Ivan Faustino Harjono


Penelitian ini bertujuan untuk menganalisa pengaruh Customer Perceived Value terhadap Brand Loyalty dengan Customer Satisfaction sebagai Variabel Intervening pada Kopi Kenangan di Surabaya. Data pada penelitian ini dikumpulkan melalui online survey dengan menyebarkan kuesioner kepada 152 responden. Metode penelitian yang digunakan merupakan pendekatan kuantitatif dengan menggunakan Partial Least Square dan SPSS. Hasil penelitian membuktikan bahwa Customer Perceived Value berhubungan positif terhadap Customer Satisfaction, Customer Perceived Value berpengaruh signifikan terhadap Brand Loyalty, Customer Satisfaction berpengaruh terhadap Brand Loyalty, Customer Perceived Value berpengaruh terhadap Brand Loyalty secara signifikan melalui Customer Satisfaction sebagai mediasi.


Customer Perceived Value, Customer Satisfaction, Brand Loyalty


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