The The influence of service quality, store atmosphere, pricefairness and customer satisfaction on consumer loyalty at Sallo Coffee in Jakarta
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Abstract
This study aims to analyse whether service quality, store atmosphere, and pricefairness have an influence on customer loyalty either directly or using the customer satisfaction variable as the mediation. This research is quantitative research with a causal approach. The findings of this research aim to benefit the food and beverage industry, particularly the coffee shop company. The sampling procedure was carried out by non-probability sampling with a purposive sampling approach. The total number of respondents used was 225 respondents. The data was processed using SmartPLS version 3.2.9. Based on the test results conducted, it is stated that the service quality and price fairness variables affect customer loyalty. However, the store atmosphere variable has no influence on customer loyalty at Sallo Coffee. while the customer satisfaction variable fails to mediate the three variables with the customer loyalty variable
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How to Cite
Hutagalung, C. D. H., & Hutabarat, Z. (2024). The The influence of service quality, store atmosphere, pricefairness and customer satisfaction on consumer loyalty at Sallo Coffee in Jakarta . Enrichment : Journal of Management, 13(6), 3723-3732. https://doi.org/10.35335/enrichment.v13i6.1843
References
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Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763
Fiqqih, M. N. (2023). The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers. Proceedings of the 19th International Symposium on Management (INSYMA 2022), 265–271. https://doi.org/10.2991/978-94-6463-008-4_35
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Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (Third Edition).
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Dank, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (Springer, Ed.; Classroom Companion). Springer. http://www.
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Išoraitė, M. (2019). Consumen Loyality Programs In Retail Companys In Lithuania. Asociaţia de Cooperare Cultural-Educaţională Suceava, 8(1).
Jin, N., Line, N., & Merkebu, J. (2016). The effects of image and price fairness. International Journal of Contemporary Hospitality Management, 28(9), 1895–1914. https://doi.org/10.1108/IJCHM-03-2015-0094
Kasmir. (2017). Customer Services Excellent: Teroi dan Praktir. PT. Rajagrafindo Persada.
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Lee, S.-M., & Kim, H.-K. (2021). A Study on the Impact of Coffee Service Quality on Customer Satisfaction and Loyalty. In Turkish Journal of Computer and Mathematics Education (Vol. 12, Issue 10).
Marso, & Idris, R. (2022). Impact of Store Atmosphere on Customer Loyalty through Perceived Quality and Satisfaction: An Evidence from Boutique Industry in Tarakan. Petra International Journal of Business Studies, 5(2), 186–197. https://doi.org/10.9744/ijbs.5.2.186-197
Mudjiyanti, R., & Sholihah, M. (2022). The Effect of Cafe Atmosphere on Loyalty through Customer Satisfaction. Innovation Business Management and Accounting Journal, 1(1), 18–23. https://doi.org/10.56070/ibmaj.v1i1.5
Nashat Matin, A., Rahman, M. S., Syeduzzaman, M., & Hassan, Y. (2021). Detecting Service quality influence using DINESERV model: A study with the reference to restaurants in Dhaka city. YMER, 20(10), 218–228. http://ymerdigital.com
Nurhasanah, S., & Dewi, C. (2020). THE EMERGENCE OF LOCAL COFFEE SHOPS IN INDONESIA AS A COUNTER TO AMERICAN CULTURE HEGEMONY. Rubikon : Journal of Transnational American Studies, 6(1), 1. https://doi.org/10.22146/rubikon.v6i1.61485
O’brien, L., & Jones, C. (1995). Do Rewards Really Create Loyalty? Harvard Business Review. https://hbr.org/1995/05/do-rewards-really-create-loyalty
Rachman, H., Wardhana, A., Pradana, M., Wijaksana, T., & Renaldi, R. (2021). The Effects of Store Atmosphere and Service Quality on Customer Loyalty (Case Study of A Coffee Shop in Tasikmalaya, Indonesia). Second Asia Pacific International Conference on Industrial Engineering and Operations Management. https://www.ico.org
Raniya, R. F., Lubis, P. H., & Kesuma, T. M. (2023). THE INFLUENCE OF SOCIAL MEDIA MARKETING AND STORE ATMOSPHERE ON PURCHASE DECISION MEDIATED BY CONSUMER TRUST IN MILLENNIAL COFFEE SHOPS IN BANDA ACEH. International Journal of Business Management and Economic Review, 06(01), 144–155. https://doi.org/10.35409/IJBMER.2023.3466
San, V., Kijkasiwat, P., & Abbasi, A. (2022). UNDERSTANDING SERVICE QUALITY AND PRICE FAIRNESS TO CUSTOMER LOYALTY IN THE COFFEE SHOP INDUSTRY IN THAILAND. In International Journal of Social Science Research (Vol. 4, Issue 1). http://myjms.mohe.gov.my/index.php/ijssr
Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach, 7th Edition (7th ed.). John Wiley & Sons Ltd.
