PENGARUH BRAND AWARENESS, PERCEIVED QUALITY, DAN BRAND IMAGE TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pelanggan Nineties Coffee Cirebon)
DOI:
https://doi.org/10.71282/jurmie.v2i8.868Keywords:
Brand Awareness, Perceived Quality, Brand Image, Kepuasan Pelanggan.Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh brand awareness, perceived quality, dan brand image terhadap kepuasan pelanggan pada Nineties Coffee di Kabupaten Cirebon. Seiring dengan perkembangan industri makanan dan minuman, terutama kedai kopi, perusahaan dihadapkan pada tantangan untuk mempertahankan kepuasan pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei, di mana data dikumpulkan melalui kuesioner kepada 97 responden yang telah membeli produk Nineties Coffee. Hasil penelitian menunjukkan bahwa brand awareness memiliki pengaruh positif signifikan terhadap kepuasan pelanggan, meskipun pada kategori cukup baik, kesadaran merek perlu ditingkatkan melalui promosi yang lebih intensif. Perceived quality juga berpengaruh positif terhadap kepuasan pelanggan, di mana kualitas produk dan layanan yang baik berkontribusi pada peningkatan kepuasan. Namun, brand image memiliki pengaruh yang tidak signifikan, yang menunjukkan bahwa citra merek Nineties Coffee belum cukup membedakan dirinya dari kompetitor. Berdasarkan temuan ini, disarankan agar Nineties Coffee fokus pada penguatan brand awareness, peningkatan kualitas produk dan pelayanan, serta perbaikan citra merek untuk meningkatkan kepuasan pelanggan dan loyalitas mereka.
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