Upaya Meningkatkan Loyalitas Penikmat Café Berbasis Hedonic Value, Store Atmosphere Serta Kepuasan Pelanggan
Abstract
Saat ini cafe merupakan salah satu tempat yang menyenangkan dan santai bagi generasi muda untuk membahasberbagai masalah hidup. Pertumbuhan café saat ini semakin pesat seiring dengan perubahan perilaku hidup generasi muda. Tulisan ini bertujuan untuk mengetahui dan menguji pengaruh hedonic value, store atmosphere, dan kepuasan konsumen terhadap loyalitas konsumen di Cafe Pojok Bangka, Jember. Populasi dalam penelitian ini adalah seluruh pengunjung Café Pojok Bangka Jember. Sampel penelitian ditentukan sebanyak 100 responden dengan metode purposive sampling. Uji validitas dan uji reliabilitas untuk menguji alat ukur yang dalam hal ini berupa kuisioner. Uji hipotesis menggunakan analisis regresi linier berganda. Setelah dianalisis dengan analisis regresi linier berganda diketahui bahwa hedonic value dengan koefisien sebesar 0,230, store atmosphere dengan koefisien sebesar 0,296, dan kepuasan konsumen dengan koefisien sebesar 0,033 berpengaruh positif terhadap loyalitas konsumen pada Café Pojok Bangka Jember.. Hasil penelitian menunjukkan bahwa hedonic value berpengaruh terhadap loyalitas pelanggan. Store atmosphere berpengaruh terhadap loyalitas pelanggan. Kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan Café Pojok Bangka Jember.
Keywords
Full Text:
PDF (Bahasa Indonesia)References
Alfin, M. R., & Nurdin, S. (2017). Pengaruh Store Atmosphere Pada Kepuasan Pelangan Yang Berimplikasi Pada Loyalitas Pelanggan. Ecodemica, 1(2), 252–261.
Aliman, N. K., & Mohamad, W. N. (2016). Linking Service Quality, Patients’ Satisfaction and Behavioral Intentions: An Investigation on Private Healthcare in Malaysia. Procedia - Social and Behavioral Sciences, 224(August 2015), 141–148. https://doi.org/10.1016/j.sbspro.2016.05.419
Amin, M., & Nasharuddin, S. Z. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance, 18(3), 238–254. https://doi.org/10.1108/CGIJ-05-2012-0016
Antanegoro, R. . Y., Surya, D., & Sanusi, F. (2017). Analisis Pengaruh Inovasi Produk, Inovasi Layanan dan Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Nasabah. Jurnal Riset Bisnis Dan Manajemen Tirtayasa, 1(2), 167–178. https://ejournal.unsrat.ac.id/index.php/emba/article/view/16522/16014
Antanegoro, R. Y., Surya, D., & Sanusi, F. (2017). Analisis Pengaruh Inovasi Produk, Inovasi Layanan dan Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Riset Bisnis Dan Manajemen Tirtayasa, 1(2), 167–179. https://jurnal.untirta.ac.id/index.php/JRBM/article/view/3152/2395
Arnold, M. J., & Reynolds, K. E. (2012). Hedonic Shopping Motivations. Journal of Retailing., 79, 77– 95.
Atmanegara, S. Y., Cahyono, D., Qomariah, N., & Sanosra, A. (2019). Pengaruh Kualitas Pelayanan , Citra Perusahaan , dan Lokasi Terhadap Kepuasan Konsumen Hotel Ijen View Bondowoso. Jurnal Sains Manajemen Dan Bisnis Indonessia, E-ISSN : 2541-2566, 9(1), 79–89. https://doi.org/10.32528/jsmbi.v9i1.2375
Azhari, P. P., & Rubiyanti, R. N. (2016). Pengaruh Store Atmosphere Terhadap Minat Beli Ulang Konsumen Pada Nom Nom Eatery Bandung Store Atmosphere Influence on Consumer Repurchase Interest At the Nom Nom Eatery Café Bandung ( Y ). E-Proceeding of Management, 3(1), 512–516.
Baharuddin, A., & Sudaryanto, B. (2021). Pengaruh Store Atmosphere terhadap Repurchase Decision dan Loyalitas Konsumen pada Coffee Shop (Studi pada Konsumen Coffee Shop di Semarang). DIPONEGORO JOURNAL OF MANAGEMENT, 10(5), 1–6. https://ejournal3.undip.ac.id/index.php/djom/article/view/33803
Berman, B., & Evans, J. R. (2004). Retail Management A Strategic Apporoach. Ninth Editon. New Jersey. Pearson Education International.
