Effect Of Product Quality And Service On Customer Loyalty With Customer Satisfaction As An Intervening Variable (Study On Coffee Shop In Medan)
Abstract
This study is to determine the effect of product quality on consumer loyalty, to determine the quality of service to
consumer loyalty. To know the effect of product quality and service quality on customer satisfaction. The type of
research used is a type of quantitative research. In this study used 105 sample. Data collection techniques used by
researchers in conducting this study is to use an online questionnaire. Data analysis technique of this study is
SEM-PLS. From this study it was found that the influence of product quality on customer loyalty is a positive effect
and not significant. With a value of 0.163 and P – Values 0.000 < 0.05. From this study it was found that the
influence of product quality on customer satisfaction is a positive effect and not significant. With a value of 0.000
< 0.05. From this research found that the influence of customer satisfaction on customer loyalty is a positive and
significant effect. From this research found that the influence of customer satisfaction on customer loyalty is a
positive and significant effect. From this study it was found that the real effect is direct it is shown by the value of
the original sample on the indirect effect of 0.000 < 0.05, meaning that customer satisfaction plays a role in
mediating product quality to customer loyalty. From this study it was found that the real effect is direct it is shown
by the value of the original sample on the indirect effect of 0.000 < 0.05, meaning that customer satisfaction plays
a role in mediating service to customer loyalty.
Downloads
References
Amelia, N. R. (2018). Pengaruh Kualitas Pelayanan, Harga Dan Citra Kampus Terhadap Loyalitas Mahasiswa
Mengikuti Program MGM (Member Get Member) Melalui Kepuasan Mahasiswa Sebagai Variabel Intervening.
Abdi Ilmu, 1(1), 121–133.
Arianty, N. (2015). Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Konsumen
Handphone Samsung. Jurnal Ilmiah Manajemen Dan Bisnis, 16(2), 68–81.
Astuti, R., & Abdullah, I. (2017). Pengaruh Kualitas Produk dan Promosi Terhadap Keputusan Pembelian
Pakaian di Usaha Mikro Kecil Menengah. Jurnal Ilmiah Ekonomi Dan Bisnis, 1(1), 5–47.
Azhar, M. E., & Jufrizen, J. (2017). The analysis of the tourist loyalty determinant in the area of Toba Lake.
International Journal of Recent Scientific Research, 8(10), 20826–20832.
Chen, P.-L. H. B. C. Y. L. C.-C. (2019). The Influence Of Service Quality On Customer Satisfaction And
Loyalty In B2B Technology Service Industry. Total Quality Management and Business Excellence, 30(13–14),
–1465. https://doi.org/10.1080/14783363.2017.1372184
Daulay, N. I. U. N. D. T. A. R. Z. R. (2022). Triggers for Decreasing Coffee Purchase Decisions Caused by the
Inability of Different Packaging Designs , Narrow Parking Area And Slow In Responding To Complaints.
Mantik, 5(36), 2492–2499.
Dost, M. A. H. M. A. M. K. Bin. (2020). Significance of Accreditation , Services Quality , Green Standards and
Product Superiority on Customer Loyalty : A Case Of Healthcare Quality In Hospitals Of The Significance of
Accreditation , Services Quality , Green Standards and Product Superiority on. Journal of Accounting and
Finance in Emerging Economies, 6(1), 219–236. https://doi.org/10.26710/jafee.v6i1.1080
Gultom. D.K. (2014). Pengaruh Bauran Pemasaran Jasa Dan Kualitas Pelayanan Terhadap Kepuasan Mahasiswa
Program Studi Manajemen Fakultas Ekonomi Universitas Muhammadiyah Sumatera Utara. Jurnal Manajemen
& Bisnis, 14(1), 21–33.
Haanurat, R. J. A. M. I. (2019). The Influence of Product Quality and Promotion on Customer Satisfaction and
Its Impact on Customer Loyalty PT. Mahakarya Sejahtera Indonesia. Proceeding of The 3rd International
Conference on Accounting, Business & Economics, 1(4), 1491–1498.
HS, M. I. M. N. D. T. E. H. S. W. H. (2022). Efforts to Increase Customer Loyalty Forex Trading Judging from
International Journal of Science, Technology & Management ISSN: 2722 - 4015
the Elements of Trust and Relationships Emotional. International Journal of Business Economics (IJBE), 3(2),
–101.
Jasin, H. (2014). Pengaruh Kualitas Pelayanan dan Kualitas Air Terhadap Kepuasan Pelanggan Pada PDAM
Tirtanadi Cabang Tuasan Medan. Jurnal Ilmu Ekonomi Dan Studi Pembangunan, 14(1), 57–65.
Jumawan, A. S. (2020). The Effect of Service Quality , Brand Image and Word of Mouth Communication The
Effect of Service Quality , Brand Image and Word of Mouth Communication towards the Continuing Study
Interest. Webology, 17(2), 73–87. https://doi.org/10.14704/WEB/V17I2/WEB17017
Khatab, J. J., Esmaeel, E. S., & Othman, B. (2019). The influence of service quality on customer satisfaction:
Evidence from public sector and private sector banks in kurdistan/iraq. International Journal of Advanced
Science and Technology, 28(20), 865–872.
Kotler, P. (2009). Marketing management: A south Asian perspective. Pearson Education India.
Kotler, P., & Armstrong, G. (2014). Prinsip-Prinsip Manajemen Pemasaran. Erlangga.
