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All Journal Jurnal Manajemen Bisnis dan Kewirausahaan
Ratih Jualiati
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Decision Sciences, Operations Research & Management

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The Influence of Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Janji Jiwa Coffee Shop Malangg Adinda Rizki Yuanitasari; Ratih Jualiati; Ardik Praharjo
Jamanika (Jurnal Manajemen Bisnis dan Kewirausahaan) Vol. 2 No. 04 (2022): DECEMBER
Publisher : Universitas Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/jamanika.v2i04.23699

Abstract

This study aims to examine the effect of service quality on customer loyalty with customer satisfaction as a mediating variable. The type of research used is explanatory research. The population used is customers who have visited the Janji Jiwa Malang coffee shop. The sampling method used is non-probability sampling with an accidental sampling technique. The sample used was 100 respondents. The data collection method used a questionnaire, then the data that had been collected were analyzed using path analysis. The results of this study were service quality has a positive and significant effect on customer loyalty.  Customer satisfaction has a positive and significant effect on customer loyalty. Service quality has a positive and significant effect on customer satisfaction and customer satisfaction can mediate the effect of quality. service to customer loyalty.
Co-Authors Adinda Rizki Yuanitasari Ardik Praharjo