Pengaruh Atribut Produk Kopi Bubuk Instan Indocafe Terhadap Kepuasan Dan Loyalitas Konsumen Di Kota Pontianak

Arista, Dita; Dolorosa, Eva; Suharyani, Anita

doi:10.20961/sepa.v17i2.38604

Cited by 4 publications

(6 citation statements)

References 4 publications

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“…It is concluded that the higher the customer satisfaction, the higher the customer loyalty, or vice versa, the lower the customer satisfaction, the lower the customer loyalty. This is in line with research conducted by [32], [33], [34], and [35]. If consumers are satisfied with the performance provided, it will make consumers loyal.…”

Section: Correlation Of Satisfaction and Consumer Loyaltysupporting

confidence: 90%

Exploring the consumer satisfaction and loyalty of moringa tea in Madura

Gultom,

Kurniyanto,

Wusto

2024

E3S Web Conf.

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Improving customer satisfaction is an essential component of the long-term survival of a business. The increasing number of similar businesses is challenging for business actors to survive in the industrial world. Every business needs to keep its customers satisfied and loyal. This study analyzes consumer satisfaction and loyalty to one of CV Nurul Jannah's processed products, moringa tea. This study uses the IPA-CSI method and Pearson correlation with quantitative research type. The sampling technique was non-random sampling. The results of this study indicate that in the analysis of each attribute with the IPA method, three attributes are in quadrant I to be the owner's top priority in making improvements, namely price comparison with other products, efficacy, and ease of obtaining moringa tea. The CSI value table is known to be 76.43%; this value based on the CSI criteria is between (66.00% - 80.99%) which states that consumers are satisfied. The correlation results show a strong and positive relationship between satisfaction and consumer loyalty of 0.786. CV. Nurul Jannah is expected to add organic compositions, such as honey, etc., to add more efficacy so that consumers feel free to buy at the price offered by the manufacturer. This will create satisfied consumers who will become loyal.

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Section: Correlation Of Satisfaction and Consumer Loyaltysupporting

confidence: 90%

Exploring the consumer satisfaction and loyalty of moringa tea in Madura

Gultom,

Kurniyanto,

Wusto

2024

E3S Web Conf.

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“…Inovasi kemasan berpengaruh secara positif terhadap minat beli konsumen. Kemasan juga dapat memengaruhi loyalitas konsumen (Arista, Dolorosa, & Suharyani, 2021). Kemasan produk yang berbeda dari produk lainnya, dan memiliki informasi yang sesuai, akan mudah diingat serta dapat menarik minat konsumen untuk membeli.…”