Buchari, A. (2007). Manajemen Pemasaran dan Pemasaran Jasa, Edisi Revisi. Alfabeta.
Chao, Ren-fang, Wu, T.-C., & Yen, W.-T. (2015). The Influence of Service Quality , Brand Image , and Customer Satisfaction on Customer Loyalty for Private Karaoke Roomsin Taiwan. The Journal of Global Business Management, 11(1), 59–67.
Chao, Ren fang. (2015). The Impact of Experimental Marketing on Customer Loyalty for Fitness Clubs: Using Brand Image and Satisfaction as the Mediating Variables. The Journal of International Management Studies, 10(2), 52–60.
Dewi, R. K., Kumadji, S., & Mawardi, M. K. (2015). PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN ( Survei Pada Pelanggan Tempat Wisata Jawa Timur Park 1 Kota Wisata Batu ). Jurnal Administrasi Bisnis (JAB), 28(1), 1–6. http://administrasibisnis.studentjournal.ub.ac.id/index.php/jab/article/view/1120/1483
Edyansyah, T., Albra, W., Azhar, A., Farid, F., & Suryani Irma. (2019). the Effect of Marketing Mix Toward Satisfaction and Loyalty of Patient in the Public Hospital of Dr. Fauziah Bireuen of Aceh Province of the Indonesia. DLSU Business&Economics Review Volume, 28(3), 1–7. https://doi.org/10.5281/zenodo.3270552#.XSGovfG1ghM.mendeley
Fahmi, A., Qomariah, N., & Cahyono, D. (2020). Effect of Service Quality and Service Innovation of Patient Satisfaction and Loyalty. International Journal of Engineering Research & Technology (IJERT), 9(06), 1085–1090.
Fahrika, A., Rachma, N., & Slamet, A. R. (2019). Pengaruh Online Marketing Dan E-Service Quality Terhadap Loyalitas Dengan Kepuasan Sebagai Variabel Intervening Pada Online Shop Joyism Malang. Jurnal Ilmiah Riset Manajemen, 8(4), 52–63.
Febrini1, I. Y., PA, R. W., & Anwar, M. (2019). PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN KONSUMEN DAN MINAT BELI ULANG DI WARUNG KOPI KLOTOK, KALIURANG, YOGYAKARTA. Jurnal Manajemen Bisnis, 10(1), 35–54. https://doi.org/10.18196/mb.10167
Gera, R., Mittal, S., Batra, D. K., & Prasad, B. (2017). Evaluating the effects of service quality, customer satisfaction, and service value on behavioral intentions with life insurance customers in India. International Journal of Service Science, Management, Engineering, and Technology, 8(3), 1–20. https://doi.org/10.4018/IJSSMET.2017070101
Ghozali, I., & Latan, H. (2015). Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. BP Undip.
Giantari, I. G. A. K., Yasa, N. N. K., Sukawati, T. G. R., & Setini, M. (2021). Student Satisfaction and Perceived Value on Word of Mouth ( WOM ) During the COVID-19 Pandemic : An Empirical Study in Indonesia. Journal of Asian Finance, Economics and Business, 8(6), 1047–1056. https://doi.org/10.13106/jafeb.2021.vol8.no6.1047
Griffin, J. (2015). Customer Loyalty,Edisi Revisi (Revisi). Erlangga.
Hanny, H., & Krisyana, K. (2022). Pengaruh kualitas pelayanan, citra merek dan kepuasan pelanggan terhadap loyalitas pelanggan pada kafe di kota Batam. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 1115–1129. https://doi.org/10.36778/jesya.v5i1.703
Hanzaee, K. H., & Rezaeyeh, S. P. (2013). Investigation of the effects of hedonic value and utilitarian value on customer satisfaction and behavioural intentions. African Journal of Business Management, 7(11), 818–825. https://doi.org/10.5897/AJBM11.728
Harminingtyas, R. (2014). Pengaruh Store Image, Store Atmosphere, Brand Association, dan Brand Awarness terhadap Keputusan Pembelian Ulang (Repurchase) (Studi pada Konsumen The Body Shop di Java Mall Semarang). DIPONEGORO JOURNAL OF SOCIAL AND POLITIC, 11(44), 129–141. http://fsct-old.modares.ac.ir/article_10614_30aea192f59914fbe55c62ccc37ee440.pdf
Hasniaty, H. (2015). Customer Perception On Products Pricing Service Quality Towards Customers Quality Relationships And Loyalty Of Domestic Airlines Indonesia. International Journal of Scientific & Technology Research, 4(8), 181–188. http://www.ijstr.org/research-paper-publishing.php?month=apr2020
Heidy, B. (2022). Service Quality , Satisfaction , and Loyalty of BNI Mobile Banking E- Customer. BUSINESS AND ENTREPRENEURIAL REVIEW, 22(April), 97–118.
