PENGARUH STORE ATMOSPHERE, KUALITAS PELAYANAN DAN KEBERAGAMAN PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pelanggan Kafe Kopi TM 100 Kabupaten Batu Bara)

Authors

DOI:

https://doi.org/10.29040/jie.v7i2.12067

Abstract

This research aims to find out more clearly the influence of Store Atmosphere, Service Quality and Product Diversity on Customer Loyalty with Customer Satisfaction as an Intervening Variable (Case Study of TM 100 Coffee Cafe Customers, Batu Bara Regency). This research uses quantitative methods. This type of research is explanatory research which explains the causal relationship between variables by testing hypotheses. The sample used in this research was 79 respondents using an accidental sampling method with the characteristics of customers who had made purchases at the TM 100 Coffee Café. Data analysis in this research uses Validity Test, Reliability Test, Hypothesis Test (t test). The data processing program in this research uses the Smart PLS software program version 3.0. The research results show that store atmosphere influences customer satisfaction. Service quality has no effect customer satisfaction. Product diversity has no effect customer satisfaction. Store atmosphere has no effect customer loyalty. Service quality has no effect customer loyalty. Product diversity has no effect has an effect on customer loyalty. Customer satisfaction has an effect on customer loyalty. Store atmosphere has an effect on customer loyalty through customer satisfaction as an intervening variable. Service quality has no effect on customer loyalty through customer satisfaction as a variable intervening. Product diversity has no effect on customer loyalty through customer satisfaction as an intervening variable. Keywords : Consumer Loyalty, Consumer Satisfaction, Store Atmosphere, Service Quality, Product Diversity

References

Adam, Muhammad. (2015). Manajemen Pemasaran Jasa, Bandung: Alfabeta.

Anang, Kurniawan, et al. (2022). Pengaruh Kualitas Makanan, Store Atmosphere Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, vol. 5(1), pp. 355–70.

https://doi.org/https://doi.org/10.47467/alkharaj.v5i1.1215.

Andy&Elisa. (2022). Pengaruh Keragaman Produk, Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen Pada Roti Viva Bakery, Total Persada - Tangerang. Prosiding: Ekonomi Dan Bisnis, vol. 1 (2), pp. 266–77.

https://jurnal.buddhidharma.ac.id/index.php/pros/article/view/1325.

Asniwaty, Besse, et al. (2019). Analysis of Effect of Service Quality, Physical Environment And Customer Experience To Customer Loyalty Through Customer Satisfaction of Visitor Starbucks Coffee In Samarinda. Atlantis Press, vol. 75, pp. 122–28, https://doi.org/https://doi.org/10.2991/icmemm-18.2019.7.

Capriati Ferdias Zelin.(2023). Pengaruh Keragaman Produk Dan Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan Minimarket Di Koperasi Visiana Bakti Tvri Jakarta. SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business, vol. 6 (1), pp. 170–77. https://doi.org/https://doi.org/10.37481/sjr.v6i1.631.

Ghozali, I.(018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25. Ke-9, Semarang: Universitas Diponegoro.

Https:// dataindonesia.id/

Haeruddin Ari, and Triska Dewi Pramitasari Ediyanto. (2022). Pengaruh Keragaman Produk Dan Lokasi Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sebagai Variabel Intervening. Seminar Nasional Unars, vol 1, 125–33.

https://www.unars.ac.id/ojs/index.php/prosidingSDGs/article/ /2433/1823.

Insani, Kharisma. (2022). Pengaruh Store Atmosphere , Kualitas Pelayanan , Dan E-Wom Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi ( Studi Kasus Pada Mie Gacoan Makamhaji Solo).Skripsi Manajemen, 1–23.

http://eprints.ums.ac.id/id/eprint/107435.

Kotler, Philip dan Kevin Lane Keller. (2016). Manajemen Pemasaran. Edisi 13. Jilid 1. Pearson Education Limited.

Kotler, P dan Amstrong. (2018). Prinsip-Prinsip Marketing Edisi Ke Tujuh. Penerbit Salemba Empat. Jakarta.

Sam, Yulia Kartika, et al. (2023). Pengaruh Store Atmosphere Dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Dimediasi Kepuasan Konsumen. Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital Dan Kewirausahaan, 1(2), 35-49, Sumatera Utara.

https://journal.sinergicendikia.com/index.php/inov

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Penerbit CV. Alfabeta: Bandung.

Sugiyono. (2019). Metode Penelitian Kuantitatif Kualitatif Dan R&d. Bandung : Alfabeta.

Tresiya, Dhita, et al. (2022). Pengaruh Kualitas Pelayanan Dan Kenyamanaan Terhadap Kepuasan Konsumen (Studi Pada Perusahaan Jasa Ojek Online Go-Jek Di Kota Kediri). IMEK : Jurnal Ilmiah Mahasiswa Ekonomi, 1(2).

https://doi.org/10.30737/jimek.v1i2.310.

Utami, Widya Christina. (2017). Manajemen Ritel: Strategi dan Implementasi Operasional Bisnis Ritel Modren di Indonesia. Edisi 3.Jakarta: Salemba Empat.

Wijaya, B. A. (2022). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Loyalitas Konsumen Cafe Semedulur Klaten. Skripsi, 1–34. http://repository.unwidha.ac.id:880/id/eprint/2927%0A

Downloads

Published

2023-08-31

How to Cite

Arseto, D. D. (2023). PENGARUH STORE ATMOSPHERE, KUALITAS PELAYANAN DAN KEBERAGAMAN PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pelanggan Kafe Kopi TM 100 Kabupaten Batu Bara). JURNAL ILMIAH EDUNOMIKA, 7(2). https://doi.org/10.29040/jie.v7i2.12067

Issue

Vol. 7 No. 2 (2023): EDUNOMIKA

Section

Articles

Citation Check