PENGARUH SERVICE QUALITY, STORE ATMOSPHERE, DAN PERCEIVED PRICE FAIRNESS TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION FORE COFFEE FLAGSHIP JAKARTA SELATAN

Melinda Putri Nur Ahmadi; Resti Hardini

doi:10.31539/costing.v7i6.13237

Melinda Putri Nur Ahmadi Universitas Nasional
Resti Hardini Universitas Nasional

DOI: https://doi.org/10.31539/costing.v7i6.13237

Keywords: Kata Kunci: Service quality, Store atmosphere, Perceived price fairness, Customer satisfaction, Customer loyalty.

Abstract

Tujuan penelitian ini adalah untuk menganalisis service quality, store atmosphere, perceived price fairness, terhadap customer loyalty melalui customer satisfaction. Sampel penelitian sebanyak 180 orang konsumen yang dipilih dengan metode nonprobability sampling. Pengumpulan data menggunakan kuesioner dan Structural Equition Modelling (SEM) digunakan sebagai teknik analisis. Hasil penelitian membuktikan bahwa variabel service quality dan perceived price fairness memiliki pengaruh terhadap customer loyalty melalui customer satisfaction. Serta ditemukan bahwa store atmosphere tidak memiliki pengaruh sinifikan terhadap customer loyalty melalui customer satisfaction pada Fore Coffee Flagship Jakarta Selatan.

Kata Kunci: Service quality, Store atmosphere, Perceived price fairness, Customer satisfaction, Customer loyalty.

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