Sopacua, Helena Aloysia Kusumaanggraeni and Abadi, Fiter (2018) Analysis Of Factors Toward Customer Satisfaction: Esquire Coffee Shop Bintaro Exchange. Bachelor thesis, Swiss German University.
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Abstract
The purpose of this research is to find out what factors that could give significant influence toward customer satisfaction. This thesis used four different variables as the independent variables which are physical quality, staff behaviour, ideal selfcongruence, and lifestyle congruence and one variable, customer satisfaction as the dependent variable. Those four variables are investigated which one of them could give significant impact toward customer satisfaction in Esquire Coffee Shop. This research is conducted for 4 months in Tangerang. The data used in this research is primary and secondary data that gained from questionnaire and articles from the Internet. The sample used in this research is 68 respondents based on calculations by Cornrach’s techniques and the questionnaires scaling is 1-5 LikertScale. This study used SPSS and SmartPLS to analyse the data and test the hypothesis. The finding of this research is, physical quality and ideal self-congruence has the positive significant influence instead of staff behaviour while lifestyle congruence has significant impact but negatively.
| Item Type: | Thesis (Bachelor) |
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| Uncontrolled Keywords: | Physical Quality; Staff Behaviour; Ideal Self-Congruence; Lifestyle Congruence; Coffee Shop |
| Subjects: | H Social Sciences > HF Commerce > HF5001 Business |
| Divisions: | Faculty of Business Administration and Communication > Department of Business Administration |
| Depositing User: | Astuti Kusumaningrum |
| Date Deposited: | 19 May 2020 13:27 |
| Last Modified: | 19 May 2020 13:27 |
| URI: | http://repository.sgu.ac.id/id/eprint/568 |
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