Hidayat, R., Industri, J. T., & Madura, U. T. (2009). Pengaruh Kualitas Layanan , Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. JURNAL MANAJEMEN DAN KEWIRAUSAHAAN, 11(1), 59–72.
Iriyanti, E., Qomariah, N., & Suharto, A. (2016). PENGARUH HARGA, KUALITAS PRODUK DAN LOKASI TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING PADA DEPOT MIE PANGSIT JEMBER. Jurnal Manajemen Dan Bisnis Indonesia, 2(1).
Joel Mustamu, E. (2021). Pengaruh Inovasi Produk Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Kfc Srondol. Jurnal Administrasi Bisnis, X(I), 689–696.
Jr, S. L. S., Omar, M. W., & Wahid, N. A. (2007). the Effect of Brand Image on Overall Satisfaction and Loyalty Intention in the Context of Color Cosmetic. The Yin and Yang of Csr Ethical Branding, 12(1), 83–100.
Kassim, N., & Asiah Abdullah, nor. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Kavengi, G. (2013). The Impact of Bank Brand Image on Customer Satisfaction and Loyalty : A Case of Kenya Commercial Bank. European Journal of Business and Management, 5(21), 35–40.
Khuana, K. (2016). Pengaruh Hedonic Value Terhadap Behavioral Intention Dengan Customer Satisfaction Sebagai Variabel Intervening ( Studi Kasus Pada : 1903 – Heritage Dining ). Strategi Pemasaran, 3(2). https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/4634/4248
Kotler, P., & Keller, K. L. (2016). Marketing Management 15e. Person Prentice Hall, Inc.
Kusmarini, R. A., Sumarwan, U., & Simanjuntak, M. (2020). The Effect of Atmosphere Perception, Perceived Value, And Hedonic Value on Consumer Loyalty Through The Service Quality of Warunk Upnormal. Indonesian Journal of Business and Entrepreneurship, 6(1), 53–65. https://doi.org/10.17358/ijbe.6.1.53
Kusuma, K. N. P., & Giantari, I. G. A. ketut. (2020). THE MEDIATING ROLE OF CONGRUITY AND CUSTOMER SATISFACTION IN THE EFFECT OF THE PERSONALITY TRAITS ON BRAND LOYALTY IN THE COFFEE SHOP INDUSTRY IN BALI. American Journal of Humanities and Social Sciences Research (AJHSSR), 8(8), 426–434.
Lamidi, L., & Rahadhini, M. D. (2018). The Effects of Hedonic Value, Utilitarian Value, and Customer Value on Satisfaction and Behavioral Intentions. Journal of Applied Philosophical Management and Innovation, 1(1), 13. https://doi.org/10.26805/japmai.v1i1.26
Lee, S. Y., & Kim, J. H. (2014). Effects of servicescape on perceived service quality, satisfaction and behavioral outcomes in public service facilities. Journal of Asian Architecture and Building Engineering, 13(1), 125–131. https://doi.org/10.3130/jaabe.13.125
Levy, M., & Weitz, B. A. (2014). Retailing Manaement (9th ed.). McGraw Hill International.
Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.
Listiono, F. I. S., & Sugiarto, S. (2015). Pengaruh Store Atmosphere Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Di Liberia Eatery Surabaya. Jurnal Manajemen Pemasaran Petra, 1(1), 1–9. https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/3200/2891
Lovelock, C. H., & Wright, L. K. (2012). Principles of Service Marketing and Management. Prentice Hall Inc.
Lupiyoadi, R. (2013). Manajemen Pemasaran. Salemba Empat.
Maskur, M., Qomariah, N., & Nursaidah. (2016). Analisis Pengaruh Kualitas Pelayanan, Harga, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus pada Bengkel Mobil Larasati Lumajang). Jurnal Sains Manajemen & Bisnis Indonesia, VI(2), 212–221.
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(July), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mowen, J. C., & Minor, M. (2012). Perilaku Konsumen. Erlangga.
Mu’ah, M., & Masram, M. (2014a). LOYALITAS PELANGGAN:Tinjauan Aspek Pelayanan dan Biaya Peralihan. Zifatama.
