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Published
27 February 2022
Keywords:
-
customer satisfaction, customer loyalty, product quality, service quality
Abstract
Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.
References
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Anggraeni, Y., Retnoningsih, D., & Muhaimin, A. W. (2019). The influence of satisfaction on consumer loyalty of Sumawe Coffee Malang. Agricultural Socio-Economics Journal, 19(1), 19-25. doi: https://doi.org/10.21776/ub.agrise.2019.019.1.3
Atmaja, G. K. K., & Yasa, N. N. K. (2020). The role of customer satisfaction in mediating the influence of price fairness and service quality on the loyalty of low-cost carriers customers in Indonesia. International Research Journal of Management, IT and Social Sciences, 7(5), 149-159. doi: https://doi.org/10.21744/irjmis.v7n5.984
Bellinda, B., Dolorosa, E., & Kurniati, D. (2020). Aming Coffee customer satisfaction and loyalty: Experiential Marketing (Kepuasan dan loyalitas pelanggan Aming Coffee: Experiential Marketing). Jurnal Bisnis dan Akuntansi, 22(2), 335-346. Doi: https://doi.org/10.34208/jba.v22i2.760
Carranza, R., Díaz, E. & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380-396. doi: https://doi.org/10.1108/JHTT-09-2017-0104
Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253-2271. doi: https://doi.org/10.1108/BFJ-10-2019-0763
Afnina, & Hastuti, Y. (2018). Effect of product quality on customer satisfaction (Pengaruh kualitas produk terhadap kepuasan pelanggan). Jurnal Samudera Ekonomi dan Bisnis, 9(1), 21-30. doi: https://doi.org/10.33059/jseb.v9i1.458
Furoida, F., & Maftukhah, I. (2018). The influence of service quality and store atmosphere on customer loyalty. Management Analysis Journal, 7(2), 163-170. doi: https://doi.org/10.15294/maj.v7i2.23337
Ghozali, I. (2014). Structural Equation Modeling (SEM), an alternative method with Partial Least Square (PLS) (4th Edition) (Structural Equation Modeling (SEM), metode alternatif dengan Partial Least Square (PLS) (Edisi 4)). Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2016). Multivariate analysis application with program (Edisi 8) (Aplikasi analisis multivariete dengan program (Edisi 8)). Semarang: Badan Penerbit.
Gorondutse, A. H. & Hilman, H. (2014). Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9(1), 1–8. doi: https://doi.org/10.1080/17509653.2013.812337
Griffin, J. (2002). Customer Loyalty: How To Earn It, How to Keep it. Kentucky: McGraw Hill
Gunawan, T., Fathorrahman, F., & Handoko, Y. (2019). The mediating effect of customer satisfaction on the effect of product quality and store atmosphere on customer loyalty (Efek mediasi kepuasan pelanggan atas pengaruh kualitas produk dan store atmosphere terhadap loyalitas pelanggan). Jurnal Manajemen dan Kewirausahaan, 7(2), 189-204. doi: https://doi.org/10.26905/jmdk.v7i2.3347
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31-40. doi: 10.18488/journal.1006/2016.6.2/1006.2.31.40
Heri, H. (2017). Analysis the effect of service quality, customer value, customer satisfaction and customer trust on corporate. Journal of Business and Management, 19(6), 38-46. doi: 10.9790/487X-1906013846
Julianto, A. R., Amnilis & Gusriati. (2021). Analysis of the factors that influence the loyalty of coffee consumers during the new normal at a coffee shop in the city of Padang (Analisis faktor-faktor yang mempengaruhi loyalitas konsumen kopi pada masa new normal di coffee shop kota Padang). Jurnal Research Ilmu Pertanian, 1(1), 94-100. doi: https://doi.org/10.31933/jrip.v1i1.396
Kartikasari, A., & Albari, A. (2019). The influence of product quality, service quality and price on customer satisfaction and loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49-64. https://perwiraindonesia.com/ajefb/index.php/jurnalAJEFB/article/view/36
Kotler, P., & Armstrong, G. (2018). Principle of marketing (17th Edition). New Jersey: Pearson Prentice Hall.
Kotler, P., & Keller, K.L. (2016). Marketing Management (15th. Edition). New Jersey: Pearson Pretice Hall, Inc.