Snapcart. (2023, October 2). Indonesia’s Coffee Consumption Trends in 2023 – Snapcart. Snapcart.Global. https://snapcart.global/indonesias-coffee-consumption-trends-in-2023/
Stevens, P., Knutson, B., & Patton, M. (1995). Dineserv: A Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60. https://doi.org/10.1177/001088049503600226
Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D (16th ed.). Alfabeta.
Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D (Sugiyono, Ed.). Alfabeta.
Tjiptono, F. (2020). Strategi Pemasaran, Prinsip dan Penerapan. Andi Offset.
Wong, K. (2013). Partial least square structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24, 1–32.
Alfiansyah, R., Pamungkas, R. A., & Bakhri, S. (2024). Enhancing Customer Loyalty: Optimizing Barista and Store Atmosphere for Increased Customer Satisfaction. International Journal of Social Service and Research, 4(01), 1–14. https://doi.org/10.46799/ijssr.v4i01.657
Annur, C. (2023, November 17). Indonesia Merajai Pasar Kopi Modern di Asia Tenggara pada 2023. Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2023/11/17/indonesia-merajai-pasar-kopi-modern-di-asia-tenggara-pada-2023
Boudet, J., & Huang, J. (2020, October 22). How paid loyalty programs can help bring consumers back | McKinsey. Mckinsey.Com. https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/coping-with-the-big-switch-how-paid-loyalty-programs-can-help-bring-consumers-back-to-your-brand
Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763
Fiqqih, M. N. (2023). The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers. Proceedings of the 19th International Symposium on Management (INSYMA 2022), 265–271. https://doi.org/10.2991/978-94-6463-008-4_35
Gumiwang, R. (2018, April 16). Ramai-ramai Merambah Bisnis Kedai Kopi. Tirto.Id. https://tirto.id/ramai-ramai-merambah-bisnis-kedai-kopi-cHPS#google_vignette
Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis: A Global Perspective.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (Third Edition).
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Dank, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (Springer, Ed.; Classroom Companion). Springer. http://www.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hride, F. T., Ferdousi, F., & Jasimuddin, S. M. (2022). Linking perceived price fairness, customer satisfaction, trust, and loyalty: A structural equation modeling of Facebook‐based e‐commerce in Bangladesh. Global Business and Organizational Excellence, 41(3), 41–54. https://doi.org/10.1002/joe.22146
Išoraitė, M. (2019). Consumen Loyality Programs In Retail Companys In Lithuania. Asociaţia de Cooperare Cultural-Educaţională Suceava, 8(1).
Jin, N., Line, N., & Merkebu, J. (2016). The effects of image and price fairness. International Journal of Contemporary Hospitality Management, 28(9), 1895–1914. https://doi.org/10.1108/IJCHM-03-2015-0094
Kasmir. (2017). Customer Services Excellent: Teroi dan Praktir. PT. Rajagrafindo Persada.
