ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN COFFEE TOFFEE JATIM EXPO DI SURABAYA
Abstract
Due to expansion of globalization, foods and beverage business still listed as
the highest growth and will continue to evolve. Along the development era, the
lifestyle change, people start looking for a new atmosphere in the café, so the rate of
consumption increasing. Many new cafes show up to fill the needs of the people and
also the lifestyle. This business started to become interesting for some people.
This research purpose is to explore furthermore how Product Quality, Service
Quality, and Perceived Value effecting Customer Satisfaction at Coffee Toffee Jatim
Expo Surabaya. Also Product Quality, Service Quality, Perceived Value, and
Customer Satisfaction effecting Customer Loyalty Coffee Toffee Jatim Expo
Surabaya.
This research is using 100 person made up of man and women who ever
buying Coffee Toffee Jatim Expo minimum twice in this last three months with a
technique known as non probability sampling and purposive sampling. SPSS 16.0 is a
software use in this research to process and analyzed data.
The research has shown that Product Quality, Service Quality, and Perceived
Value is positively affecting Customer Satisfaction. Where Customer Satisfaction
positively affecting Customer Loyalty with a coefficient regression number 0.762.
Product Quality positively affecting Customer Loyalty with a coefficient regression
number 0.635. Service Quality positively affecting Customer Loyalty with a
coefficient regression number 0.409. Perceived Value positively affecting Customer
Loyalty with a coefficient regression number 0.607. this research has shown that
Customer Satisfaction has a biggest impact to Customer Loyalty.