Dirayati, Wafi and Hamidati, Anis (2013) Identifying the Key Factors and Outcomes of Customer Satisfaction: A case study of Starbucks Coffeehouses in South Tangerang. Bachelor thesis, Swiss German University.

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Abstract

The purpose of this research is mainly concentrated in examining the correlation between the concept of customer satisfaction and customer loyalty, identify the extent level of customer loyalty and determine which key factors consider as having the most dominant influence towards customer satisfaction and customer loyalty. A quantitative survey was conducted as the method in data collection, in which questionnaires were distributed to 100 respondents in Starbucks South Tangerang. However, only 85 questionnaires are valid and apt for further analysis. Furthermore, the data were analyzed by using descriptive and simple linear regression analysis. The result indicates that customer satisfaction (X) has a positive and significant correlation with customer loyalty (Y). The research result also found out that store atmosphere consider as the most influencing key factors while word-of-mouth is the most favorable outcomes of customer satisfaction.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer Experience; Customer Satisfaction; Product Quality; Service Quality; Store Atmosphere
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980 SERVQUAL (Service quality framework) H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Communication and Public Relations
Depositing User:	Astuti Kusumaningrum
Date Deposited:	29 Mar 2021 04:09
Last Modified:	29 Mar 2021 04:09
URI:	http://repository.sgu.ac.id/id/eprint/1224

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