Ariyanto, Mahira Putri (2025) Pengaruh Kualitas Pelayanan, Pengalaman Pelanggan, dan Cafe Atmosphere Terhadap Kepuasan Pelanggan (Studi Kasus Pada Konsumen Kopi Kenangan Ruko Ngagel Surabaya). (The Influence of Service Quality, Customer Experience, and Cafe Atmosphere on Customer Satisfaction (A Case Study on Kenangan Coffee Consumers at Ngagel Surabaya Shop)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Kepuasan Pelanggan merupakan elemen penting dalam keberhasilan bisnis, terutama di industri kafe yang semakin kompetitif. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Kualitas Pelayanan, Pengalaman Pelanggan, dan Café Atmosphere terhadap Kepuasan Pelanggan di Kopi Kenangan Ruko Ngagel Surabaya. Pendekatan penelitian ini menggunakan metode kuantitatif dengan teknik purposive sampling. Sampel dalam penelitian ini sebanyak 100 responden yang merupakan konsumen dari Kopi Kenangan Ruko Ngagel Surabaya. Analisis data dilakukan menggunakan SPSS versi 26.0, meliputi Uji Instrumen Uji Validitas dan Uji Reliabilitas, Uji Asumsi Klasik yaitu Uji Normalitas, Uji Multikolinieritas dan Uji Heterokedastisitas, Uji Analisis Regresi Linier Berganda dan Koefisien Determinasi, serta Uji Hipotesis menggunakan Uji T dan Uji F. Hasil penelitian menunjukkan Kualitas Pelayanan dan Café Atmosphere memiliki pengaruh signifikan terhadap Kepuasan Pelanggan, sementara Pengalaman Pelanggan tidak berpengaruh signifikan. Secara simultan, semua variabel independen, yaitu Kualitas Pelayanan, Pengalaman Pelanggan, dan Café Atmosphere memiliki pengaruh signifikan terhadap Kepuasan Pelanggan. Kata Kunci : Kualitas Pelayanan, Pengalaman Pelanggan, Café Atmosphere, Kepuasan Pelanggan
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Pengalaman Pelanggan, cafe Atmosphere, Kepuasan Pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen |
| Depositing User: | 1212100118 Mahira Putri Ariyanto |
| Date Deposited: | 29 Nov 2001 18:24 |
| Last Modified: | 29 Nov 2001 18:24 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/38521 |
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