a significant effect on customer loyalty, (3) store atmosphere has a significant effect on customer loyalty, that (4) brand image has a significant effect on customer satisfaction, (5) Service quality has a significant effect on customer satisfaction, (6) Store atmosphere has a significant effect on customer satisfaction, (7) Customer satisfaction has a significant effect on customer loyalty (8) Customer satisfaction significantly mediates brand image on customer loyalty Loyalty (9) Customer satisfaction significantly mediates service quality on customer loyalty, loyalty (10) Customer satisfaction significantly mediates store atmosphere on customer loyalty

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110111109] [Pembimbing: Guntur Syahputra Saragih] [Penguji 1: Diana Triwardhani] [Penguji 2: Nobelson]
Uncontrolled Keywords: Brand Image, Service Quality, Store Atmosphere, Customer Satisfaction, Consumer Loyalty, Excelso
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: ZAHRA FAHIRA
Date Deposited: 24 Feb 2025 03:26
Last Modified: 24 Feb 2025 03:26
URI: http://repository.upnvj.ac.id/id/eprint/34702

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