Latihah, N. (2015). Pengaruh Label Halal dan Kualitas Produk Terhadap Kepuasan Konsumen di Taxubaxo.
Ekonomi Dan Bisnis Islam, 1(3), 11–24.
Lestari, N. R. A. I. (2019). Dasar Pemasaran. In Dasar Pemasaran. Deepublish.
Martin, I. L. N. R. K. C. H. (2021). The Role of Costumer Satisfaction in Mediating the Relationship Between
Service Quality and Price on Costumer Loyalty. Enrichment: Journal of Management, 12(1), 400–411.
Nasib. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Kola Renan
Bengawan Solo Pangkalan Brandan). Jurnal Ilmiah Manajemen & Bisnis, 18(1), 30–44.
Nasib, I. L. (2021). Manajemen & Bisnis Modern. In Jakarta: PT Rineka Cipta.
Nasib, M. (2021). The Effort to Increase Loyalty through Brand Image, Brand Trust, and Satisfaction as
Intervening Variables. Society, 9(1), 277–288. https://doi.org/10.33019/society.v9i1.303
Ningsih, N. I. L. K. N. C. H. A. W. (2020). Online Shopping the Satisfaction through Perceived Quality and It ’ s
Impact On Customer Loyalty. International Journal of Business and Management Invention (IJBMI), 9(3),
–61.
Nirmalasari, I. L. N. (2019). Determinant of Customer Relation Management Towards Minimarket Customers in
Medan City. Journal of Business and Management (IOSR-JBM), 21(10), 45–52. https://doi.org/10.9790/487X2110024552
Nofriza, S. T. H. S. N. B. (2022). The Effect of Market Orientation and Product Innovation on PerformanceMediated Competitive Advantage Marketing ( Case Study of MSME Boutiq Women in Medan Market Center ).
International Journal of Applied Finance and Business Studies, 10(1), 23–30.
Prentice, C. J. C. (2021). Linking Transaction-Specific Satisfaction And Customer Loyalty – The Case Of
Casino Resorts. Journal of Retailing and Consumer Services, 58(June), 1–10.
https://doi.org/10.1016/j.jretconser.2020.102319
Purwadi, N. K. W. D. (2021). Service Quality and Brand Image Influence on the Purchase Decision of Coffee
Shop Products in Yogyakarta Service Quality and Brand Image Influence on the Purchase Decision of Coffee
Shop Products in Yogyakarta. 3rd International Conference on Food Science and Engineering, 1–4.
https://doi.org/10.1088/1755-1315/828/1/012060
Radiman, Gunawan. A. Wahyuni. S.F, J. J. (2018). The Effect of Marketing Mix, Service Quality, Islamic
Values and Institutional Image on Students’ Satisfaction and Loyalty. Expert Journal of Marketing, 6(2).
Sadq, B. A. O. A. H. N. M. D. A. Z. M. (2021). The effects on customer satisfaction and customer loyalty by
integrating marketing communication and after sale service into the traditional marketing mix model of Umrah
travel services in Malaysia. Journal of Islamic Marketing, 12(2), 363–388. https://doi.org/10.1108/JIMA-09-
-0198
Siregar, A. H. D. (2021). The Decision To Revisit Coffee Drinking Is Seen From The Lifestyle And Attributes
Of Coffee Through The Brand Image. International Journal Of Science, Technology & Management, 2(1),
–19.
Sukartiko, K. H. W. M. M. M. P. K. A. C. (2019). The Effect of Perceived Quality , Price , and Product Safety
on Loyalty Consumer XYZ Products. Agroindustrial Journal, 6(2), 423–431.
Suryawan, I. B. M. P. B. Y. F. C. P. M. R. R. M. I. N. (2020). The Influence of Brand Awareness , Brand Image
, and Brand Trust on Brand Loyalty. Jurnal Manajemen, XXIV(03), 412–426.
https://doi.org/10.24912/jm.v24i3.676
Tambunan, A. F. P. A. C. E. N. F. A. D. (2022). Memahami Keputusan Pembelian Kopi Konsumen. Global
Aksara Pres.
Tham, S. A. S. A. K. T. A. K. J. (2019). Measuring The Critical Effect Of Marketing Mix On Customer Loyalty
International Journal of Science, Technology & Management ISSN: 2722 - 4015
Through Customer Satisfaction In Food And Beverage Products. Management Science Letters, 9(9), 1385–1396.
https://doi.org/10.5267/j.msl.2019.5.012
Tirtayasa,Istiqamah, M., Satria, & Pasaribu, H. K. (n.d.). Pengaruh Kualitas Produk Dan Harga Terhadap
Kepuasan Konsumen Melalui Keputusan Pembelian Sebagai Variabel Intervening. 2(1), 68–78.
Tirtayasa, S. M. (2017). Factor Analysis Of Competitiveness Small Medium Industry Case In Serdang Bedagai
District, North Sumatra, Indonesia. International Journal Of Scientific & Technology Research, 6(9), 157–
Tjiptono, F., & Chandra, G. (2012). Pemasaran Strategik (Edisi dua). ANDI.
Wahyuni, I. G. N. S. P. N. S. Y. N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by
Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi Dan Bisnis Jagaditha, 7(1),
–52.
Wasiman, N. S. A. M. Z. F. (2021). Do Purchase or Do no Purchase ? Customer Purchasing Decisions By Using
OVO Application. Proceedings of the 2nd Annual Conference on Blended Learning, Educational Technology
and Innovation (ACBLETI 2020) Do, 560(Acbleti 2020), 386–389.
