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All Journal YUME : Journal of Management Jurnal Ilmiah Poli Bisnis
Novilia, Vera
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Health Professions Social Sciences

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Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Loyalty Terhadap Coffee Shop di Kota Batam Novilia, Vera; Mulyana, Elfan Wahyu
Jurnal Ilmiah Poli Bisnis Vol 14 No 2 (2022): Volume 14 Nomor 2
Publisher : Politeknik Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30630/jipb.v14i2.828

Abstract

The aim of this study is to analyze the effect of product marketing on customer loyalty at a coffee shops in Batam. The Culinary sector in this city is growing rapidly which has many coffee shop businesses, so customer loyalty is one of the important factors in this sector. The sample used in this study comes from customers or the people of Batam City who often visit coffee shops. The approach used on this examine is to apply quantitative methods by distributing questionnaires and this study obtained a total of 325 respondents. The object of research used is some of the leading coffee shops in Batam City. Data analysis was carried out using the Smart PLS 3.2.9 application. The results of this study indicate that product quality, price, service quality, brand image and physical environment have a significant positive effect on customer satisfaction, service quality and brand image have a significant positive effect on customer loyalty through customer satisfaction, customer satisfaction has a significant positive effect on customer loyalty. through customer satisfaction. significant positive effect on customer loyalty.
Faktor yang Mempengaruhi Kepuasan Pelanggan Terhadap Rubeka Coffee Shop Purwianti, Lily; Angeline, Angeline; Stefanie, Stefanie; Novilia, Vera; Tan, Windra
YUME : Journal of Management Vol 5, No 2 (2022)
Publisher : Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/yum.v5i2.1762

Abstract

AbstrakDalam beberapa tahun terakhir, perkembangan bisnis industri kedai kopi cukup baik. Hal ini mendorong banyak pengusaha untuk memulai atau membuat bisnis baru atau memperluas yang sudah ada, sementara persaingan antar kedai kopi sangat ketat. Dalam laporan ini kami menyelidiki faktor-faktor yang mempengaruhi kepuasan pelanggan di Rubeka. Penulis menggunakan beberapa variabel dalam pengujian ini, variabel independen yakni Service Quality, Product Quality, Physical Environment dan Trust, variabel dependen yang digunakan adalah Customer Satisfaction. Teknik yang digunakan untuk penelitian ini adalah dengan cara membagikan kuesioner dan terkumpul sebanyak 214 responden. Pengumpulan data pada penelitian ini akan berada diperoleh dalam 1 wilayah. Peneliti akan membagi kuesioner kepada masyarakat yang berdomisili di kota Batam yang pernah mengunjungi atau yang pernah mencoba produk dari cafe Rubeka yang berada di kota Batam. Penelitian ini menguji menggunakan alat analisis SPSS Statistics 26. Hasil penelitian menunjukkan bahwa product quality, service quality dan physical environment memiliki hubungan positif signifikan terhadap customer satisfaction. Sedangkan trust tidak signifikan terhadap customer satisfaction.Kata Kunci : Service Quality, Product Quality, Coffee ShopAbstractIn recent years, the business development of the coffee shop industry has been quite good. This encourages many entrepreneurs to start or create new businesses or expand existing ones, while competition between coffee shops is fierce. In this report we investigate the factors that influence customer satisfaction at Rubeka. The author uses several variables in this test, the independent variables are Service Quality, Product Quality, Physical Environment and Trust, the dependent variable used is Customer Satisfaction. The technique used for this research is by distributing questionnaires and collecting as many as 214 respondents. Data collection in this study will be obtained in 1 area. Researchers will distribute questionnaires to people who live in Batam city who have visited or who have tried products from Rubeka cafe in Batam city. This study was tested using the SPSS Statistics 26 analysis tool. The results showed that product quality, service quality and physical environment had a significant positive relationship to customer satisfaction. Meanwhile, trust is not significant to customer satisfaction.Keywords :  Service Quality, Product Quality, Coffee Shop
Co-Authors Angeline angeline Lily Purwianti Mulyana, Elfan Wahyu Stefanie Stefanie, Stefanie Tan, Windra