Mu’ah, M., & Masram, M. (2014b). LOYALITAS PELANGGAN:Tinjauan Aspek Pelayanan dan Biaya Peralihan. Zifatama Publishing.
Muharmi, H., & Sari, K. (2019). Pengaruh Service Quality , Food Quality , Dan Perceived Value Terhadap Consumer Satisfaction Dan Behavioral Intentions. Jurnal Manajemen Dan Bisnis Indonesia, 5(2), 193–203. https://doi.org/https://doi.org/10.32528/jmbi.v5i2.2880
Mulyawan, A., & Rinawati. (2016). Pengaruh Kualitas Layanan Akademik Terhadap Kepuasan Mahasiswa Serta Implikainya Pada Loyalitas Mahasiswa. Jurnal Ekonomi, Bisnis & Entrepreneurship, 10(2), 119–131.
Neupane, R. (2015). The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK. International Journal of Social Sciences and Management, 2(1), 9–26. https://doi.org/10.3126/ijssm.v2i1.11814
Nikmah, H., Susbiyani, A., Martini, N. N. P., & Qomariah, N. (2022). The Role of Price , Promotion And Quality Of Service in Improving Honda Motorcycle Customer Satisfaction and Loyalty. SSRG International Journal of Economics and Management Studies, 9(1), 14–23. https://doi.org/10.14445/23939125/IJEMS-V9I1P103
Nursaid, N., Purnomo, S. H., & Qomariah, N. (2020a). The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students. 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019, 436, 156–161. https://doi.org/10.2991/assehr.k.200529.033
Nursaid, Purnomo, S. H., & Qomariah, N. (2020b). The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students. 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019), 436, 156–161. https://doi.org/10.2991/assehr.k.200529.033
Nurzhavira, G. P., & Iriani, S. S. (2022). PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN INDIHOME Gusti. JIMAT, 13(2), 692–704.
Oktaviani, Q. G. (2017). PENGARUH HEDONIC VALUE DAN UTILITARIAN VALUE TERHADAP CUSTOMER SATISFACTION DAN BEHAVIOURAL INTENTIONS. Calyptra, 6(2), 892–909. https://journal.ubaya.ac.id/index.php/jimus/article/view/957/764
Panjaitan, D. F. (2017). PENGARUH EXPERIENTIAL MARKETING TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI VARIABEL KEPUASAN KONSUMEN (Studi Kasus: Fitness First Cabang Oakwood). Media Manajemen Jasa, 4(1), 44–60. http://journal.uta45jakarta.ac.id/index.php/MMJ/article/view/711/427
Peter, J. P., & Olson, J. C. (2008). Consumer Behavior and Marketing Strategy 8th Edition. McGraw-Hill.
Pramita, M. W., & Danibrata, A. (2021). Hedonic Value Dan Utilitarian Value Terhadap Customer Satisfaction Serta Dampaknya Terhadap Behavior Intentions Miranti Widya Pramita Aulia Danibrata. Jurnal Manajemen Tsm, 1(1), 1–8. http://jurnaltsm.id/index.php/ejmtsm
Prasmara, A. E., Rachma, N., & Primanto, A. B. (2019). Pengaruh Online Marketing Dan E-Service Quality Terhadap E-Loyalty Dengan E- Satisfaction Sebagai Variabel Intervening Pada Online Shop Khayrscraf. E – Jurnal Riset Manajemen, 29–44.
Purwati, A. A., & Hamzah, M. L. (2019). Total service quality management and it’s impact on customer satisfaction and loyalty of online transportation in Indonesia. International Journal of Scientific and Technology Research, 8(11), 1066–1070.
Pusparani, P., & Rastini, N. (2014). Pengaruh Kualitas Produk Dan Brand Image Terhadap Kepuasan Konsumen Dan Loyalitas Pelanggan Kamera Canon Digital Single Lens Reflex (Dslr) Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 3(5), 255333.
Putra P, I. B. P., & Kusumadewi, N. M. W. (2019). Pengaruh Inovasi Produk Terhadap Niat Pembelian Ulang Dimediasi Oleh Kepuasan Konsumen. E-Jurnal Manajemen Universitas Udayana, 8(8), 4983. https://doi.org/10.24843/ejmunud.2019.v08.i08.p10
Qin, H., & Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants. International Journal of Quality and Service Sciences, 1(1), 78–95. https://doi.org/10.1108/17566690910945886
Qomariah, N. (2012). Pengaruh Kualitas layanan dan Citra Institusi Terhadap Kepuasan dan Loyalitas Pelanggan. Jurnal Aplikasi Manajemen, 10(177–187).
