Effect Of Product Quality And Service On Customer Loyalty  With Customer Satisfaction As An Intervening Variable  (Study On Coffee Shop In Medan)

Tirtayasa, Satria

doi:10.46729/ijstm.v3i5.633

Cited by 5 publications

(4 citation statements)

References 15 publications

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“…This is in line with the previous study to determine the effect of product quality on consumer loyalty, to determine the quality of service to consumer loyalty. To know the effect of product quality and service quality on customer satisfaction (Tirtayasa, 2022). From this study it was found that the influence of product quality on customer satisfaction is a positive effect and not significant.…”

Section: Discussionmentioning

confidence: 85%

Modern Retail Marketing Mix Analysis of Customer Loyalty With Buying Decisions as an Intervening Variable

Sugito

Sairun

Astuti

et al. 2022

IJSSB

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Modern retail has become increasingly ubiquitous in people's daily activities as the times have progressed and globalization has occurred. This is due to changes in people's purchasing habits, with consumers preferring to shop at modern retail markets that offer one-stop shopping and competitive prices over traditional markets where transactions are typically conducted through bartering. This study is to analyze the effect of modern retail marketing mixes on loyalty mediated by buying decisions. The population of this study is all customers of Metro Supermarket, with a total sample 224 respondents. The sampling technique is nonprobability sampling with purposive sampling. The results of the study indicate that product, price, promotion and retail service effect on the buying decision of Metro Pasar Swalayan customers. Shop design and location effect on the buying decisions of Metro Pasar Swalayan customers. Product, promotion, retail service, Shop design and location effect on the loyalty of Metro Pasar Swalayan customers. Meanwhile, the price had no effect on the loyalty of Metro Pasar Swalayan customers. Buying decision partially mediates the effect of product, price, promotion, and retail service on customer loyalty of Metro Supermarkets. But buying decision does not mediate the influence between shop design and location on customer loyalty of Metro Supermarkets.

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Section: Discussionmentioning

confidence: 85%

Modern Retail Marketing Mix Analysis of Customer Loyalty With Buying Decisions as an Intervening Variable

Sugito

Sairun

Astuti

et al. 2022

IJSSB

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“…Nilai t-statistik sebesar 2,527 dan p-value sebesar 0,012 menunjukkan bahwa pengaruh variabel kepuasan pelanggan terhadap loyalitas konsumen lebih besar dari nilai yang diberikan oleh t tabel sebesar 1,96. Hasilnya, kita dapat menyimpulkan bahwa kepuasan pelanggan mempunyai pengaruh positif dan besar terhadap loyalitas konsumen.. Temuan ini konsisten dengan hasil studi sebelumnya yang dilakukan oleh Uddin, (2019), Ing et al, (2020), Mustofa et al, (2017), Andri et al, (2022), Tirtayasa, (2022, Elyana & AC, (2023), Agustin dkk., (2023, dan Akmal et al, (2023) yang menunjukkan bahwa "kepuasan konsumen secara positif dan signifikan mempengaruhi tingkat loyalitas konsumen. Kepuasan konsumen dianggap sebagai indikator utama loyalitas konsumen".…”

Section: Pengaruh Kepuasan Konsumen Terhadap Loyalitas Konsumenunclassified

Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Loyalitas Konsumen dengan Kepuasan Konsumen Sebagai Variabel Mediasi

Devi Ardiyan Putri,

Wiyadi

2024

AJEKBS

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This study investigates how service and product quality impact consumer loyalty, with a focus on the Mie Gacoan Pekalongan Branch, using quantitative methods. The target group comprises all customers of Mie Gacoan at the Pekalongan Branch. The study used purposive sampling, with 144 respondents participating. Data were collected through online questionnaires distributed via Google Forms, shared through Whatsapp and Instagram Direct. Structural Equation Modeling (SEM) with Smart Partial Least Squares (PLS) 3 software was used for data analysis. Results show that service quality and customer satisfaction positively and significantly influence consumer loyalty, whereas product quality does not have a significant impact on consumer loyalty. Both service quality and product quality positively and significantly affect consumer satisfaction. Furthermore, consumer satisfaction significantly mediates the relationship between service quality, product quality, and consumer loyalty.

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“…This is not in accordance with previous research. However, research by Tirtayasa (Tirtayasa, 2022) states that service quality has a positive and significant influence on customer loyalty. This means that the more a cafe can meet the needs of its customers, the more consumer loyalty to the cafe will increase.…”

Section: Structural Modelmentioning

confidence: 99%

Analysis Of Factors Which Affect Cafe Customer Loyalty Post Covid-19 Pandemic Using Structural Equation Modeling

Lutecia,

Suryadi

2024

ARL

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One of the MSME business sectors that is most popular and frequently visited by Indonesian people is cafes. In December 2019, the global health crisis caused by the Coronavirus disease (COVID-19) began to hit, causing the world to be caught unprepared and to disrupt business activities, one of which is the cafe sector. To encourage people to visit cafes and increase revenue, further research is needed regarding factors that can increase customer purchasing power through customer loyalty. This study took data from online respondents to see their perceptions of the factors that influence customer loyalty for cafe visitors in the Greater Jakarta area. The results of distributing this questionnaire were then processed using Structural Equation Modeling (SEM). From this study it was found that customer satisfaction has the most influence on customer loyalty, which is then followed by trust and customer engagement. It was also found that service quality has a direct effect on customer loyalty. Atmosphere & environment has an indirect effect on customer loyalty. However, brand image, employee attitude, price and product quality were found to have no effect on customer loyalty.

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Effect Of Product Quality And Service On Customer Loyalty With Customer Satisfaction As An Intervening Variable (Study On Coffee Shop In Medan)

Cited by 5 publications

References 15 publications

Modern Retail Marketing Mix Analysis of Customer Loyalty With Buying Decisions as an Intervening Variable

Modern Retail Marketing Mix Analysis of Customer Loyalty With Buying Decisions as an Intervening Variable

Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Loyalitas Konsumen dengan Kepuasan Konsumen Sebagai Variabel Mediasi

Analysis Of Factors Which Affect Cafe Customer Loyalty Post Covid-19 Pandemic Using Structural Equation Modeling

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