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Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Kepercayaan Pelanggan yang Berdampak pada Loyalitas Pelanggan Starbucks Coffee di Tunjungan Plaza Surabaya

Setjo, Noel Jeconiah Janitra (2020) Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Kepercayaan Pelanggan yang Berdampak pada Loyalitas Pelanggan Starbucks Coffee di Tunjungan Plaza Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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ARTIKEL ILMIAH.pdf

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COVER.pdf
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BAB I.pdf

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BAB II.pdf

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Abstract

This study aims to analyze whether service quality han an effect in customer satisfaction and customer trust which has an impact on customer loyalty. The sampel in this study is Starbucks Coffee Customer at Tunjungan Plaza Surabaya. Data in this study using google form. Data analysis techniques using WarpPls 6.0. The results showed that service quality had a significant positive effect on customer satisfaction and trust which had a significant positive effect on customer loyalty. Keywords: service quality, customer satisfaction, trust, customer loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: NOEL JECONIAH JANITRA SETJO
Date Deposited: 03 Feb 2021 02:48
Last Modified: 03 Feb 2021 02:48
URI: http://eprints.perbanas.ac.id/id/eprint/7447

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