Pengaruh Kualitas Pelayanan, Harga dan Kualitas Produk terhadap Loyalitas Pelanggan Coffee Shop di Kota Medan
DOI:
https://doi.org/10.60036/jbm.593Keywords:
Kualitas Pelayanan, Harga, Kualitas Produk, Loyalitas PelangganAbstract
Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh kualitas pelayanan, harga dan kualitas produk terhadap loyalitas pelanggan Coffe Shop di Kota Medan. Penelitian ini merupakan jenis penelitian asosiatif. Populasi dalam penelitian ini adalah pelanggan yang pernah mengunjungi Coffee Shop yang ada di Kota Medan. Metode pengumpulan data dalam penelitian ini adalah kuesioner, wawancara dan studi pustaka. Metode analisis data menggunakan metode deskriptif dan metode kuantitatif yaitu analisis regresi linier berganda dengan tingkat signifikan 0,05. Hasil uji F menunjukkan bahwa kualitas pelayanan, harga dan kualitas produk secara bersama-sama memiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan. Berdasarkan pada pengujian koefisien determinasi (R2) menunjukkan bahwa nilai Adjusted R Square sebesar 0,164 artinya kualitas pelayanan, harga dan kualitas produk mempengaruhi loyalitas pelanggan sebesar 16,4% dan sisanya 83,6% dapat dijelaskan oleh faktor-faktor lain yang tidak diteliti dalam penelitian ini.
Downloads
References
Aaker, D. A. (2020). Strategic market management. Wiley.
Anderson, E. W., & Mittal, V. (2020). Strengthening the satisfaction-profit chain. Journal of Service Research, 23(1), 3–18. https://doi.org/10.1177/1094670519883933
Chen, Z., & Hu, Y. (2021). The impact of service quality on customer loyalty: Evidence from the coffee shop industry. Journal of Retailing and Consumer Services, 58, 102–110. https://doi.org/10.1016/j.jretconser.2020.102110
Cronin, J. J., & Taylor, S. A. (2020). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
Gupta, S., & Zeithaml, V. A. (2020). Customer metrics and their impact on customer loyalty. Journal of Marketing Research, 57(2), 123–135. https://doi.org/10.1177/0022243720906974
Homburg, C., & Giering, A. (2020). The role of price in customer loyalty: A meta-analysis. Journal of Retailing, 96(3), 345–360. https://doi.org/10.1016/j.jretai.2020.03.001
Kotler, P., & Keller, K. L. (2020). Marketing management (15th ed.). Pearson.
Kumar, V., & Shah, D. (2020). Building and sustaining profitable customer loyalty. Journal of Retailing, 96(1), 1–12. https://doi.org/10.1016/j.jretai.2020.02.001
Lovelock, C. H., & Wirtz, J. (2020). Services marketing: People, technology, strategy (8th ed.). Pearson.
Lupiyoadi, R. (2020). Manajemen pemasaran jasa. Salemba Empat.
Oliver, R. L. (2020). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224377001700405
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2020). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Ranjbarian, B., & Khosravi, P. (2021). The impact of price on customer loyalty: The mediating role of customer satisfaction. International Journal of Business and Management, 16(2), 45–56. https://doi.org/10.5539/ijbm.v16n2p45
Raza, A., & Khan, M. (2021). The role of service quality and price in customer loyalty: Evidence from the restaurant industry. Journal of Hospitality and Tourism Management, 48, 1–10. https://doi.org/10.1016/j.jhtm.2020.12.001
Sugiyono. (2018). Metode penelitian kuantitatif, kualitatif dan R&D. Alfabeta.
Sweeney, J. C., & Soutar, G. N. (2020). Consumer perceived value: The key to customer loyalty. Journal of Retailing and Consumer Services, 7(2), 77–88. https://doi.org/10.1016/S0969-6989(99)00010-8
Tjiptono, F. (2020). Pemasaran jasa. Andi.
Yulianto, A., & Sari, D. (2021). The influence of service quality and price on customer loyalty in the coffee shop industry. International Journal of Business and Management Invention, 10(3), 1–10.
Zeithaml, V. A., & Bitner, M. J. (2020). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Muhammad Rafif Rizki, Nindya Yunita, Hery Syahrial
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
