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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis JURNAL PENGABDIAN KEPADA MASYARAKAT JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan KACANEGARA Jurnal Pengabdian pada Masyarakat Dinasti International Journal of Education Management and Social Science Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Darma Agung Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Ilmu Manajemen Terapan (JIMT) Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Quantitative Economics and Management Studies Jurnal AbdiMas Nusa Mandiri Jurnal PADMA: Pengabdian Dharma Masyarakat Kontigensi: Jurnal Ilmiah Manajemen Jurnal Abdimas Kartika Wijayakusuma Wiga : Jurnal Penelitian Ilmu Ekonomi Jurnal Inovasi Masyarakat JRAP (Jurnal Riset Akuntansi dan Perpajakan) Journal Research of Social Science, Economics, and Management IIJSE Multifinance Kriez Academy KISA INSTITUE : Journal of Economics, Accounting, Business, Management, Engineering and Society JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi Jurnal Penelitian Pendidikan Indonesia Engagement: Jurnal Pengabdian Kepada Masyarakat Profixa: International Journal of Economic and Business Research
Uce Karna Suganda
Universitas Widyatama
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Constructing Customer Loyalty Beyond Satisfaction: The Interplay of Brand Meaning and Servicescape Experience in the Coffee Shop Industry Ahmad Roni; Uce Karna Suganda
International Journal of Economic and Business Research Vol. 1 No. 3 (2026): : July: Profixa: International Journal of Economic and Business Research
Publisher : CV SCRIPTA INTELEKTUAL MANDIRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65310/b4x9re85

Abstract

The increasing competition in the coffee shop industry has intensified the need to understand customer loyalty beyond satisfaction with individual service encounters. This study examines how customer loyalty is constructed through the interplay between brand meaning and servicescape experience at Sukaluyu Coffee in Bandung, West Java, Indonesia. Adopting a qualitative interpretive case study design, the study collected primary data through semi-structured in-depth interviews and non-participant observations, complemented by documentary evidence concerning the coffee shop’s brand identity and physical environment. Data were analyzed thematically through familiarization, initial coding, categorization, theme development, thematic review, and interpretation, with triangulation, member checking, and an audit trail supporting analytical trustworthiness. The findings reveal four interconnected themes: brand meaning as a personally relevant experience, servicescape as a lived experience, brand–servicescape congruence as an interpretive mechanism, and customer loyalty beyond satisfaction. Customers constructed loyalty through accumulated experiences in which personal meanings, recurring activities, familiarity, and environmental experiences became interconnected. Brand–servicescape congruence strengthened perceptions of coherence between what the coffee shop represented and what customers experienced, supporting sustained preference and continued patronage. The study contributes to coffee shop and customer loyalty research by extending satisfaction-oriented perspectives toward a meaning–experience framework in which loyalty develops through personally relevant brand meanings and coherent servicescape experiences. The framework is interpretive and does not imply statistically tested causal relationships.
Pengaruh Brand Image dan Servicescape Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Mediasi Ahmad Roni; Uce Karna Suganda
JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi Vol. 4 No. 1 (2026): July
Publisher : CV. Muris Global Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62421/jibema.v4i1.757

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Brand Image dan Servicescape terhadap Customer Loyalty dengan Customer Satisfaction sebagai variabel mediasi pada pelanggan Sukaluyu Coffee Kota Bandung. Penelitian menggunakan pendekatan kuantitatif dengan desain kausal. Data dikumpulkan melalui kuesioner kepada pelanggan Sukaluyu Coffee yang dipilih menggunakan teknik purposive sampling. Responden dalam penelitian ini berjumlah 100 orang dengan kriteria berusia minimal 17 tahun dan telah melakukan pembelian atau berkunjung ke Sukaluyu Coffee sekurang-kurangnya dua kali. Analisis data dilakukan menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan bantuan SmartPLS 4.0. Hasil penelitian menunjukkan bahwa Brand Image berpengaruh positif dan signifikan terhadap Customer Loyalty dan Customer Satisfaction. Servicescape juga berpengaruh positif dan signifikan terhadap Customer Loyalty dan Customer Satisfaction. Sebaliknya, Customer Satisfaction tidak berpengaruh signifikan terhadap Customer Loyalty. Hasil pengujian pengaruh tidak langsung menunjukkan bahwa Customer Satisfaction tidak memediasi pengaruh Brand Image maupun Servicescape terhadap Customer Loyalty.
Co-Authors Ahmad Roni Ahmad Roni Annisa Lisdayanti Antoni, Faisal Arif rachman Dadan Drajat Martamihardja Dadan Drajat Martamihardja Deden Sutisna Deden Sutisna Della Ayu Marista Dinda Kayani Putri Bestari Dini Sugiarti Dora, Yenny Maya Eliana Donna Simbolon Erwin Firdaus Fansuri Munawar Febrianti, Adjeng Mariana Firdaus, Erwin Gagan Sugandi Gagan Sugandi Gallang Perdana Dalimunthe Hasan Sahroni Herry Achmad Buchory Herry Achmad Buchory Herry Achmad Buchory Ijang Faisal Irma Ismawati Ismawati, Irma Isti Arrifianti Jerry Kristianto Jhosua Jonathan Napitu Lilis Yuaningsih Maman Suratman Maman Suratman Mariana Rachmawati Mariana Rachmawati Nanang Rohman Ni Putu Nurwita Pratami Wijaya Nina Nurani Nugraha Saefudin Nurani, Nina Nurul Hermina Priadi, Yudi Prihadi, M Dana Raden Mochamad Daud Rizky F Ramdhani, Zulman Riana, Nia Ryan Kurniawan Ryan Kurniawan Sopiyadin, Deni A. Sri Astuti Pratminingsih Sunardi Sembiring Brahmana Trianda, Panji Achmed Tuti Asmala Yenny Maya Dora Yuaningsih, Lilis Yudi Priadi Zaenal Aripin Zulganef Zulganef Zulman Ramdhani