The influence of customer satisfaction and service quality on customer loyalty at moh yamin's wedangan
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Dec 21, 2023
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Abstract
The development of the times, many businesses have developed in the food business sector such as restaurants and similar types of businesses. Consumers increasingly understand and understand not service or product quality but also cleanliness that they will consume. The purpose of this study was to determine the effect of customer satisfaction and service quality on customer loyalty at Wedangan Moh Yamin. This research includes quantitative research with 100 respondents. The sampling technique in this study uses non-probablity sampling with the purposive side method. The data collection technique used a questionnaire that was distributed via google form. To analyze the data that has been collected, researchers use the help of SPSS 25.0 software to analyze respondent characteristics and SMARTPLS 3.0 to analyze data. According to the findings of this study, client satisfaction has a good influence on service quality and a positive influence on customer loyalty. Companies can build strong relationships with customers and increase loyalty by focusing on good service and customer satisfaction, which can contribute to business growth. Advice for entrepreneurs is to pay attention to service quality so that customers are satisfied and loyal to the products offered.
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How to Cite
Ar Royan, H. M., & Setyawan, A. A. (2023). The influence of customer satisfaction and service quality on customer loyalty at moh yamin’s wedangan. Enrichment : Journal of Management, 13(5), 3323-3332. https://doi.org/10.35335/enrichment.v13i5.1779
References
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Dwi Wahyuni, C. R. (2017). Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas Pelanggan Yang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 12(1), 69–82. https://doi.org/10.26533/eksis.v12i1.84
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Gontur, S., Gadi, P. D., & Bagobiri, E. (2022). Service Quality and Customer Loyalty. International Journal of Marketing & Human Resource Research, 3(1), 38–51. https://doi.org/10.47747/ijmhrr.v3i1.474
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Indrawati, F. (2018). DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING Fenny Indrawati. 6(2).
Jahanshahi, A. ., Gashti, M. A. ., Mirdamadi, S. ., Nawaser, K., & Khaksar, S. M. S. (2009). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science, 1(June 2011), 253–260.
Khadka. K., Mahrjan, S. (2017). Value, satisfaction and customer loyalty. Marketing for Entrepreneurs and SMEs, November. https://doi.org/10.4337/9781781955970.00008
Maknunah. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Blitar the Influence of Service Quality on Consumer Satisfaction Course and Training Institution ( Lkp ) Citra Jelita Wonorejo Village , Srengat District Blitar District. LU’Lu Ui Maknunah, XIV(02), 339–361.
Parasuraman, A., Zeithaml, V.A.and Berry, L.L. (1998), SERVQUAL: a multiple item scale for Measuring consumer perceptions of service quality, Journal of Retaling, vol. 64 No, 1, pp. 12-40.
Pertiwi, S. M., & Ayu, R. F. (2021). Pengaruh Service QualityTerhadap Customer Satisfaction Pada Restaurant (Studi Kasus Pada Pelanggan Restoran Latar Ijen Malang). Jurnal Ilmiah Mahasiswa FEB, 9(2).
