| dc.contributor.author | Sugito, Fawnia | |
| dc.date.accessioned | 2024-01-18T04:15:25Z | |
| dc.date.available | 2024-01-18T04:15:25Z | |
| dc.date.issued | 2013 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/7007 | |
| dc.description | In all business fields, including the restaurant industry, customer loyalty, they become the most important role as the source of customer’s income. The Service quality and brand image are important factors for customer loyalty. The purpose of this study is to determine whether the service quality (tangible, reliability, responsiveness, assurance, empathy), and brand image influence the customer loyalty in Kirkos Bar and Restaurant Mall Ciputra World Surabaya, and which is more influential on consumer loyalty from both variables towards on customer loyalty. Population of this study is the customers who get the services of Kirkos Bar and Restaurant. The data collection technique in this research is used by distributing the questionnaire with likert scale. This research uses SPSS 19. Based on data analysis, the conclusion is that the service quality and brand image affect customer loyalty, whereas the more influential towards customer loyalty is service quality. | en_US |
| dc.description.abstract | Pada semua bisnis termasuk bidang industri restoran, loyalitas pelanggan memiliki peran yang sangat penting karena pelanggan merupakan sumber pendapatan. Kualitas layanan dan brand image merupakan faktor penting bagi loyalitas pelanggan. Tujuan penelitian ini adalah untuk mengetahui apakah kualitas layanan (tangible, reliability, responsiveness, assurance, empathy), dan brand image berpengaruh terhadap loyalitas konsumen di Kirkos Bar and Restaurant Ciputra World Mall Surabaya dan manakah yang lebih berpengaruh terhadap loyalitas konsumen dari kedua variabel tersebut. Populasi dari penelitian ini adalah para pelanggan yang mendapatkan layanan dari Kirkos Bar and Restaurant. Teknik pengumpulan data pada penelitian ini adalah dengan membagikan kuesioner dengan menggunakan skala likert. Penelitian ini menggunakan program SPSS 19. Berdasarkan analisis data, dapat disimpulkan bahwa kualitas layanan dan brand image mempengaruhi loyalitas pelanggan, sedangkan yang lebih berpengaruh terhadap loyalitas pelanggan adalah kualitas layanan. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra Surabaya | en_US |
| dc.subject | Kualitas layanan (tangible, reliability, responsiveness, assurance, empathy) | en_US |
| dc.subject | Brand Image | en_US |
| dc.subject | Loyalitas Pelanggan | en_US |
| dc.subject | SPSS | en_US |
| dc.subject | Service quality (tangible, reliability, responsiveness, assurance, empathy) | en_US |
| dc.subject | Customer Loyalty | en_US |
| dc.title | ANALISIS PENGARUH KUALITAS LAYANAN DAN BRAND IMAGE TERHADAP LOYALITAS KONSUMEN DI KIRKOS BAR AND RESTAURANT CIPUTRA WORLD MALL SURABAYA | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 93202 | |
| dc.identifier.nim | 10209068 | |
| dc.identifier.dosenpembimbing | Nini Jayanti Saleh | |
| dc.identifier.dosenpembimbing | Jenny Rosita | |
