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PENGARUH KUALITAS PRODUK DAN LAYANAN TERHADAP LOYALITAS PELANGGAN COFFEE SHOP Ika Kusumasasti; Andarwati Andarwati; Djumilah Hadiwidjojo
Ekonomi Bisnis Volume 22, No. 2, Oktober 2017
Publisher : Jurusan Manajemen Fakultas Ekonomi Universitas Negeri Malang

Abstract: This study aimed to analyze the influence of product and service quality the to customer loyalty, and customer satisfaction as the mediation. The population of the study was one hundred DW Coffee’s customers who came more than once with the age ranging from 20-30 years old, selected using non-probability sampling methods. Analytical model used in this research was descriptive analysis and SEM-PLS using SmartPLS software version 3.0. The results showed that 1) product quality of DW Coffee has no effect on customer satisfaction, 2) service quality of DW Coffee affects customer satisfaction, 3) product quality of DW Coffee has no effect on customer loyalty, 4) service loyalty of DW Coffee has no effect on customer loyalty, 5) customer satisfaction of DW Coffee affects customer loyalty, and serves as a perfect mediation for service quality and customer loyalty. Keywords: Coffee Shop, Customer Loyalty, Customer Satisfaction, Products Quality, Service Quality, Abstrak: Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk dan layanan terhadap loyalitas pelanggan, dan kepuasan pelanggan sebagai mediasi. Populasi yang digunakan dalam penelitian ini adalah pelanggan DW Coffee yang telah datang lebih dari satu kali pada rentang usia 20-30 tahun, dengan metode non-probability sampling sebanyak 100 orang. Model analisis yang digunakan dalam penelitian ini adalah Analisis Deskriptif dan SEM-PLS menggunakan software SmartPLS versi 3.0. Hasil penelitian menunjukkan bahwa 1) Kualitas produk di DW Coffee tidak berpengaruh terhadap kepuasan pelanggan, 2) Kualitas layanan di DW Coffee berpengaruh terhadap kepuasan pelanggan, 3) Kualitas produk di DW Coffee tidak berpengaruh terhadap loyalitas pelanggan, 4) Kualitas layanan di DW Coffee tidak berpengaruh terhadap loyalitasl, 5) Kepuasan pelanggan di DW Coffee berpengaruh terhadap loyalitas pelanggan, dan berfungsi sebagai mediasi sempurna antara kualitas layanan dan loyalitas pelanggan. Kata Kunci: Coffee Shop, Kualitas Produk, Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan

BIMBINGAN DAN PELATIHAN KELOMPOK ANEKA USAHA KEMITRAAN PERORANGAN UKM DI BHASKARA DS. KALISARI KEC.MULYOREJO SURABAYA JAWA TIMUR Rulirianto Rulirianto; Ayu Febriyanti P; Nurul Hidayatinnisa; Ika Kusumasasti
Jurnal Pengabdian Kepada Masyarakat (J-ABDIMAS) Vol 7 No 1 (2020): JURNAL PENGABDIAN KEPADA MASYARAKAT 2020
Publisher : Publisher UPT P2M Politeknik Negeri Malang

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As it is known that knowledge and technology are very necessary and useful in an effort to help improve the quality of life of a nation. Knowledge and technology is not only beneficial for ordinary people but also very beneficial for people engaged in business. There are still many of our brothers and sisters who are less fortunate in the sense of doing business as just opening a business. But they don't have enough knowledge about how they should run their business, it's just product oriented, so it's not well known in the community. Therefore knowledge about marketing is very important as well as Product, Price, Place and Promotion. Products include the quality of how they choose good raw materials and good designs so that they get good results too.Surabaya is a large area and consists of many areas such as North Surabaya, East Surabaya, West Surabaya and South Surabaya. Besides that, it is necessary to introduce the location of the place where they are domiciled. So that many people know where the business is and what kind of business. Whether it's in the form of a group of shops, tailors, loundry or other similar businesses. Therefore, as an effort to improve their quality of life and form of care, it is necessary to provide counseling on how to live better by utilizing limited and basic knowledge and technology. In the end this program has the ultimate goal of improving the quality of life of business owners by means of management improvements in the business it owns.

