Pengaruh Kualitas Layanan Dan Brand Image Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening (Studi Kasus Monopole Coffee Lab Surabaya)

Catherina Clara Gedalia

Abstract


Penelitian ini merupakan penelitian kausal menggunakan metode kuisioner. Sampel penelitian ini adalah 180 responden yang menjadi pengunjung Monopole Coffee Lab dalam dua bulan terakhir. Penelitian ini di analisis dengan menggunakan teknik analisis data Partial Least Square (PLS) dan memberikan hasil yang signifikan dari Kualitas Layanan terhadap Kepuasan Konsumen, Brand Image terhadap Kepuasan Konsumen, Kepuasan Konsumen terhadap Loyalitas Konsumen, Kualitas Layanan terhadap Loyalitas Konsumen, dan Brand Image terhadap Loyalitas Konsumen.


Keywords


Kualitas Layanan, Brand Image, Kepuasan Konsumen, dan Loyalitas Konsumen

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