The Influence of Service Quality, Customer Satisfaction, and Price on Customer Loyalty (Case Study on Santuy Coffee Shop in Tambun, Bekasi)
Keywords:
Service Quality, Customer Satisfaction, Price, Customer LoyaltyAbstract
This research aims to find out the influence of customer quality on customer loyalty, the influence of customer satisfaction on customer loyalty, the influence of price on customer loyalty, service quality, customer satisfaction, and price on customer loyalty (case study at the Santuy coffee shop in Tambun, Bekasi). This research uses an associative type of research with a quantitative approach, which is measured using the coefficient of determination method with SPSS 29.0. The research population was customers of the Santuy coffee shop in Tambun and the sample was determined using a non-probability sampling method with a sample size of 105 people. The data used is primary data, which was collected through a questionnaire. Hypothesis testing is carried out using the t test and f test. The results of this research prove that partially service quality influences customer loyalty, customer satisfaction influences customer loyalty, and price influences customer loyalty. Simultaneous test results of service quality, customer satisfaction and price influence customer loyalty at Warung Kopi Santuy Tambun, Bekasi.
Downloads
References
Abdul Salam, & Abdiyanti, S. (2022). Analisis Pengaruh Celebrity Endorser, Brand Image Dan Brand Trust Terhadap Keputusan Pembelian (Studi Kasus Pada Konsumen Wanita Produk Skin Care Merek Ms Glow Di Kecamatan Sumbawa). Accounting and Management Journal, 6(1), 60–68. https://doi.org/10.33086/amj.v6i1.2204
Andrian, Ade Siantry, & Dhian Tyas Untari. (2024). Pengaruh Kualitas Produk, Harga Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Di Karoseri PT. Adhikarisma Pratama. Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-Commerce, 3(1), 211–222. https://doi.org/10.30640/digital.v3i1.2202
Andrian, & Mujid. (2021). STRATEGI CITRA MEREK, KUALITAS PELAYANAN, DAN HARGA TERHADAP MINAT MELANJUTKAN SEKOLAH.
Anggarawati. (2021). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan PDAM Tirta Marta Yogyakarta.
Bara, F., & Prawitowati, T. (2020). Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya. Journal of Business and Banking, 10(1), 33. https://doi.org/10.14414/jbb.v10i1.1760
Hadita, & Alfia Febriatu Sholikhah. (2023). Pengaruh Kualitas Layanan, Kualitas Produk dan Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Mie Gacoan Di Bekasi Timur. http://report.licorice.pink/blog/mini-survey/indonesian-preferrice-than-anything-
Kotler, P. K. K. L. K. (2016). Marketing Management (Global Edition 15). New Jersey: Pearson Education Limited.
Putra, Yusuf Pebrianto, & Tiris Sudrartono. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Masyarakat Dalam Pembuatan Surat Keterangan Ahli Waris di Kantor Kecamatan Banjaran Kabupaten Bandung. In Management Studies and Entrepreneurship Journal (Vol. 3, Issue 3). http://journal.yrpipku.com/index.php/msej
Rio Sasongko, S., & Penulis, K. (2021). FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN). 3(1). https://doi.org/10.31933/jimt.v3i1
Tjiptono, F. T. (2012). Strategi Pemasaran (Edisi Ke-10). Penerbit Andi Offset.
Tjiptono, F. T. G. C. (2016). Service Quality and Satisfaction. Penerbit Andi Offset.
Zikri, A., & Harahap, M. I. (2022). Analisis Kualitas Pelayanan Pengiriman Barang terhadap Kepuasan Konsumen pada PT Pos Indonesia (Persero) Regional I Sumatera.
