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All Journal CommIT (Communication & Information Technology) FIRM: Journal of Management Studies
Benyamin Suwito Rahardjo
Bina Nusantara University
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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SERVICE QUALITY AND PRODUCT QUALITY AS AN INFLUENCE ON CUSTOMER LOYALTY AT NATURALIS KOFFIE Vera Loestefani; Roy Poan; Benyamin Suwito Rahardjo; Akhmad Kusuma Wardhana
FIRM Journal of Management Studies Vol 7, No 2 (2022): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v7i2.3876

Abstract

This study aims to examine the role of service quality such as time efficiency, price, atmosphere, employee attitudes, information technology quality, aesthetics, escapism and product quality as an influence on consumer loyalty at “Naturalis Koffie”. Quantitative methods with primary data were used in this study. Data is collected using online questionnaires find the right respondents, that have visited Naturalis Koffie. The data gather were analyzed using Partial Least Square - Structural Equation Modeling (PLS-SEM) on SmartPLS 3.2.9 application. The results show that customer loyalty is influenced by service quality – consisting of 9 subdimensions: Time efficiency, Fairy Price, Atmosphere, Employee Attitude, Information Technology Service, Coffee Quality, Aesthetics, Escapism, and Satisfaction. The study found that all the nine variables were important interm of key success of the café. The originality of this study was to determine the effect of Service quality and product quality as an influence on consumer loyalty that affect  costumer repeat order.
Classifying Customer Attributes with Importance Performance Analysis and Fuzzy Kano Elia Oey; Nyimas Revita Permaisuri Putri; Benyamin Suwito Rahardjo
CommIT (Communication and Information Technology) Journal Vol. 17 No. 2 (2023): CommIT Journal
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/commit.v17i2.8534

Abstract

Analyzing what consumer needs remains every day’s challenge for every business. Every business entity requires continuous effort as consumers become more demanding and have more access to product/service offerings, leading to more competitive market dynamics and the necessity for more innovative ways of offering products/services. The research aims to recommend a set of customer attributes for the studied company and analyze the selected attributes using a combination of Importance Performance Analysis (IPA) and fuzzy Kano. The research is a case study of a company selling gift vouchers for individual and corporate consumers. The research combines literature study and affinity diagram workshop to identify the required consumer attributes, which are analyzed using the integration of IPA and fuzzy Kano. The results suggest that the studied company should concentrate on several attributes, such as A7-simple requirement during the purchasing process, A10-no administration fee during purchase, A14-cross promotion with various sister brands, and A15-no minimum purchase. The attributes fall under “concentrate here” in the IPA grid while at the same time, those are considered as “effective improving area” in the fuzzy Kano grid. The studied company is also recommended to keep their good work on the attribute of A5-expiry date longer than one year so that it remains their competitive attribute and does not fall into the other inferior quadrants.
Co-Authors Akhmad Kusuma Wardhana Elia Oey Nyimas Revita Permaisuri Putri Poan, Roy Vera Loestefani