ANALYSIS OF POST-PANDEMIC CONSIGNMENT SALES SYSTEMS AND PROCEDURES IN MSMEs SNACK CV. AURA SUFA MALANG REGENCY Evi Suwarni; Masitha Nisa Akmalia; Tatiana Kristianingsih; Ika Kusumasasti
Jurnal Ekonomi Vol. 12 No. 04 (2023): Jurnal Ekonomi, 2023
Publisher : SEAN Institute

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The impact of the Covid 19 pandemic that has hit the world, causing more and more people to be infected with Covid 19. Therefore, the Government of Indonesia has implemented social restrictions to minimize the spread of the virus. These social restrictions make people's activities limited and unusual, making all community activities hampered. Economic activities are no exception. The large risk of bankruptcy in Micro, Small and Medium Enterprises (MSMEs), makes a lot of Micro, Small and Medium Enterprises (MSMEs) go out of business, so millions of people lose their jobs. Given the importance of the role of MSMEs in Indonesia, there is a need for a strategy to encourage the revival of MSMEs in Indonesia. Increasing sales is one way to revive the economy from MSMEs which are currently sluggish. One strategy that can be run is to make consignment sales. This research will be conducted on MSMEs because MSMEs are the weakest sector affected by Covid-19, especially those engaged in snacks. Based on a preliminary survey of CV. Aura Sufa in Malang Regency, which is engaged in selling fruit chip snacks, is known that the Covid-19 pandemic has had a major impact on her finances and there has been a significant decrease in revenue from sales proceeds and non-smooth payments from the consignee who is a business partner. The study used qualitative methods with in-depth interviews of company owners and employees. From the analysis of the research results, it was concluded that there was an evaluation of the consignment sales system such as improving flows and procedures that were previously manual to become systemized, sales and marketing systems that use social media, developing partnership system models and completeness of documents related to consignment sales administration. So that with the flow of systems and administrative procedures for consignment sales, it can have an impact on increasing sales volume and smooth administration of accounts receivable collection.

BIMBINGAN DAN PELATIHAN KELOMPOK ANEKA USAHA KEMITRAAN PERORANGAN UKM DI BHASKARA DS. KALISARI KEC.MULYOREJO SURABAYA JAWA TIMUR rulirianto rulirianto; Ayu Febriyanti Puspitasari; Nurul Hidayatinnisa; Ika Kusumasasti
Jurnal Pengabdian kepada Masyarakat Vol. 7 No. 1 (2020): JURNAL PENGABDIAN KEPADA MASYARAKAT 2020
Publisher : P3M Politeknik Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar

As it is known that knowledge and technology are very necessary and useful in an effort to help improve the quality of life of a nation. Knowledge and technology is not only beneficial for ordinary people but also very beneficial for people engaged in business. There are still many of our brothers and sisters who are less fortunate in the sense of doing business as just opening a business. But they don't have enough knowledge about how they should run their business, it's just product oriented, so it's not well known in the community. Therefore knowledge about marketing is very important as well as Product, Price, Place and Promotion. Products include the quality of how they choose good raw materials and good designs so that they get good results too.Surabaya is a large area and consists of many areas such as North Surabaya, East Surabaya, West Surabaya and South Surabaya. Besides that, it is necessary to introduce the location of the place where they are domiciled. So that many people know where the business is and what kind of business. Whether it's in the form of a group of shops, tailors, loundry or other similar businesses. Therefore, as an effort to improve their quality of life and form of care, it is necessary to provide counseling on how to live better by utilizing limited and basic knowledge and technology. In the end this program has the ultimate goal of improving the quality of life of business owners by means of management improvements in the business it owns.

PELATIHAN PEMBUATAN VIDEO IKLAN UNTUK PENERAPAN KOMUNIKASI PEMASARAN TERINTEGRASI PADA UMKM KATERING RAYUNG PELANGI KOTA MALANG Lina Budiarti; Rena Feri Wijayanti; Kun Mustain; Ika Kusumasasti; Kartika Indah Permanasari
Jurnal Pengabdian kepada Masyarakat Vol. 10 No. 2 (2023): JURNAL PENGABDIAN KEPADA MASYARAKAT 2023
Publisher : P3M Politeknik Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33795/abdimas.v10i2.4845

Marketing is often interpreted narrowly as the activity of distributing products from producers to consumers, even though in fact it is not just that activity. Advertising is one of the many activities in marketing. All activities in marketing need to be integrated with each other so as to produce a mature marketing concept. Likewise with advertising activities which are one of the communication activities in integrated marketing communications. In small businesses, generally communication activities are carried out separately and have not yet integrated their communication activities. This community service aims to provide guidance on the importance of conducting integrated marketing communications, namely integrating marketing communication activities in the form of sales promotions that have already been carried out by partners with advertising.

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