Analysis of Factors Influencing Customer Satisfaction at Esquire Coffee Shop Bintaro Exchange

(1)

ANALYSIS OF FACTORS TOWARD CUSTOMER

SATISFACTION: ESQUIRE COFFEE SHOP BINTARO EXCHANGE Page 104 of 119

Helena Aloysia Kusumaanggraeni Sopacua

REFERENCES

Bartlett, J., J.W. Kotrlik and C.C. Higgins. 2001. Organizational Research:

Determining Appropriate Sample Size in Survey Research. from:

http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.486.8295&rep=rep1&type=

pdf, Accessed on May 9, 2018.

CNN Indonesia, 2017. Kaum Urban Rata-rata Habiskan Dua Jam di Kedai Kopi – CNN Indonesia. [Online] Avaliable at: https://www.cnnindonesia.com/gaya- hidup/20171002195501-282-245664/kaum-urban-rata-rata-habiskan-dua-jam-di- kedai-kopi, accessed 3 March 2018

Cochran, W. G. 1977. Sampling techniques (3rd ed.). New York: John Wiley & Sons.

Coffeeland, 2017. 3 Alasan Mengapa Bisnis Coffeeshop Menjadi Ladang Bisnis Basah – Coffeeland. [Online] Avaliable at: http://coffeeland.co.id/3-alasan-mengapa- bisnis-coffeeshop-menjadi-ladang-bisnis-basah/ , accessed 3 March 2018

Davison, A. C., and Hinkley, D. V. 1997. Bootstrap Methods and Their Application, Cambridge University. Press: Cambridge.

Detik, 2017. Ahli Kopi Amerika: Perkembangan Kopi Indonesia Sangat Luar Biasa – Detik. [Online] Available at: https://food.detik.com/info-kuliner/d-3648605/ahli-kopi- amerika-perkembangan-kopi-indonesia-sangat-luar-biasa, accessed 3 March 2018 Durbin, J. and Watson, G.S. 1951. Testing for serial correlation in least squares regression II. Biometrika, 38(1/2) p. 159-177. doi:10.1093/biomet/38.1-2.159

Dutka. 1994. Handbook for Customer Satisfaction: A Complete Guide to Research, Planning and Implementation, International Edition. New York: NTC Business Books.

Efron, B., and Tibshirani, R. J. 1993. An Introduction to the Bootstrap. New York:

Chapman Hall.

(2)

Esquire, 2017. Esquire [Online] Available at: https://www.esquirescoffee.ie/about/

Field, A.P. 2009. Discovering statistics using SPSS: and sex and drugs and rock ‘n’

roll (3rd edition). London: Sage.

Hair, J. F., Hult, G. T. M., Ringle, C. M., and Sarstedt, M. 2017. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd Ed., Sage: Thousand Oaks.

Hensley, R. L., & Sulek, J. 2007. Customer satisfaction with waits in multi-stage services, Journal of Managing Service Quality, (17)152-173.

K. Yadav Rajesh and N. Dabhade. 2013. Impact Of Service Quality On Customer Satisfaction Of Mobile Users A Case Study Of Airtel. International Journal Of Innovative Research And Studies. 2319-9725

Kabar Tangsel, 2017. Jumlah Coffe Shop Terus Meningkat, Pebisnis Kopi Harus Lihai – Kabar Tangsel. [Online] Availabe at: https://kabartangsel.com/jumlah-coffe- shop-terus-meningkat-pebisnis-kopi-harus-lihai/, accessed 3 March 2018

Kompas, 2017. Budaya Nongkrong di Kedai Kopi yang Tak Pernah Pudar – Kompas.

[Online] Avaliable at:

https://lifestyle.kompas.com/read/2017/11/10/081400420/budaya-nongkrong-di- kedai-kopi-yang-tak-pernah-pudar, Accessed on 3 March 2018

Kotler. 2003. Marketing Management: Analysis, Planning, Implementation and Control (7^th Edition). New Jersey: Prentice Hall International Inc

Law, A. K.Y, Hui, Y. V., & Zhao, X. 2004. Modeling repurchase frequency and customer satisfaction for fast food outlets. International Journal of Quality &

Reliability Management, (21)545-563.

