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All Journal Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Analitika: Journal of Management and Finance
Rezki Agrisa Ditama
Institut Agama Islam Negeri Kerinci
Social Sciences

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PENINGKATAN MUTU LAYANAN MELALUI IMPLEMENTASI MANAJEMEN SUMBER DAYA MANUSIA Ahmad Yani; Rezki Agrisa Ditama; Muhammad Munawir Pohan
Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Vol 8 No 2 (2021): Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik
Publisher : Universitas Bina Taruna Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37606/publik.v8i2.236

Abstract

Penelitian ini bertujuan untuk mendeskripsikan bagaimana peningkatan mutu layanan melalui implementasi manajemen sumber daya manusia yang dilaksanakan di Kafe Gao Coffe Kabupaten Kerinci Provinsi Jambi. Penelitian ini menggunakan metode kualitatif dengan pendekatan studi kasus. Sumber data dalam penelitian ini terdiri dari kasir, juru masak, pramusaji, dan pengunjung. Alat pengumpulan data menggunakan wawancara, observasi, dan dokumentasi. Prosedur penelitian meliputi: pemilihan tema, pembacaan literatur, perumusan fokus dan masalah penelitian, pengumpulan data, penyempurnaan data, pengolahan data, analisis data, dialog teoritik, triangulasi temuan, dan simpulan hasil peneliti. Teknik analisis data yang digunakan antara lain: pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Uji keabsahan data melalui uji kredibilitas, dependabilitas, serta konfirmabilitas. Uji kredibilitas dilakukan dengan memperpanjang pengamatan, triangulasi serta membercheck. Hasil penelitian menunjukkan bahwa mutu pelayanan di Kafe Gao Coffe sudah baik, tetapi ada perlu beberapa perbaikan seperti: komunikasi antara pramusaji dengan pengunjung, ketersedian bahan baku untuk menu makanan dan minuman masih kurang lengkap, dan jam operasional kafe tutup sebelum waktunya.
Antecedents of Customer Loyalty: An Empirical Analysis of Service Quality, Trust, and Satisfaction at Mixue Sungai Penuh Rezki Agrisa Ditama; Bustami Bustami; Eka Putra; Azhar Azhar; Samsul Bahry Harahap
Analitika: Journal of Management and Finance Vol. 1 No. 1 (2026): Analitika: Journal of Management and Finance
Publisher : CV. Visionary Raya Sakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.67983/altk.v1i1.1

Abstract

Purpose: This study aims to examine the antecedents of customer loyalty by analyzing the effects of service quality, trust, and customer satisfaction on customer loyalty at Mixue Sungai Penuh. The research seeks to develop an empirical model explaining how these key relational constructs contribute to strengthening long-term customer commitment in the food and beverage industry. Design/methodology/approach: This research employs a quantitative approach with a causal design. Data were collected through structured questionnaires distributed to 85 customers of Mixue Sungai Penuh using a purposive sampling technique. The measurement items were adapted from established scales in the marketing literature. Data were analyzed using multiple linear regression with IBM SPSS Statistics version 25 to test the direct effects of service quality, trust, and customer satisfaction on customer loyalty. Findings: The results reveal that service quality, trust, and customer satisfaction simultaneously have a significant effect on customer loyalty. Partially, service quality and trust significantly influence customer satisfaction, and customer satisfaction significantly affects customer loyalty. These findings indicate that customer satisfaction plays a crucial role in strengthening loyalty, while service quality and trust function as key drivers in shaping positive customer perceptions and behavioral intentions. Research implications: This study enriches the empirical literature on customer loyalty by confirming the importance of service quality, trust, and satisfaction in a local food and beverage retail context. Practically, the findings suggest that managers should prioritize consistent service performance and trust-building strategies to enhance customer satisfaction and ultimately foster loyalty. Future studies are encouraged to involve larger samples and additional variables to improve generalizability and theoretical development.
Co-Authors Ahmad Yani Azhar Azhar Bustami Bustami Eka Putra Muhammad Munawir Pohan Samsul Bahry Harahap