Rahim, A. R., Andi Mappatompo, & Simiati. (2022). The Impact Of Service Quality And Product Quality On Customer Loyalty And Its Impact On Repeats Order At Astra Credit Companies Makassar Branch. Enrichment : Journal of Management, 12(4), 2560-2571. https://doi.org/10.35335/enrichment.v12i4.694
Rahmadiane, G. D., Utami, E. U. S., & Widianti, H. (2022). Pengaruh Kualitas Terhadap Loyalitas dengan Kepuasan Pelanggan BRI Sebagai Variabel Mediasi. Jurnal Ilmu Manajemen Dan Bisnis, 13(1), 11–16. https://ejournal.upi.edu/index.php/mdb/article/view/40227/18880
Riyani, D., Larashat, I., & Juhana, D. (2021). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Majalah Bisnis & IPTEK, 14(2), 94–101. https://doi.org/10.55208/bistek.v14i2.233
Sari, O. A., & Setyawan, A. A. (2022). Customer Loyalty in Online Shopping. Proceedings of the International Conference on Economics and Business Studies (ICOEBS 2022), 655(Icoebs), 327–331. https://doi.org/10.2991/aebmr.k.220602.043
Setyawan, A., & Kussudiyarsana, I. (2015). Brand trust and brand loyalty, an empirical study in Indonesia consumers. British Journal of Marketing Studies. British Journal of Marketing Studies, 4(3), 37–47. https://www.researchgate.net/publication/303302646
Setyawati, R. (2023). Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Konsumen. INOVASI: Jurnal Ekonomi, Keuangan Dan Manajemen, 19(1), 57–63. https://journal.feb.unmul.ac.id/index.php/INOVASI/article/view/12660/2345
Sholikhah, A. F., & Hadita, H. (2023). Pengaruh Kualitas Layanan, Kualitas Produk Dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Mie Gacoan Di Bekasi Timur. Jurnal Economina, 2(2), 692–708. https://doi.org/10.55681/economina.v2i2.352
Syaifudin, A., & Suriyok, K. (2022). The Effect of Experiential Marketing, Store Atsmosphere, Product Quality and Service Quality on Customer Satisfaction at Café Rosella. Enrichment : Journal of Management, 12(5), 4033-4042. https://doi.org/10.35335/enrichment.v12i5.958
Wijoyo Hadion, Sunarsih, D., Cahyono, Y., & Indrawan, I. (2014). Manajemen Pemasaran di Era Global. In Paper Knowledge . Toward a Media History of Documents (Vol. 7, Issue 2).
Yum, K., & Yoo, B. (2023). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability (Switzerland), 15(14). https://doi.org/10.3390/su151411214
Zebrga, F. W., & Zaveri, B. (2020). Effect of service quality on customer loyalty: A study of hotels in Ethiopia. International Journal of Management, 11(3), 668–677. https://doi.org/10.34218/IJM.11.3.2020.068
Dakhi, D., Duha, T., & Halowo Fau, S. (2021). Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Pelanggan pada Ud. Desta Jaya Hilisimaetano. Jurnal Ilmiah Mahasiswa Nias Selatan, 4(2), 21–35. http://jurnal.stienisel.ac.id/index.php/jim/article/view/221
Desla, I. O., & Aswan, K. (2023). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Laptop Pada J-Bros Computer Padang. Jurnal Bintang Manajemen, 1(2). https://ejurnal.stie-trianandra.ac.id/index.php/jubima/article/view/1453%0Ahttps://ejurnal.stie-trianandra.ac.id/index.php/jubima/article/download/1453/1227
Djunaedi, N., & Muh. Akil Rahman. (2023). Pengaruh Service Quality terhadap Customer Satisfaction pada Layanan Jasa Go-Jek di Kota Palopo. Jurnal Manajemen Perbankan Keuangan Nitro, 6(1), 26–38. https://doi.org/10.56858/jmpkn.v6i1.89
Dwi Wahyuni, C. R. (2017). Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas Pelanggan Yang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 12(1), 69–82. https://doi.org/10.26533/eksis.v12i1.84
Ghassani, M. K., Rahman, N. A., Geraldine, T., & Murwani, I. A. (2022). The Effect of Greenwashing, Green Word of Mouth, Green Trust and Attitude towards Green Products on Green Purchase Intention. Budapest International Research and Critics Institute-Journal, 5(3), 25508–25520. https://doi.org/10.33258/birci.v5i3.6598
Gontur, S., Gadi, P. D., & Bagobiri, E. (2022). Service Quality and Customer Loyalty. International Journal of Marketing & Human Resource Research, 3(1), 38–51. https://doi.org/10.47747/ijmhrr.v3i1.474
Hilmawan, M. I., & Suryani, A. (n.d.). Pengaruh Kualitas Layanan terhadap Loyalitas melalui Kepuasan Konsumen Studi pada Trans Sarbagita Fakultas Ekonomi dan Bisnis Universitas Udayana domestik dan mancanegara . Penduduk Provinsi Bali , khususnya yang berada pada Kota digunakan oleh masyarakat. 1005–1021.
Indrawati, F. (2018). DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING Fenny Indrawati. 6(2).