Lemmink, J., and Mattsson, J. 2002. Employee Behavior, Feelings Of Warmth And Customer Perception In Service Encounters. International Journal of Retail &

(3)

Distribution Management, 30, 18-33.

Medcalc, 2018. Medcalc. [Online] Available at: https://www.medcalc.org/manual/f- table.php, Accessed on 3 March 2018

Medcalc, 2018. Medcalc. [Online] Avaliable at: https://www.medcalc.org/manual/t- distribution.php, Accessed on 3 March 2018

Michael K. Brady, J. Joseph Cronin Jr. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing. Vol. 65, No. 3, pp. 34-49.

Mohammad, A. and S.Y.M. Alhamadani. 2011. Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan. 1450- 2889 Issue 14

Nam, J., Ekinci, Y., and Whyatt, G. 2011. Brand equity, brand loyalty and consumer satisfaction. Annals of Tourism Research (38)1009-1030

Okezone, 2017. Alasan Konsumsi Kopi Jadi Tren Gaya Hidup Masyarakat Urban -

Okezone. [Online] Available at:

https://lifestyle.okezone.com/read/2017/11/09/298/1811342/alasan-konsumsi-kopi- jadi-tren-gaya-hidup-masyarakat-urban, Accessed on 3 March 2018

Qualtrics, 2018. Qualtrics. [Online] https://www.qualtrics.com/experience- management/research/determine-sample-size/, accessed April 9, 2018

Raajpoot, N. A. 2002. TANG SERV: A Multiple Item Scale For Measuring Tangible Quality In Foodservice Industry. Journal of Foodservice Business Research, 5, 109- 127.

Rabie, M., Ooshaksaraie, M., and Chirani, E. 2015. The Relationship Among Customer-Based Brand Equity, Satisfaction, And Loyalty In Maskan Bank Of Iran. 3, 923-929.

(4)

Ryu, K., & Jang, S. 2008. The Effect Of Environmental Perceptions On Behavioral Intentions Through Emotions: The Case Of Upscale Restaurants. Journal of Hospitality and Tourism Research, 3, 56-72.

Savin, N. E. and White, K. J. 1977. The Durbin-Watson Test For Serial Correlation With Extreme Sample Sizes Or Many Regressors. Econometrica, 45(8), p. 1989-1996.

Sekaran, U., 2003. Research Metods For Business: A Skill Building Approach. John Wiley and Sons

Setara, 2017. Melihat Mereka yang Suka Minum Kopi – Setara. [Online] Avaliable at:

http://setara.net/menikmati-kopi/, accessed 3 March 2018

SPSS Statistik, 2016. SPSS Statistik. [Online] Avaliable at:

http://www.spssstatistik.com/cara-membaca-tabel-f/, accessed April 12, 2018

SPSS Statistik, 2016. SPSS Statistik. [Online] Available at:

http://www.spssstatistik.com/cara-membaca-tabel-t/, accessed April 12, 2018

Statistics Solutions, 2018. Statistic Solution. [Online] Available at:

http://www.statisticssolutions.com/testing-assumptions-of-linear-regression-in-spss/

Statistikian, 2013. Statistikian. [Online] Available at:

https://www.statistikian.com/2013/01/uji-f-dan-uji-t.html, accessed April 12, 2018 Valid News, 2017. Potensi Kopi Indonesia Dalam Gaya Hidup Masa Kini – Valid News. [Online] Available at: http://validnews.co/potensi-kopi-indonesia-dalam-gaya- hidup-masa-kini-szj, Accessed April 12, 2018

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. 1986). Communication and control processes in the delivery of service quality. Journal of Marketing, 52, 35-48.