Determinan Loyalitas Pelanggan Kedai Kopi Di Dharmasraya
Article Sidebar
Main Article Content
Abstract
The purpose of this study was to examine the effect of the service landscape on customer loyalty, through place attachment and customer satisfaction. The population of this research is 119 coffee shop customers in Dharmasraya, West Sumatra. Convenience sampling method was used to distribute questionnaires online, then processed using Partial Least Square-Structural Equation Model (PLS-SEM). The result of this research is that customer loyalty is influenced by the service landscape directly and indirectly through place attachment.
Tujuan dari penelitian ini adalah menguji pengaruh lanskap layanan terhadap loyalitas pelanggan, melalui keterikatan tempat dan kepuasan pelanggan. Populasi dari penelitian ini adalah 119 pelanggan kedai kopi yang ada di Dharmasraya, Sumatera Barat. Metode convenience sampling digunakan untuk menyebar kuesioner secara online, kemudian diolah dengan menggunakan Partial Least Square-Structural Equation Model (PLS-SEM). Hasil dari penelitian ini adalah loyalitas pelanggan dipengaruhi oleh lanskap layanan secara langsung dan tidak langsung melalui keterikatan tempat.
Article Details
This work is licensed under a Jurnal Muara Ilmu Ekonomi dan Bisnis Creative Commons Attribution-ShareAlike 4.0 International License.,/p>
References
Alfin, M. R., & Nurdin, S. (2017). Pengaruh store atmosphere pada kepuasan pelangan yang berimplikasi pada loyalitas pelanggan. Ecodemica, 1(2), 252–261.
Bharadwaj, S. G., Varadarajan, P. R., & Fahy, J. (1993). Sustainable competitive advantage in service industries: A conceptual model and research propositions. Journal of Marketing, 57(4), 83. https://doi.org/10.2307/1252221
Cardinale, S., Nguyen, B., & Melewar, T. C. (2016). Place-based brand experience, place attachment and loyalty. Marketing Intelligence & Planning.
Cokki. (2018). Analisis faktor-faktor yang paling mempengaruhi kepuasan konsumen warnet di sekitar Universitas Tarumanagara. Business & Management Journal Bunda Mulia, 4(1), 50-74. http://dx.doi.org/10.30813/bmj.v4i1.649
Diawan, N. S., Kusumawati, A., & Mawardi, M. K. (2016). The influence of store atmosphere on purchase decision and its impact on customer’s satisfaction (Case study on Indomaret Customers). Jurnal Administrasi Bisnis, 30(1), 8-16. http://administrasibisnis.studentjournal.ub.ac.id/
Fernandes, A. A. R., & Solimun, S. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development, 37(1), 76–87. https://doi.org/10.1108/JMD-12-2016-0315
Furoida, F., & Maftukhah, I. (2018). The influence of service quality and store atmosphere on customer loyalty through customer satisfaction. Management Analysis Journal, 7(2), 164–170. https://doi.org/10.15294/MAJ.V7I2.23337
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial Least Squares Structural Equation Modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Jang, Y. J. (2021). The role of customer familiarity in evaluating green servicescape: An investigation in the coffee shop context. International Journal of Contemporary Hospitality Management, 33(2), 693-716. https://doi.org/10.1108/IJCHM-04-2020-0356
Keni, K., & Sandra, K. K. (2021). Prediksi customer experience dan service quality terhadap customer loyalty: Customer satisfaction sebagai variabel mediasi. Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(1), 191. https://doi.org/10.24912/jmieb.v5i1.11196
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Li, S., & Wei, M. (2020). Hotel servicescape and customer citizenship behaviors: Mediating role of customer engagement and moderating role of gender. International Journal of Contemporary Hospitality Management, 33(2), 587-603. https://doi.org/10.1108/IJCHM07-2020-0656
Line, N. D., Hanks, L., & Kim, W. G. (2015). An expanded servicescape framework as the driver of place attachment and word of mouth. Journal of Hospitality and Tourism Research, 42(3), 476–499. https://doi.org/10.1177/1096348015597035
Miswanto, M., & Angelia, Y. R. (2017). The influence of service quality and store atmosphere on customer satisfaction. Jurnal Manajemen dan Kewirausahaan (Journal of Management and Entrepreneurship), 19(2), 106-111. https://doi.org/10.9744/jmk.19.2.106-111
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty: A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
Nobar, H. B. K., & Rostamzadeh, R. (2018). The impact of customer satisfaction, customer experience and customer loyalty on brand power: Empirical evidence from hotel industry. Journal of Business Economics and Management, 19(2), 417–430. https://doi.org/10.3846/jbem.2018.5678
Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: Evidence from the ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798–820. https://doi.org/10.1108/IJBM04-2018-0099
Shaykh-Baygloo, R. (2020). A multifaceted study of place attachment and its influences on civic involvement and place loyalty in Baharestan new town, Iran. Cities, 96 (September 2019), 102473. https://doi.org/10.1016/j.cities.2019.102473
Singh, G., Slack, N., Sharma, S., Mudaliar, K., Narayan, S., Kaur, R., & Sharma, K. U. (2021). Antecedents involved in developing fast-food restaurant customer loyalty. TQM Journal. https://doi.org/10.1108/TQM-07-2020-0163
Tsaur, S. H., Wang, Y. C., Liu, C. R., & Huang, W. S. (2019). Festival attachment: Antecedents and effects on place attachment and place loyalty. International Journal of Event and Festival Management, 10(1), 17–33. https://doi.org/10.1108/IJEFM-02-2018-0014
Yeh, Y. P. (2015). Corporate social responsibility and service innovation on customer loyalty: An empirical investigation in wealth management services. International Journal of Bank Marketing, 33(6), 823–839. https://doi.org/10.1108/IJBM-09-2014-0130