Kusumasasti, I., Andarwati, A., & Hadiwidjojo , D. (2017). The effect of product and service quality on coffee shop customer loyalty (Pengaruh kualitas produk dan layanan terhadap loyalitas pelanggan coffee shop). Jurnal Ekonomi Bisnis, 22(2), 123-129. doi: http://dx.doi.org/10.17977/um042v22i2p123-129
Laetitia, S. I., Alexandrina, E., & Ardianto, S. F. (2021). The effect of product quality and service quality on customer satisfaction at Tanamera Coffee Pacific Place (Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan Tanamera Coffee Pacific Place). Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi, 5(1), 1699-1721. doi: https://doi.org/10.31955/mea.vol5.iss1.pp1699-1721
Lee, W. S., Moon, J., & Song, M. (2018). Attributes of the coffee shop business related to customer satisfaction. Journal of Foodservice Business Research, 21(6), 628-641. doi: https://doi.org/10.1080/15378020.2018.1524227
Panjaitan, H. (2017). Impact of satisfaction and customer engagement as intervening variable on customer loyalty: Study at XL Resto & Cafe Surabaya Indonesia. International Journal of Business and Management Invention, 6(9), 41-48.
Parasuraman, A. P, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50. doi: https://doi.org/10.1177/002224298504900403
Rosalina, M., Qomariah, N., & Sari, M. I. (2019). Impact of promotion, price and product quality on consumer loyalty Oppo Smartphone (Dampak promosi, harga dan kualitas produk terhadap loyalitas konsumen Oppo Smartphone). Jurnal Penelitian IPTEKS/Science and Technology Research Journal, 4(2), 161-174. doi: https://doi.org/10.32528/ipteks.v4i2.2455
Redata, L., Kezia, R., Solaiman, K. H., Santoso, S. (2021). Correlation analysis of community assistance on creative economy actors' innovation and meeting consumer needs: A case study on the empowered Tangerang community and Tangerang culinary creative economy actors. Business Management Journal, 16(1), 1–19. doi: http://dx.doi.org/10.30813/bmj.
Sari, M., Prayogi, M., Jufrizen, J., & Nasution, M. (2020). Building customer loyalty based on e-service quality by mediating customer satisfaction (study on online grab-car transportation in the city of Medan) (Membangun loyalitas pelanggan. Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, 14(2), 218 - 235. doi: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i02.p07
Shin, C. S., Hwang, G. S., Lee, H. W., & Cho, S. R. (2015). The impact of Korean franchise coffee shop service quality and atmosphere on customer satisfaction and loyalty. The Journal of Business Economics and Environmental Studies , 5(4), 47–57. doi: https://doi.org/10.13106/EAJBM.2015.VOL5.NO4.47
Siswandi, F., Muharam, H., & Hannan , S. (2019). The effect of service quality on customer satisfaction and customer loyalty (Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan). Jurnal Pustakawan Indonesia/ Indonesian Librarian Journal, 18(1), 42-53. doi: https://doi.org/10.29244/jpi.18.1.42-53
Suhud, U., Allan, M., Wibowo, S. F., Sabrina, E., & Willson, G. (2020). Measuring customer satisfaction of a café and coffee shop colony at a traditional market. Journal of Foodservice Business Research, 23(1), 78-94. doi: https://doi.org/10.1080/15378020.2019.1686897
Suryadharma, I., & Nurcahya, I. (2015). The influence of service quality on customer satisfaction at Bintang Pesona Hotel in East Denpasar (Pengaruh kualitas pelayanan pada kepuasan pelanggan Hotel Bintang Pesona di Denpasar Timur). E-Jurnal Manajemen, 4(4), 930-942. Retrieved from https://ojs.unud.ac.id/index.php/Manajemen/article/view/11433/8605
Tripayana, S., & Pramono, J. (2020). Product quality, service, and customer loyalty where satisfaction as an intervening variable in SMEs start-up tourism Kombuchi Brewing Co., Bali (Kualitas produk, pelayanan, dan loyalitas pelanggan dimana kepuasan sebagai variabel intervening pada UKM start up pariwisata Kombuchi Brewing Co, Bali). JEMAP, 2(2), 182-195. doi: https://doi.org/10.24167/jemap.v2i2.2266
Tjiptono, F. & Chandra, G. (2012). Strategic Marketing (Second Edition) (Pemasaran Strategik (Edisi Kedua)). Yogyakarta: Andi.
