Loyalitas Konsumen Yang Dimediasi Kepuasan dan Kualitas

##plugins.themes.academic_pro.article.sidebar##

Published May 3, 2024
https://doi.org/10.37339/e-bis.v8i1.1304
Download
PDF (Bahasa Indonesia)
Statistic

Downloads

Download data is not yet available.
Vol. 8 No. 1 (2024): Vol. 8 No.1 2024

##plugins.themes.academic_pro.article.main##

Henilia Yulita
Universitas Bunda Mulia, Indonesia
Chandra Wibowo Widhianto
Universitas Bunda Mulia, Indonesia
Dewi Permata Sari
Universitas Bunda Mulia, Indonesia

Abstract





Kepuasan konsumen dapat dibangun melalui kualitas pelayanan dan kualitas produk atau jasa yang ditawarkan. Dengan kepuasan yang dibangun dari kualitas yang prima, maka akan berdampak pada peningkatan loyalitas dari pelanggannya. Adapun yang menjadi tujuan dalam penelitian ini adalah untuk melihat apakah adanya pengaruh mediasi kepuasan yang mempengaruhi loyalitas konsumen dari kualitas layanan dan kualitas produk Starbucks. Penelitian ini menggunakan metode kuantitatif, dengan menyebarkan survei berupa kuesioner dan menggunakan metode purposive sampling dalam menentukan sampelnya. Hasil data diolah menggunakan alat ukur SEM-Smart PLS 4.0. Penelitian ini membuktikan dari 7 hipotesis hanya 2 hipotesis yang berpengaruh signifikan yaitu kepuasan konsumen dipengaruhi secara siginfikan oleh kualitas produk dan loyalitas konsumen dipengaruhi oleh kualitas produk secara signifikan. Sedangkan dari hipotesis lain  menujukkkan tidak ada pengaruh signifikan terhadap loyalitas konsumen Starbucks.





##plugins.themes.academic_pro.article.details##

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

LPPM Politeknik Piksi Ganesha Indonesia

How to Cite
Yulita, H., Widhianto, C. W., & Sari, D. P. (2024). Loyalitas Konsumen Yang Dimediasi Kepuasan dan Kualitas. Jurnal E-Bis, 8(1), 229-240. https://doi.org/10.37339/e-bis.v8i1.1304

References

Astri Ayu Purwati, T. F. (2020). Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty. Jurnal Economia, 16(2), 223-235.
Brendi Wijaya, H. Y. (2020). Effect of Emotional Experience, Electronic Word of Mouth, Reputation, Customer Satisfaction on Loyalty (Empirical Study: Lion Air). Ilomata International Journal of Management Vol. 1 No. 4 October, 215-227.
Brendi Wijaya, H. Y. (2020). Pengaruh Pengalaman Emosional, Electronic Word Of Mouth, Reputasi, dan Kepuasan terhadap Loyalitas Konsumen. Management & Accounting Expose vol. 3, No. 2, Desember , 71-81.
David Clinton Hutagaol, R. E. (2020). The Effect of Service Quality, Price, Customer Satisfaction on Customer Loyalty of AirAsia Customers. Proceedings of the Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2019). Indonesia.
Ernest Grace, R. M. (2021). Product Quality and Customer Satisfaction and Their Effect on Consumer Loyalty. International Journal of Social Science, 1(2), 69-78.
Fredirikus Timo, M. A. (2019). The Effect Of Product Quality And Service Quality On Customer Loyalty Mediated By Customer Satisfaction ( Evidence On Kharisma Store In Belu District, East Nusa Tenggara Province). South East Asia. South East Asia Journal of Contemporary Business, Economics and Law, 19(5), 13-26.
Hair, J. H. (2021). An Introduction to Structural Equation Modeling. In: Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. . Switzerland: Classroom Companion: Business. Springer, Cham.
Henilia Yulita, K. H. (2022). The Influence Of Millenial's Risk Perceptions On E-Commerce Shopee Purchase Decisions. PROMEDIA, (PUBLIC RELATION DAN MEDIA KOMUNIKASI), 8(1), 90 – 103.
Henilia Yulita, M. C. (2022). Aspek Informatifitas, Hiburan, Iritasi, Kredibilitas, Nilai dan Pengukuran Sikap Pada Iklan COVID-19 di Kanal YouTube. Jurnal E-Bis:Ekonomi-Bisnis Vol. 6 No. 2, 386-395.
Kian Yeik Koay, K. L.-H. (2019). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. Asian Journal of Business Research , 9(3), 51-74.
Michael Christian, E. P. (2022). Identification of Needs for Increasing the Selling Value of Salted Fish in Kali Baru. Jurnal Pengabdian dan Kewirausahaan, 6 no. 1( doi: 10.30813/jpk.v6i1.3162.), 10-16.
Panday, R. &. (2021). The effect of service quality and customer satisfaction on customer loyalty. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(1), 171-180.
Rihul Jannah, A. M. (2020). The influence of product quality and promotion on customer satisfaction and its impact on customer loyalty PT. Mahakrya Sejahtera Indonesia. Proceeding of The 3rd International Conference on Accounting, Business & Economics (UII-ICABE 2019). Yogyakarta.
Rizaty, M. A. (2021, Agustus 26). Retrieved from https://databoks.katadata.co.id/datapublish/2021/08/26/starbucks-miliki-328-ribu-gerai-resmi-di-seluruh-dunia-terbanyak-di-as
Rorim Panday, M. F. (2021). The The Effect of Service Quality and Customer Satisfaction on Customer Loyalty . Jurnal Manajemen Strategi dan Aplikasi Bisnis, 4(1), 171 - 180.
Syafarudin, A. (2021). The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71–83., 2(1), 71-83.
Syariful Mahsyar, U. S. (2020). Effect of Service Quality and Product Quality on Customer. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 204-211.
Syariful Mahsyar, U. S. (2020). EFFECT OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 204-211.
Yulita, H. T. (2022). ADS AVOIDANCE AND ATTITUDE TOWARDS ONLINE ADVERTISING AMONG NET-GENERATION IN JAKARTA. International Journal of Environmental, Sustainability, and Social Sciences, 3 (3), 713 - 728, 713 - 728.