The Effect of Perceived Quality, Customer Relationship Marketing and Store Atmosphere on Customer Loyalty of Starbucks Coffee Gubeng Surabaya

Kartini, Anastasia Yani (2022) The Effect of Perceived Quality, Customer Relationship Marketing and Store Atmosphere on Customer Loyalty of Starbucks Coffee Gubeng Surabaya. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Official URL: http://repository.untag-sby.ac.id

Abstract

The formulation of the problem in this study is whether Perceived Quality, Customer Realtionship Marketing and Store Atmosphere partially and simultaneously (simultaneously) have a significant effect on customer loyalty at Starbucks Coffee Gubeng Surabaya. The population in this study was the population in this study were all customers of Starbucks Coffee Gubeng Surabaya, the number of which was infinite by using the formula from kharis (2011). The research sample was 96 customers of Starbucks Coffee Gubeng Surabaya with random sampling technique If the value of the variable consisting of perceived quality (X1), customer relationship marketing (X2), store atmosphere (X3) has a value of zero, then the customer loyalty variable will remain at 3.908, because the constant value shows a value of 3.908. The value of the perceived quality coefficient ( X1) of 0.947 indicates that the perceived quality variable (X1) has a positive effect on customer loyalty. The coefficient value of customer relationship marketing (X2) of 0.312 indicates that the variable customer relationship marketing (X2) has a positive effect on customer loyalty. The store atmosphere (X3) coefficient value of 0.335 indicates that the store atmosphere variable (X3) has a positive effect on customer loyalty Based on the results of the analysis and discussion, it can be concluded that the Perceived Quality, Customer Realtionship Marketing and Store Atmosphere variables partially and simultaneously (simultaneously) have a significant effect on customer loyalty at Starbucks Coffee Gubeng Surabaya. Keywords: Perceived Quality, Customer Realtionship Marketing And Store Atmosphere and Loyalitas Pelanggan

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Perceived Quality, Customer Realtionship Marketing dan Store Atmosphere dan Loyalitas Pelanggan
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen
Depositing User: 1211800313 Anastasia Yani Kartini
Date Deposited: 06 Oct 2022 07:25
Last Modified: 06 Oct 2022 07:25
URI: http://repository.untag-sby.ac.id/id/eprint/20158

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