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All Journal FIRM: Journal of Management Studies
Benyamin Suwito Rahardjo
Binus University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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SERVICE QUALITY AND PRODUCT QUALITY AS AN INFLUENCE ON CUSTOMER LOYALTY AT NATURALIS KOFFIE Vera Loestefani; Roy Poan; Benyamin Suwito Rahardjo; Akhmad Kusuma Wardhana
FIRM Journal of Management Studies Vol 7, No 2 (2022): FIRM JOURNAL OF MANAGEMENT STUDIES
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33021/firm.v7i2.3876

Abstract

This study aims to examine the role of service quality such as time efficiency, price, atmosphere, employee attitudes, information technology quality, aesthetics, escapism and product quality as an influence on consumer loyalty at “Naturalis Koffie”. Quantitative methods with primary data were used in this study. Data is collected using online questionnaires find the right respondents, that have visited Naturalis Koffie. The data gather were analyzed using Partial Least Square - Structural Equation Modeling (PLS-SEM) on SmartPLS 3.2.9 application. The results show that customer loyalty is influenced by service quality – consisting of 9 subdimensions: Time efficiency, Fairy Price, Atmosphere, Employee Attitude, Information Technology Service, Coffee Quality, Aesthetics, Escapism, and Satisfaction. The study found that all the nine variables were important interm of key success of the café. The originality of this study was to determine the effect of Service quality and product quality as an influence on consumer loyalty that affect  costumer repeat order.
Co-Authors Akhmad Kusuma Wardhana Poan, Roy Vera Loestefani