Silvia Nafisah, . (2025) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS DIMEDIASI KEPUASAN PELANGGAN FORE COFFEE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The increasing growth of the coffee industry in Indonesia has encouraged Fore Coffee to adapt by improving the quality of its services and products to maintain customer loyalty. However, Fore Coffee still faces challenges related to the consistency of service and product quality, which have the potential to affect customer satisfaction. This study aims to determine, analyze, and prove whether service quality and product quality can influence Fore Coffee customer loyalty with customer satisfaction as a mediating variable. Data were collected from 130 respondents in South Jakarta through a Google Form survey and analyzed using SEM-PLS through SmartPLS 4. The results show that service quality and product quality have a positive and significant effect on customer satisfaction. Customer satisfaction also has a significant direct effect on loyalty. In addition, service quality and product quality have a significant effect on loyalty through customer satisfaction as a mediator. The findings of this study indicate that consistent improvements in service quality and optimal products can increase satisfaction and ultimately result in customer loyalty for Fore Coffee. Therefore, to ensure the sustainability and competitiveness of Fore Coffee, strategies to improve service quality and product quality are crucial to continue implementing
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210111248] [Pembimbing: Maria Assumpta Wikantari] [Penguji 1: Princhita Nabila Maram Pahlawan] [Penguji 2: Anatasia Bernadin Dwi Mardiatmi] |
| Uncontrolled Keywords: | Customer Satisfaction, Loyalty, Product Quality, and Service Quality |
| Subjects: | A General Works > AS Academies and learned societies (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | SILVIA NAFISAH |
| Date Deposited: | 17 Mar 2026 02:02 |
| Last Modified: | 17 Mar 2026 02:02 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41271 |
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