Vanessa, Vanessa and Lingga, Margaretha (2017) Customer Loyalty and the Impacts of Service Quality: The Case Study of B.O.R. Coffee Co. Bachelor thesis, Swiss German University.

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Abstract

Coffee shop has become one of the rapidly growing businesses. Customer loyalty is determined as the key factor to keep the business ongoing. Some of the benefits of customer loyalty is it keeps the customers return and make the customers would like to recommend other people to try the coffee shop. This research result will show if the dimensions of service quality such as tangible, reliability, assurance, responsiveness and empathy have an impact toward customer loyalty. Using IBM SPSS 20 software and multiple linear regression method, 130 samples were taken from B.O.R Coffee Co. After conducting all tests required; validity test and reliability test, classical assumption test, multiple linear regression and hypothesis testing. It has beenproved that all of the dimensions of service quality have an impact on customer loyalty. This study has found out tangible and assurance has the most impact on customer loyalty. Therefore, it is very recommended for the company to maintain and keep improving the variables that contribute the most and working out more harder to the variables that have less contribution such as empathy in order to keep the business grow even rapidly.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Service Quality ; Customer Loyalty ; Coffee Shop
Subjects:	T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Adityatama Ratangga
Date Deposited:	15 May 2020 05:13
Last Modified:	15 May 2020 05:13
URI:	http://repository.sgu.ac.id/id/eprint/270

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