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All Journal Ekonomi Bisnis Jurnal Pengabdian Kepada Masyarakat (J-ABDIMAS)
Ika Kusumasasti
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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media

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PENGARUH KUALITAS PRODUK DAN LAYANAN TERHADAP LOYALITAS PELANGGAN COFFEE SHOP Ika Kusumasasti; Andarwati Andarwati; Djumilah Hadiwidjojo
Ekonomi Bisnis Volume 22, No. 2, Oktober 2017
Publisher : Jurusan Manajemen Fakultas Ekonomi Universitas Negeri Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (457.239 KB) | DOI: 10.17977/um042v22i2p123-129

Abstract

Abstract: This study aimed  to analyze the influence of product and service quality the to customer loyalty, and customer satisfaction as the mediation. The population of the study was one hundred DW Coffee’s customers who came more than once with the age ranging from 20-30 years old, selected using non-probability sampling methods. Analytical model used in this research was descriptive analysis and SEM-PLS using SmartPLS software version 3.0. The results showed that 1) product quality of DW Coffee has no effect on customer satisfaction, 2) service quality of DW Coffee affects customer satisfaction, 3) product quality of DW Coffee has no effect on customer loyalty, 4) service loyalty of DW Coffee has no effect on customer loyalty, 5) customer satisfaction of DW Coffee affects customer loyalty, and serves as a perfect mediation for service quality and customer loyalty. Keywords: Coffee Shop, Customer Loyalty, Customer Satisfaction, Products Quality, Service Quality, Abstrak: Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk dan layanan terhadap loyalitas pelanggan, dan kepuasan pelanggan sebagai mediasi. Populasi yang digunakan dalam penelitian ini adalah pelanggan DW Coffee yang telah datang lebih dari satu kali pada rentang usia 20-30 tahun, dengan metode non-probability sampling sebanyak 100 orang. Model analisis yang digunakan dalam penelitian ini adalah Analisis Deskriptif dan SEM-PLS menggunakan software SmartPLS versi 3.0. Hasil penelitian menunjukkan bahwa 1) Kualitas produk di DW Coffee tidak berpengaruh terhadap kepuasan pelanggan, 2) Kualitas layanan di DW Coffee berpengaruh terhadap kepuasan pelanggan, 3) Kualitas produk di DW Coffee tidak berpengaruh terhadap loyalitas pelanggan, 4) Kualitas layanan di DW Coffee tidak berpengaruh terhadap loyalitasl, 5) Kepuasan pelanggan di DW Coffee berpengaruh terhadap loyalitas pelanggan, dan  berfungsi sebagai mediasi sempurna antara kualitas layanan dan loyalitas pelanggan. Kata Kunci: Coffee Shop, Kualitas Produk, Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan
BIMBINGAN DAN PELATIHAN KELOMPOK ANEKA USAHA KEMITRAAN PERORANGAN UKM DI BHASKARA DS. KALISARI KEC.MULYOREJO SURABAYA JAWA TIMUR Rulirianto Rulirianto; Ayu Febriyanti P; Nurul Hidayatinnisa; Ika Kusumasasti
Jurnal Pengabdian Kepada Masyarakat (J-ABDIMAS) Vol 7 No 1 (2020): JURNAL PENGABDIAN KEPADA MASYARAKAT 2020
Publisher : Publisher UPT P2M Politeknik Negeri Malang

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Abstract

As it is known that knowledge and technology are very necessary and useful in an effort to help improve the quality of life of a nation. Knowledge and technology is not only beneficial for ordinary people but also very beneficial for people engaged in business. There are still many of our brothers and sisters who are less fortunate in the sense of doing business as just opening a business. But they don't have enough knowledge about how they should run their business, it's just product oriented, so it's not well known in the community. Therefore knowledge about marketing is very important as well as Product, Price, Place and Promotion. Products include the quality of how they choose good raw materials and good designs so that they get good results too.Surabaya is a large area and consists of many areas such as North Surabaya, East Surabaya, West Surabaya and South Surabaya. Besides that, it is necessary to introduce the location of the place where they are domiciled. So that many people know where the business is and what kind of business. Whether it's in the form of a group of shops, tailors, loundry or other similar businesses. Therefore, as an effort to improve their quality of life and form of care, it is necessary to provide counseling on how to live better by utilizing limited and basic knowledge and technology. In the end this program has the ultimate goal of improving the quality of life of business owners by means of management improvements in the business it owns.
Co-Authors Andarwati Andarwati Ayu Febriyanti P Djumilah Hadiwidjojo Nurul Hidayatinnisa Rulirianto Rulirianto