Section: Kemasanunclassified

Analisis Tingkat Kepuasan dan Loyalitas Konsumen Kopi Tempur

Setyaningsih,

Mukson,

Santoso

2023

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ENGLISHSatisfaction is the feeling of consumers after using a product, then represented consumer appraisal toward the successfulnnes of that product. Meanwhile, loyalty is the fulfillment of consumer expectations that triggers them to remain loyal to the product. The study aims to analyze consumer satisfaction and loyalty. The measurement of consumer satisfaction involved 27 atributes, whilst consumer loyalty analysis including 4 variables. This study involved 100 respondents that were chosen through accidental sampling. The data were obtained through survey method using questionnaire and interview. The consumer satisfaction was measured using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods, while consumer loyalty was analyzed using linear regression. IPA analysis showed that nearly a half of atributes were located in Quadran II, meant those should be maintened and 10 atributes were in Quadran III, meant those were considered as lower priorities. CSI analysis resulted consumer analysis was on satisfied level (79,5%), mainly regarding on facillity and service provisions. Next, consumer satisfaction was determined simultaneously by product quality, price, promotion, and taste. Furthermore, product quality and taste contributed directly and indirectly (through costumer satisfaction) to costumer loyalty, while location and price only have indirect contribution (through satisfcation) to costumer loyalty. INDONESIAKepuasan adalah perasaan konsumen setalah menggunakan produk yang kemudian melakukan penilaian terhadap keberhasilan produk tersebut, sedangkan loyalitas merupakan terpenuhinya harapan konsumen yang memicu untuk tetap setia tehadap produk. Penelitian bertujuan untuk menganalisis tingkat kepuasan serta loyalitas konsumen. Pengukuran kepuasan konsumen melibatkan 27 atribut, sedangkan analisis loyalitas mencakup 4 variabel. Data diperoleh dari metode survei dengan menggunakan kuesioner dan wawancara. Kepuasan konsumen diukur menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI), sedangkan loyalitas konsumen dianalisis menggunakan regresi linier. Analisis IPA menunjukkan bahwa hampir separuh atribut berada pada kuadran II yang berarti harus dipertahankan dan 10 atribut pada kuadran III yang berarti atribut termasuk dalam prioritas rendah. Analisis CSI menghasilkan analisis konsumen berada pada tingkat puas (79,56%), terutama terkait fasilitas dan penyediaan layanan. Selanjutnya, kepuasan konsumen dipengaruhi oleh kualitas produk, location, taste promosi, dan price. Sementara itu, kualitas produk dan rasa berpengaruh secara langsung maupun berpengaruh tidak langsung (melalui kepuasan) terhadap loyalitas, sedangkan tempat dan harga hanya berpengaruh secara tidak langsung (melalui kepuasan) terhadap loyalitas.

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“…Menurut , menunjukkan bahwa product attribute mempengaruhi customer loyalty yang dapat diartikan harga dan kemasan sangat kuat dalam penentuan customer loyalty dan dapat disimpulkan adanya pengaruh yang signifikan antara product attribute dengan customer loyalty. Pada penelitian Arista et al, (2021) menjelaskan bahwa adanya pengaruh antara product attribute dengan customer loyalty serta menurut Astari et al, (2017) menunjukkan hasil yang sama yaitu product attribute berpengaruh terhadap customer loyalty.…”

Section: Hubungan Antara Product Attribute Dan Customer Loyaltyunclassified

Pengaruh Product Attribute Dan Customer Trust Terhadap Customer Loyalty Melalui Customer Value Dan Customer Satisfaction Sebagai Variabel Mediasi Pada Pelanggan Indomaret Di Jakarta Barat

Rejeki

Atmaja

2022

SINOMIKA

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Indomaret plays a very important role in the retail industry in Indonesia, especially in West Jakarta, now a days many consumers choose Indomaret as their main shopping place for their daily needs and are very selective in buying a product. The purpose of this study is to determine the factors that can affect customer loyalty such as product attributes, customer value, customer satisfaction, and customer trust. This research was conducted on 155 respondents in West Jakarta who are Indomaret customers by collecting online questionnaire data conducted in July 2022. Researchers used the structural equation model (SEM) analysis method with SmartPLS software to test this research. The results obtained indicate that product attributes have a positive and significant effect on customer value, product attributes have no significant effect on customer loyalty, customer value has no significant effect on customer loyalty, customer trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, customer trust has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect as a partial mediation between customer trust and customer loyalty, customer value has no significant effect between product attributes and customer loyalty so it cannot mediate between these variables.

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Pengaruh Atribut Produk Kopi Bubuk Instan Indocafe Terhadap Kepuasan Dan Loyalitas Konsumen Di Kota Pontianak

Cited by 4 publications

References 4 publications

Exploring the consumer satisfaction and loyalty of moringa tea in Madura

Exploring the consumer satisfaction and loyalty of moringa tea in Madura

Analisis Tingkat Kepuasan dan Loyalitas Konsumen Kopi Tempur

Pengaruh Product Attribute Dan Customer Trust Terhadap Customer Loyalty Melalui Customer Value Dan Customer Satisfaction Sebagai Variabel Mediasi Pada Pelanggan Indomaret Di Jakarta Barat

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