Wang, Y., & Lo, H. P. (2002). Service quality, customer satisfaction and behavior intentions: Evidence from China's telecommunication industry. Info, 4(6), 50-60. doi: https://doi.org/10.1108/14636690210453406
Zarwinda, l., & Sartika, D. (2018). Effect of temperature and extraction time on caffeine in coffee (Pengaruh suhu dan waktu ekstraksi terhadap kafein dalam kopi). Jurnal Lantanida, 6(2), 180-191. doi: https://dx.doi.org/10.22373/lj.v6i2.3811
Ali, F., Dey, B. L. & Fileiri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality & Reliability Management, 32(5), 486-502. doi: https://doi.org/10.1108/IJQRM-07-2013-0110
Anggraeni, Y., Retnoningsih, D., & Muhaimin, A. W. (2019). The influence of satisfaction on consumer loyalty of Sumawe Coffee Malang. Agricultural Socio-Economics Journal, 19(1), 19-25. doi: https://doi.org/10.21776/ub.agrise.2019.019.1.3
Atmaja, G. K. K., & Yasa, N. N. K. (2020). The role of customer satisfaction in mediating the influence of price fairness and service quality on the loyalty of low-cost carriers customers in Indonesia. International Research Journal of Management, IT and Social Sciences, 7(5), 149-159. doi: https://doi.org/10.21744/irjmis.v7n5.984
Bellinda, B., Dolorosa, E., & Kurniati, D. (2020). Aming Coffee customer satisfaction and loyalty: Experiential Marketing (Kepuasan dan loyalitas pelanggan Aming Coffee: Experiential Marketing). Jurnal Bisnis dan Akuntansi, 22(2), 335-346. Doi: https://doi.org/10.34208/jba.v22i2.760
Carranza, R., Díaz, E. & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380-396. doi: https://doi.org/10.1108/JHTT-09-2017-0104
Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253-2271. doi: https://doi.org/10.1108/BFJ-10-2019-0763
Afnina, & Hastuti, Y. (2018). Effect of product quality on customer satisfaction (Pengaruh kualitas produk terhadap kepuasan pelanggan). Jurnal Samudera Ekonomi dan Bisnis, 9(1), 21-30. doi: https://doi.org/10.33059/jseb.v9i1.458
Furoida, F., & Maftukhah, I. (2018). The influence of service quality and store atmosphere on customer loyalty. Management Analysis Journal, 7(2), 163-170. doi: https://doi.org/10.15294/maj.v7i2.23337
Ghozali, I. (2014). Structural Equation Modeling (SEM), an alternative method with Partial Least Square (PLS) (4th Edition) (Structural Equation Modeling (SEM), metode alternatif dengan Partial Least Square (PLS) (Edisi 4)). Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2016). Multivariate analysis application with program (Edisi 8) (Aplikasi analisis multivariete dengan program (Edisi 8)). Semarang: Badan Penerbit.
Gorondutse, A. H. & Hilman, H. (2014). Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9(1), 1–8. doi: https://doi.org/10.1080/17509653.2013.812337
Griffin, J. (2002). Customer Loyalty: How To Earn It, How to Keep it. Kentucky: McGraw Hill
Gunawan, T., Fathorrahman, F., & Handoko, Y. (2019). The mediating effect of customer satisfaction on the effect of product quality and store atmosphere on customer loyalty (Efek mediasi kepuasan pelanggan atas pengaruh kualitas produk dan store atmosphere terhadap loyalitas pelanggan). Jurnal Manajemen dan Kewirausahaan, 7(2), 189-204. doi: https://doi.org/10.26905/jmdk.v7i2.3347
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31-40. doi: 10.18488/journal.1006/2016.6.2/1006.2.31.40
Heri, H. (2017). Analysis the effect of service quality, customer value, customer satisfaction and customer trust on corporate. Journal of Business and Management, 19(6), 38-46. doi: 10.9790/487X-1906013846
Julianto, A. R., Amnilis & Gusriati. (2021). Analysis of the factors that influence the loyalty of coffee consumers during the new normal at a coffee shop in the city of Padang (Analisis faktor-faktor yang mempengaruhi loyalitas konsumen kopi pada masa new normal di coffee shop kota Padang). Jurnal Research Ilmu Pertanian, 1(1), 94-100. doi: https://doi.org/10.31933/jrip.v1i1.396
Kartikasari, A., & Albari, A. (2019). The influence of product quality, service quality and price on customer satisfaction and loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49-64. https://perwiraindonesia.com/ajefb/index.php/jurnalAJEFB/article/view/36
Kotler, P., & Armstrong, G. (2018). Principle of marketing (17th Edition). New Jersey: Pearson Prentice Hall.
Kotler, P., & Keller, K.L. (2016). Marketing Management (15th. Edition). New Jersey: Pearson Pretice Hall, Inc.
