| dc.description.abstract | This research is addressed to understand how are the impact of service quality, product quality, perceived value toward consumer satisfaction and behavioral intention, and also the impact of consumer satisfaction toward behavioral intention consumer of J.Co Donuts and Coffee in Surabaya.
The sample that is used for this thesis is the people who live in Surabaya and has ever bought J.Co Donuts and Coffee product with minimal two times to purchase within three months and the aged around 18-60 years old to 145 respondent. This thesis uses Structural Equation Modeling (SEM) with AMOS software 16 to process and to analyze data. The result of the analysis shows that service quality, product quality, and perceived value have positive and significant impact toward consumer satisfaction. Besides that, consumer satisfaction, product quality, perceived value have positive and significant impact toward behavioral intention, whereas service quality has positive impact but no significant impact toward behavioral intention.
The empirical research indicates that the variable of perceived value has higher impact toward consumer satisfaction than the other variables with a coefficient regression of 0.408. Product quality has higher than service quality impact toward consumer satisfaction with a coefficient regression of 0.330. Base on the result of empirical research, it also shows that perceived value has impact toward behavioral intention with a coefficient regression of 0.362 from product quality. Other than that, consumer satisfaction has the highest impact toward behavioral intention with a coefficient regression of 0.425. | en_US |
