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Pengaruh kualitas layanan terhadap loyalitas konsumen di Keiko Espresso Bar cabang Surabaya
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ABSTRACT
Nowadays, some people have included coffee in their lifestyle. Recently, a lot of cafes are established all over the world, including in Indonesia. There are
even hundreds of cafes that have been built in Surabaya. Various concepts and variations of drinks and food are also offered by each café. One of the café which is discussed in this thesis is Keiko Espresso Bar. This cafe serves various Italian food and beverages.The first hypothesis which assumed that the tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy ( X5 ) simutaneously influence the variable (Y) Keiko Espresso Bar’s costumers loyalty in Surabaya has been
proven. This proved 12 962 > 2311 F table. Thus, the first hypothesis has been proven to be the coefficient of determination ( R2) which is 40.8%. The second hypothesis which stated that variable responsiveness (X3) as the most dominant variable was not proven. In this study, the most dominantvariable that influenced purchasing decisions is reliability (X2). Among all
variables mentioned above, this variable (reliability-X2) reaches the highest
standardized beta coefficients from all variables which is 0.600.
Keywords : Service Quality and Customer Loyalty
Yudha Permaditya Ismanto (11110030) - Personal Name
2014
Sk. Eko Ism 146 2014
Sk. Eko Ism 146 2014
Text
Indonesia
Universitas Widya Kartika
2014
Surabaya
xvi, 119 hal. ; 29 cm.
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