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All Journal Journal of Islamic Economics and Finance
Doni Adi Putra
Sekolah Tinggi Ilmu Ekonomi Yapis
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Pelanggan pada Point Coffee Indomaret Dompu Doni Adi Putra; Nurul Hayat; Firmansyah Firmansyah
Journal of Islamic Economics and Finance Vol. 4 No. 3 (2026): Agustus: Journal of Islamic Economics and Finance
Publisher : STIKes Ibnu Sina Ajibarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59841/jureksi.v4i3.4155

Abstract

This study aims to analyze the influence of service quality and product quality on customer loyalty at Point Coffee Indomaret Dompu. A descriptive quantitative approach was used in this study, with primary data collected via a Likert-scale questionnaire (1–5). The study population consisted of all customers of Point Coffee Indomaret Dompu, whose exact number is unknown. The sample was selected using purposive sampling based on Lemeshow’s formula, resulting in 96 respondents who met the criteria of being at least 17 years old and having made at least two purchases in the past month. Data analysis techniques included validity and reliability tests, classical assumption tests, and multiple linear regression analysis supplemented by t-tests, F-tests, and the coefficient of determination. The results of the study indicate that both service quality and product quality whether considered individually or simultaneously have a positive and significant effect on customer loyalty. Superior and responsive service quality can build emotional bonds with consumers, while product quality is the most dominant predictor in shaping loyalty. The integration of superior product quality and high service standards can effectively enhance consumers’ perceived value and strengthen their commitment to long-term customer loyalty.
Co-Authors Firmansyah Firmansyah Nurul Hayat