Panggabean, Lydia Carolina (2019) THE IMPACT OF SERVICE QUALITY AND STORE ATMOSPHERE ON THE CUSTOMER SATISFACTION AND LOYALTY AT SINERGI.CO COFFEE SHOP IN YOGYAKARTA. S1 thesis, UNIVERSITAS ATMA JAYA YOGYAKARTA.
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Abstract
This study aims to determine the impact of service quality and store atmosphere on customer satisfaction and loyalty of customer in Sinergi.co coffee shop Yogyakarta. Data used is primary data. This research is used a quantitative data that collected in Sinergi.co. Customers of Sinergi.co is used as the respondents. There are 150 respondents that used in this research. The data is processed using multiple and simple regression method by SPSS 17. Based on the result, this research found all dimension of service quality is significantly impact customer atisfaction and loyalty, except assurance&sympathy. There are also two dimensions that negatively affect customer loyalty, which are trust&reactivity and materiality. Customer satisfaction is significantly affects customer loyalty
| Item Type: | Thesis (S1) |
|---|---|
| Uncontrolled Keywords: | Service quality, store atmosphere, coffee shop, customer satisfaction, customer loyalty. |
| Subjects: | Business Management > International Marketing |
| Divisions: | Fakultas Ekonomi > Manajemen Internasional |
| Depositing User: | Editor UAJY |
| Date Deposited: | 15 Dec 2020 04:52 |
| Last Modified: | 15 Dec 2020 04:52 |
| URI: | http://e-journal.uajy.ac.id/id/eprint/22817 |
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