The Influence of Product Quality and Service Quality on Consumer Loyalty is Mediated by Consumer Satisfaction at F.Coffee and Eatery Marina-Walk

Authors

Keywords:

Product Quality, Service Quality Satisfaction, Loyalty

Abstract

In increasing consumer loyalty, good quality service is needed for consumers so that it creates a feeling of satisfaction with the service provided.This research aims toknowing the influence of service quality and product quality on customer loyalty is mediated by consumer satisfactionF. Coffee and Eatery Marina-Walk. This research used path analysis and a sample size of 98 respondents at F.Coffee and Eatery Marina-Walk.The results of this research show that: (1)Product quality has a direct and significant effect on consumer satisfaction at F.Coffee and Eatery Marina-Walk, (2)Service quality has a significant direct effect onConsumer Satisfaction at F.Coffee and Eatery Marina-Walk, (3)Product quality has a direct and significant effect on consumer loyalty to F.Coffee and Eatery Marina-Walk, (4) Service Quality has a significant direct effect onLoyalty Consumen at F.Coffee and Eatery Marina-Walk, (5)Consumer satisfaction has a direct and significant effect on consumer loyalty to F.Coffee and Eatery Marina-Walk, (6)Product Quality has no significant effect on Consumer Loyalty through Consumer Satisfaction at F.Coffee and Eatery Marina-Walk, and(7)Service Quality does not have a significant effect on Consumer Loyalty through Consumer Satisfaction at F.Coffee and Eatery Marina-Walk.

References

Bulan, TPL and Sriwulan, T, 2021.The Influence of Product Quality and Price on Mitana Cafe Consumer Loyalty in Langsa City. Journal of Ocean Economics, Vol. 5(1), Pg. 11- 20. https://ejurnalunsam.id/index.php/jse/article/view/3440. Accessed September 16, 2023.

Dasril, JDM and Sumadi, 2023. Analysis of the Influence of Product Quality, Service Quality and Brand Image on Customer Satisfaction and Loyalty at the Janji Jiwa Coffee Shop in Yogya-karta City. Journal of Education and Counseling, Vol. 5(2), Pg. 600- 610.

http://journal.universitaspahlawan.ac.id/index.php/jpdk/article/view/13018. Accessed September 16, 2023.

Dewantoro, DH, Wisnalmawati, and Istanto, Y, 2021. The Influence of Product Quality on Cus-tomer Loyalty Mediated by Customer Satisfaction (Survey at Fihi Pekanbaru Coffee Shop). Journal of Bina Scientific Management, Vol. 3 (2), Pg. 134-146.https://publishing-widyagama.ac.id/ejournal v2/index.php/ciastech/article/view/3289/1749. Accessed September 16, 2023.

Handoko. 2016. Management. Yogyakarta: BPFE.

Hunowu, LGM, Lapian, SLHV J, and and Loindong, SSR 2023. The Influence of Product Quality, Price, and Advertising on Consumer Purchase Interest in the Codashop Application. EMBA Journal, Vol. 11(1), p. 1033-1041.https://ejournal.unsrat.ac.id/v3/index.php/emba/article/view/46750. Accessed Janu-ary 11, 2024.

Hoe and Mansori, 2018. The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence From Malaysian Engineering Industry. International Journal of Industrial Marketing, Vol.3 (1), pp. 20-35.

https://www.macrothink.org/journal/index.php/ijim/article/view/13959/0.Accessed February 26, 2023.

Kotler, P. 2017. Marketing Management. 13th Edition. Jakarta: Erlangga.

Kotler and Keller. 2019. Marketing and Customer Satisfaction. Surabaya: Unitomo Press.

Mariansyah, A and Syarif, A. 2020. The Influence of Product Quality, Service Quality, and Price on Consumer Satisfaction at Cafe Kabalu. Journal of Bina Scientific Management, Vol. 3 (2), Pg. 134- 146. https://journal.binadarma.ac.id/index.php/BINAMANAJEMEN/article/view/1106. Accessed September 16, 2023.

Maulidio, R and Dwiastanti, A, 2021. The Influence of Product Quality and Price on Customer Loyalty at Amstirdam Coffee in Malang. Journal of Social Sciences, Vol. 19(1), Pg. 600-610. https://jurnal.stkippgritulungagung.ac.id/index.php/inspirasi/article/view/3015. Accessed Sep-tember 16, 2023.

Mu'tashim, MI, and Slamet, AS, 2019. The Influence of Product Quality and Service Quality on Consumer Satisfaction (Case Study of a Coffee Shop in Bogor City). Journal of Management and Organization, Vol. 10(2), Pg. 118- 132.

https://journal.ipb.ac.id/index.php/jmo/article/view/30131. Accessed September 16, 2023.

Nurfalah,Zahra, AndTabrani(2020).The Influence of Product Quality and Price on Consumer Satis-faction at Mustafa85 Coffee Shop Pandeglang Banten (Case Study of Mustafa85 Coffee Shop in Pandeglang Banten). Journal of National Development Economics, Vol. 13(2), Pg. 313-318.https://jbbe.lppmbinabangsa.id/index.php/jbbe/article/download/59/41. Accessed Sep-tember 16, 2023.

Nuridin, 2018. Effect of Service Quality and Quality of Products to Customer Loyalty With Cus-tomer Satisfaction as Intervening Variable in PT. Nano Coating Indonesia. International Journal of Business and Applied Social Science, Vol.4 (1), pp.19-31.

https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3110499.Accessed February 26, 2023.

Oliver. 2015. Public Relations Strategy. Jakarta: Erlangga.

Pradipta, IGM, and Yulianthini, NN, 2022. The Influence of Product Quality and Service Quality on Consumer Satisfaction at Kedai Yang Coffee Singaraja.Journal of Management and Busi-ness, Vol. 4 (1), Pg. 43- 50. https://ejournal.undiksha.ac.id/index.php/Prospek/article/view/32428. Accessed September 16, 2023.

Tjiptono, F. 2019. Marketing Strategy Principles & Application. Edition 1. Yogyakarta: Andy.

Waluyowati, NP and Bustomi, MIG, 2022. Service Quality on Coffee Shop Customer Satisfaction. Journal of Marketing Management and Consumer Behavior, Vol. 1(1), Pg. 13- 18. https://jmppk.ub.ac.id/index.php/jmppk/article/view/14. Accessed September 16, 2023.

Downloads

Published

2024-03-11

How to Cite

Jesaya Mentang, J. J., Joyce Lapian, S., & Irvan Trang. (2024). The Influence of Product Quality and Service Quality on Consumer Loyalty is Mediated by Consumer Satisfaction at F.Coffee and Eatery Marina-Walk. International Journal of Sharia Economics and Financial Literacy, 1(2), 1–16. Retrieved from https://pubjournals.com/ijsefl/article/view/27

Issue

Section

Articles

Similar Articles

You may also start an advanced similarity search for this article.