Jahanshahi, A. ., Gashti, M. A. ., Mirdamadi, S. ., Nawaser, K., & Khaksar, S. M. S. (2009). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science, 1(June 2011), 253–260.
Khadka. K., Mahrjan, S. (2017). Value, satisfaction and customer loyalty. Marketing for Entrepreneurs and SMEs, November. https://doi.org/10.4337/9781781955970.00008
Maknunah. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Blitar the Influence of Service Quality on Consumer Satisfaction Course and Training Institution ( Lkp ) Citra Jelita Wonorejo Village , Srengat District Blitar District. LU’Lu Ui Maknunah, XIV(02), 339–361.
Parasuraman, A., Zeithaml, V.A.and Berry, L.L. (1998), SERVQUAL: a multiple item scale for Measuring consumer perceptions of service quality, Journal of Retaling, vol. 64 No, 1, pp. 12-40.
Pertiwi, S. M., & Ayu, R. F. (2021). Pengaruh Service QualityTerhadap Customer Satisfaction Pada Restaurant (Studi Kasus Pada Pelanggan Restoran Latar Ijen Malang). Jurnal Ilmiah Mahasiswa FEB, 9(2).
Rahim, A. R., Andi Mappatompo, & Simiati. (2022). The Impact Of Service Quality And Product Quality On Customer Loyalty And Its Impact On Repeats Order At Astra Credit Companies Makassar Branch. Enrichment : Journal of Management, 12(4), 2560-2571. https://doi.org/10.35335/enrichment.v12i4.694
Rahmadiane, G. D., Utami, E. U. S., & Widianti, H. (2022). Pengaruh Kualitas Terhadap Loyalitas dengan Kepuasan Pelanggan BRI Sebagai Variabel Mediasi. Jurnal Ilmu Manajemen Dan Bisnis, 13(1), 11–16. https://ejournal.upi.edu/index.php/mdb/article/view/40227/18880
Riyani, D., Larashat, I., & Juhana, D. (2021). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Majalah Bisnis & IPTEK, 14(2), 94–101. https://doi.org/10.55208/bistek.v14i2.233
Sari, O. A., & Setyawan, A. A. (2022). Customer Loyalty in Online Shopping. Proceedings of the International Conference on Economics and Business Studies (ICOEBS 2022), 655(Icoebs), 327–331. https://doi.org/10.2991/aebmr.k.220602.043
Setyawan, A., & Kussudiyarsana, I. (2015). Brand trust and brand loyalty, an empirical study in Indonesia consumers. British Journal of Marketing Studies. British Journal of Marketing Studies, 4(3), 37–47. https://www.researchgate.net/publication/303302646
Setyawati, R. (2023). Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Konsumen. INOVASI: Jurnal Ekonomi, Keuangan Dan Manajemen, 19(1), 57–63. https://journal.feb.unmul.ac.id/index.php/INOVASI/article/view/12660/2345
Sholikhah, A. F., & Hadita, H. (2023). Pengaruh Kualitas Layanan, Kualitas Produk Dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Mie Gacoan Di Bekasi Timur. Jurnal Economina, 2(2), 692–708. https://doi.org/10.55681/economina.v2i2.352
Syaifudin, A., & Suriyok, K. (2022). The Effect of Experiential Marketing, Store Atsmosphere, Product Quality and Service Quality on Customer Satisfaction at Café Rosella. Enrichment : Journal of Management, 12(5), 4033-4042. https://doi.org/10.35335/enrichment.v12i5.958
Wijoyo Hadion, Sunarsih, D., Cahyono, Y., & Indrawan, I. (2014). Manajemen Pemasaran di Era Global. In Paper Knowledge . Toward a Media History of Documents (Vol. 7, Issue 2).
Yum, K., & Yoo, B. (2023). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability (Switzerland), 15(14). https://doi.org/10.3390/su151411214
Zebrga, F. W., & Zaveri, B. (2020). Effect of service quality on customer loyalty: A study of hotels in Ethiopia. International Journal of Management, 11(3), 668–677. https://doi.org/10.34218/IJM.11.3.2020.068