Kotler, P., & Armstrong, G. (2008). PRINSIP-PRINSIP PEMASARAN : EDISI 12, JILID 1 / PHILIP KOTLER (12th ed., Vol. 1). Erlangga.
Kotler, P., & Keller, L. K. (2016). Marketing Management (15th ed) (15th ed.). Pearson Education Limited.
Lee, S.-M., & Kim, H.-K. (2021). A Study on the Impact of Coffee Service Quality on Customer Satisfaction and Loyalty. In Turkish Journal of Computer and Mathematics Education (Vol. 12, Issue 10).
Marso, & Idris, R. (2022). Impact of Store Atmosphere on Customer Loyalty through Perceived Quality and Satisfaction: An Evidence from Boutique Industry in Tarakan. Petra International Journal of Business Studies, 5(2), 186–197. https://doi.org/10.9744/ijbs.5.2.186-197
Mudjiyanti, R., & Sholihah, M. (2022). The Effect of Cafe Atmosphere on Loyalty through Customer Satisfaction. Innovation Business Management and Accounting Journal, 1(1), 18–23. https://doi.org/10.56070/ibmaj.v1i1.5
Nashat Matin, A., Rahman, M. S., Syeduzzaman, M., & Hassan, Y. (2021). Detecting Service quality influence using DINESERV model: A study with the reference to restaurants in Dhaka city. YMER, 20(10), 218–228. http://ymerdigital.com
Nurhasanah, S., & Dewi, C. (2020). THE EMERGENCE OF LOCAL COFFEE SHOPS IN INDONESIA AS A COUNTER TO AMERICAN CULTURE HEGEMONY. Rubikon : Journal of Transnational American Studies, 6(1), 1. https://doi.org/10.22146/rubikon.v6i1.61485
O’brien, L., & Jones, C. (1995). Do Rewards Really Create Loyalty? Harvard Business Review. https://hbr.org/1995/05/do-rewards-really-create-loyalty
Rachman, H., Wardhana, A., Pradana, M., Wijaksana, T., & Renaldi, R. (2021). The Effects of Store Atmosphere and Service Quality on Customer Loyalty (Case Study of A Coffee Shop in Tasikmalaya, Indonesia). Second Asia Pacific International Conference on Industrial Engineering and Operations Management. https://www.ico.org
Raniya, R. F., Lubis, P. H., & Kesuma, T. M. (2023). THE INFLUENCE OF SOCIAL MEDIA MARKETING AND STORE ATMOSPHERE ON PURCHASE DECISION MEDIATED BY CONSUMER TRUST IN MILLENNIAL COFFEE SHOPS IN BANDA ACEH. International Journal of Business Management and Economic Review, 06(01), 144–155. https://doi.org/10.35409/IJBMER.2023.3466
San, V., Kijkasiwat, P., & Abbasi, A. (2022). UNDERSTANDING SERVICE QUALITY AND PRICE FAIRNESS TO CUSTOMER LOYALTY IN THE COFFEE SHOP INDUSTRY IN THAILAND. In International Journal of Social Science Research (Vol. 4, Issue 1). http://myjms.mohe.gov.my/index.php/ijssr
Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach, 7th Edition (7th ed.). John Wiley & Sons Ltd.
Snapcart. (2023, October 2). Indonesia’s Coffee Consumption Trends in 2023 – Snapcart. Snapcart.Global. https://snapcart.global/indonesias-coffee-consumption-trends-in-2023/
Stevens, P., Knutson, B., & Patton, M. (1995). Dineserv: A Tool for Measuring Service Quality in Restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56–60. https://doi.org/10.1177/001088049503600226
Sugiyono. (2013). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif dan R&D (16th ed.). Alfabeta.
Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D (Sugiyono, Ed.). Alfabeta.
Tjiptono, F. (2020). Strategi Pemasaran, Prinsip dan Penerapan. Andi Offset.
Wong, K. (2013). Partial least square structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24, 1–32.