Qomariah, N. (2016). Marketing Adactive Strategy. Cahaya Ilmu. https://www.researchgate.net/publication/326623130_MARKETING_ADACTIVE_STRATEGY
Qomariah, N. (2018a). Impact of Customer Value, Brand Image and Product Attributes to Satisfaction and Loyalty Tourism Visitors in Jember Regency. Mediterranean Journal of Social Sciences, 8(5–1), 129–135. https://doi.org/10.2478/mjss-2018-0105
Qomariah, N. (2018b). PENGUKURAN KEPUASAN DAN LOYALITAS PASIEN RUMAH SAKIT BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT. Seminar Nasional Dan The 3rd Call for Syariah Paper, 239–250.
Qomariah, N., Budiastuti, A., Sanosra, A., Susbiani, A., & Budisatoto, E. (2020). Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image. SSRG International Journal of Economics and Management Studies (SSRG-IJEMS), 7(9), 24–33. https://doi.org/10.14445/23939125/IJEMS-V7I9P103
Qomariah, N., Pangestu, M. K. M., Herlambang, T., & Putu, N. N. (2021). The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops. Journal of Economics, Finance and Management Studies, 4(10), 1948–1960. https://doi.org/10.47191/jefms/v4-i10-17
Quintania, M., & Sasmitha, S. (2020). Pengaruh Desain dan Inovasi Produk Terhadap Kepuasan Konsumen dan Dampaknya pada Loyalitas Konsumen (Studi Kasus pada Konsumen Lipstik Wardah Kosmetik Jabodetabek). Media Ekonomi, 20(1), 26. https://doi.org/10.30595/medek.v20i1.9491
Rahardjo, C. A., Harianto, & Suwarsinah, H. K. (2019). THE EFFECT OF MARKETING MIX ON CONSUMER SATISFACTION AND LOYALTY FOR INDONESIAN BRAND SALAD DRESSING “XYZ” Christian. Jurnal Aplikasi Manajemen Dan Bisnis, 5(2), 308–318.
Ratnasari, D., & Gumanti, T. A. (2019). Relationship marketing, service quality, satisfaction and customers loyalty of bank sharia mandiri banyuwangi. International Journal of Scientific and Technology Research, 8(6), 7–10. https://www.google.com/url?client=internal-element-cse&cx=015665522297807158791:e4ankvq01v0&q=http://www.ijstr.org/final-print/june2019/Relationship-Marketing-Service-Quality-Satisfaction-And-Customers-Loyalty-Of-Bank-Sharia-Mandiri-Banyuwangi.pdf&sa=U&ve
Rianti, O., & Oetomo, W. H. (2017). Pengaruh experiential marketing terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening. Jurnal Ilmu Dan Riset Manajemen, 6(8), 1–19.
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle - East Journal of Scientific Research, 19(5), 706–711. https://doi.org/10.5829/idosi.mejsr.2014.19.5.21018
Samal, R., & Pradhan, S. K. (2014). Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Public Sector Banks in Bhubaneswar. Siddhant- A Journal of Decision Making, 14(2), 97. https://doi.org/10.5958/2231-0657.2014.00512.6
Sanosra, A., Satoto, E. B., Ismanto, T., Qomariah, N., & Jember, U. M. (2022). Impact of Service Quality and Promotion on Satisfaction and Loyalty of Visitors to Red Island Tourism Destinations Banyuwangi. Quest Journals Journal of Research in Business and Management, 10(2), 78–86.
