Identifying key factors and outcomes of customer satisfaction. A case study of Starbucks South Tangerang

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Identifying key factors and outcomes of customer satisfaction. A case study of Starbucks South Tangerang

Dirayati, Wafi - Personal Name; Hamidati, Anis - Personal Name;

The purpose of this research is mainly concentrated in examining the correlation between the concept of customer satisfaction and customer loyalty, identify the extent level of customer loyalty and determine which key factors consider as having the most dominant influence towards customer satisfaction and customer loyalty. A quantitative survey was conducted as the method in data collection, in which questionnaires were distributed to 100 respondents in Starbucks South Tangerang. However, only 85 questionnaires are valid and apt for further analysis. Furthermore, the data were analyzed by using descriptive and simple linear regression analysis. The result indicates that customer satisfaction (X) has a positive and significant correlation with customer loyalty (Y). The research result also found out that store atmosphere consider as the most influencing key factors while word-of-mouth is the most favorable outcomes of customer satisfaction.

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Series Title: -
Call Number: 1518
Publisher: : Swiss German University., 2013
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
Media Type: -
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Edition: -
Subject(s): PR
Specific Detail Info: -
Statement of Responsibility: -

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