Kusumasasti, I., Andarwati, A., & Hadiwidjojo , D. (2017). The effect of product and service quality on coffee shop customer loyalty (Pengaruh kualitas produk dan layanan terhadap loyalitas pelanggan coffee shop). Jurnal Ekonomi Bisnis, 22(2), 123-129. doi: http://dx.doi.org/10.17977/um042v22i2p123-129
Laetitia, S. I., Alexandrina, E., & Ardianto, S. F. (2021). The effect of product quality and service quality on customer satisfaction at Tanamera Coffee Pacific Place (Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan Tanamera Coffee Pacific Place). Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi, 5(1), 1699-1721. doi: https://doi.org/10.31955/mea.vol5.iss1.pp1699-1721
Lee, W. S., Moon, J., & Song, M. (2018). Attributes of the coffee shop business related to customer satisfaction. Journal of Foodservice Business Research, 21(6), 628-641. doi: https://doi.org/10.1080/15378020.2018.1524227
Panjaitan, H. (2017). Impact of satisfaction and customer engagement as intervening variable on customer loyalty: Study at XL Resto & Cafe Surabaya Indonesia. International Journal of Business and Management Invention, 6(9), 41-48.
Parasuraman, A. P, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50. doi: https://doi.org/10.1177/002224298504900403
Rosalina, M., Qomariah, N., & Sari, M. I. (2019). Impact of promotion, price and product quality on consumer loyalty Oppo Smartphone (Dampak promosi, harga dan kualitas produk terhadap loyalitas konsumen Oppo Smartphone). Jurnal Penelitian IPTEKS/Science and Technology Research Journal, 4(2), 161-174. doi: https://doi.org/10.32528/ipteks.v4i2.2455
Redata, L., Kezia, R., Solaiman, K. H., Santoso, S. (2021). Correlation analysis of community assistance on creative economy actors' innovation and meeting consumer needs: A case study on the empowered Tangerang community and Tangerang culinary creative economy actors. Business Management Journal, 16(1), 1–19. doi: http://dx.doi.org/10.30813/bmj.
Sari, M., Prayogi, M., Jufrizen, J., & Nasution, M. (2020). Building customer loyalty based on e-service quality by mediating customer satisfaction (study on online grab-car transportation in the city of Medan) (Membangun loyalitas pelanggan. Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, 14(2), 218 - 235. doi: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i02.p07
Shin, C. S., Hwang, G. S., Lee, H. W., & Cho, S. R. (2015). The impact of Korean franchise coffee shop service quality and atmosphere on customer satisfaction and loyalty. The Journal of Business Economics and Environmental Studies , 5(4), 47–57. doi: https://doi.org/10.13106/EAJBM.2015.VOL5.NO4.47
Siswandi, F., Muharam, H., & Hannan , S. (2019). The effect of service quality on customer satisfaction and customer loyalty (Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan). Jurnal Pustakawan Indonesia/ Indonesian Librarian Journal, 18(1), 42-53. doi: https://doi.org/10.29244/jpi.18.1.42-53
Suhud, U., Allan, M., Wibowo, S. F., Sabrina, E., & Willson, G. (2020). Measuring customer satisfaction of a café and coffee shop colony at a traditional market. Journal of Foodservice Business Research, 23(1), 78-94. doi: https://doi.org/10.1080/15378020.2019.1686897
Suryadharma, I., & Nurcahya, I. (2015). The influence of service quality on customer satisfaction at Bintang Pesona Hotel in East Denpasar (Pengaruh kualitas pelayanan pada kepuasan pelanggan Hotel Bintang Pesona di Denpasar Timur). E-Jurnal Manajemen, 4(4), 930-942. Retrieved from https://ojs.unud.ac.id/index.php/Manajemen/article/view/11433/8605
Tripayana, S., & Pramono, J. (2020). Product quality, service, and customer loyalty where satisfaction as an intervening variable in SMEs start-up tourism Kombuchi Brewing Co., Bali (Kualitas produk, pelayanan, dan loyalitas pelanggan dimana kepuasan sebagai variabel intervening pada UKM start up pariwisata Kombuchi Brewing Co, Bali). JEMAP, 2(2), 182-195. doi: https://doi.org/10.24167/jemap.v2i2.2266
Tjiptono, F. & Chandra, G. (2012). Strategic Marketing (Second Edition) (Pemasaran Strategik (Edisi Kedua)). Yogyakarta: Andi.
Wang, Y., & Lo, H. P. (2002). Service quality, customer satisfaction and behavior intentions: Evidence from China's telecommunication industry. Info, 4(6), 50-60. doi: https://doi.org/10.1108/14636690210453406
Zarwinda, l., & Sartika, D. (2018). Effect of temperature and extraction time on caffeine in coffee (Pengaruh suhu dan waktu ekstraksi terhadap kafein dalam kopi). Jurnal Lantanida, 6(2), 180-191. doi: https://dx.doi.org/10.22373/lj.v6i2.3811
Authors
Taufik A., Santoso S., Fahmi M. I., Restuanto F., & Yamin S. (2022). The Role of Service and Product Quality on Customer Loyalty . Journal of Consumer Sciences, 7(1), 68-82. https://doi.org/10.29244/jcs.7.1.68-82
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