ANALISIS CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA COFFEE SHOP DI JAKARTA SELATAN

Aestika Anggika, . (2026) ANALISIS CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA COFFEE SHOP DI JAKARTA SELATAN. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to examine the effects of service quality and perceived value on customer loyalty, both directly and through customer satisfaction as a mediating variable among coffee shop customers in South Jakarta. A quantitative approach was employed using data from 155 respondents selected through purposive sampling, with data collected through a five-point Likert-scale questionnaire and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS. The results show that service quality and perceived value have positive and significant effects on customer loyalty, with coefficients of β = 0.228 and β = 0.222, respectively, and on customer satisfaction, with coefficients of β = 0.264 and β = 0.440, respectively. Customer satisfaction has the strongest direct effect on customer loyalty (β = 0.336; p < 0.001) and partially mediates the relationships between service quality and perceived value and customer loyalty, with VAF values of 28.06% and 39.94%, respectively. The research model explains 42.4% of the variance in customer loyalty and 37.8% of the variance in customer satisfaction. These findings indicate that customer loyalty is shaped by the interrelationship among service quality, perceived value, and customer satisfaction, with satisfaction serving as an important mechanism and the strongest direct determinant of loyalty. The study is limited by the use of purposive sampling and the model's incomplete explanatory coverage of customer satisfaction and loyalty, suggesting that future research may extend the model by incorporating other relevant factors.

Item Type:	Thesis (Tesis)
Additional Information:	[No Panggil : 2410121017] [Pembimbing 1 : Prasetyo Hadi] [Pembimbing 2 : Alfatih Sikki Manggabarani] [Penguji 1 : Guntur Syahputra Saragih] [Penguji 2 : Maria Assumpta Wikantari]
Uncontrolled Keywords:	service quality; perceived value; customer satisfaction; customer loyalty; coffee shop
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2)
Depositing User:	AESTIKA ANGGIKA
Date Deposited:	28 Aug 2026 06:58
Last Modified:	01 Sep 2026 07:27
URI:	http://repository.upnvj.ac.id/id/eprint/53726

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