Saputra, F. I. (2013). Kualitas Layanan , Citra dan Pengaruhnya terhadap Loyalitas melalui Kepuasan Pelanggan ( Studi Pada PT Bank Bni 46 Sentra Kredit Kecil Surabaya ). Aplikasi Manajemen, 11(3), 445–457. https://doi.org/10.1016/j.eneco.2016.05.009
Sari, D. A., & Giantari, I. G. A. K. (2020). Role of Consumer Satisfaction in Mediating Effect of Product Quality on Repurchase Intention. International Research Journal of Management, IT & Social Sciences, 7(1), 217–226. https://doi.org/https://doi.org/10.21744/irjmis.v7n1.839
Semuel, H., & Chandra, K. (2020). Analisa Pengaruh Store Environment Terhadap Repurchase Intention Dengan Customer Experience Sebagai Variabel Mediasi Pada Restoran Gogogi Surabaya. Jurnal Strategi Pemasaran, 7(1), 12. https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/10333
Setiawan, P. Y. B., Fudholi, A., & Satibi. (2016). Influence of Marketing Mix Satisfaction and Loyalty Products Customers. Jurnal Manajemen Dan Pelayanan Farmasi, 6(2), 115–124. https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=42&cad=rja&uact=8&ved=0ahUKEwjb5aLXiqXbAhXVb30KHchZDIk4KBAWCC4wAQ&url=https%3A%2F%2Fjurnal.ugm.ac.id%2Fjmpf%2Farticle%2Fview%2F29390%2F17543&usg=AOvVaw2mUx8cO0M0VBz16AWxd8MA
Shanka, M. S. (2012). Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector. Journal of Business Administration and Management Sciences Research, 1(1), 1–9. http://www.apexjournal.org/JBAMSR
Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and loyalty in casinos, does membership matter? International Journal of Hospitality Management, 40, 81–91. https://doi.org/10.1016/j.ijhm.2014.03.013
Suarniki, N. N., & Lukiyanto, K. (2020). The role of satisfaction as moderation to the effect of relational marketing and customer value on customer loyalty. International Journal of Innovation, Creativity and Change, 13(4), 108–122. https://www.ijicc.net/images/vol_13/Iss_4/13417_Suarniki_2020_E_R.pdf
Subagja, I. K., & Susanto, P. H. (2019). Pengaruh Kualitas Pelayanan, Kepuasan Nasabah Dan Citra Perusahaan Terhadap Loyalitas Nasabah Pt. Bank Central Asia Tbk Kantor Cabang Pondok Gede Plaza. Jurnal Manajemen Bisnis Krisnadwipayana, 7(1), 69–84. https://doi.org/10.35137/jmbk.v7i1.249
Sucahoyo, C. P. D., Wijaya, A. J., & Widjaja, D. C. (2022). Pengaruh Store Atmosphere Terhadap Emosi Tamu Dan Minat Beli Ulang Di Michael Tj Gelato Surabaya. Jurnal Manajemen Perhotelan, 7(2), 55–62. https://doi.org/10.9744/jmp.7.2.55-62
Sujadi, T. P., & Wahyono, W. (2015). Pengaruh Inovasi dan Kualitas Produk terhadap Loyalitas Konsumen Teh Botol Sosro dengan Kepuasan sebagai Variabel Intervening. Management Analysis Journal, 4(4), 326–332.
Sukamto, R., & Lumintan, D. B. (2015). The Impact of Marketing Mix towards Customer Loyalty Mediated by Customer Satisfaction of Blackberry Indonesia. IBuss Management, 3(2), 316–324.
Sulaiman, Suriadi, Pratama, A., Veronika, & Agusthera, D. D. (2020). Analysis of the effect of store atmosphere and store image and store location on customer loyalty through purchase decision customer Matahari department store in Samarinda city. International Journal of Scientific and Technology Research, 9(3), 3508–3513. https://www.google.com/url?client=internal-element-cse&cx=015665522297807158791:e4ankvq01v0&q=http://www.ijstr.org/final-print/mar2020/Analysis-Of-The-Effect-Of-Store-Atmosphere-And-Store-Image-And-Store-Location-On-Customer-Loyalty-Through-Purchase-Decis
Surjaatmadja, S., Hubaib, A., & Muda, I. (2019). The effect of brand image, service quality and price towards the decision of the use of remittance (The remittance from the indonesian migrant workers in hongkong to Indonesia through the state-owned banks). International Journal of Scientific and Technology Research, 8(8), 214–221.
Sutrisno, Cahyono, D., & Qomariah, N. (2017). ANALISIS KUALITAS PELAYANAN , KEPERCAYAAN SERTA CITRA KOPERASI TERHADAP KEPUASAN DAN LOYALITAS ANGGOTA. Jurnal Sains Manajemen & Bisnis Indonesia, 7(2), 157–174. https://doi.org/10.32528/smbi.v7i2.1230
Tetanoe, R. V., & Dharmayanti, D. (2014). Pengaruh Experiential Marketing Terhadap Pembelian Ulang Dengan Kepuasan Pelanggan Sebagai Variable Intervening di Breadtalk Surabaya Town Square. Jurnal Manajemen Pemasaran Petra, 2(1), 1–12. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1382/1243
Tu, T. Y., Wang, C. M., & Chang, H.-C. (2012). Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan. Journal of Social and Development Sciences, 3(1), 24–32. https://doi.org/10.22610/jsds.v3i1.682
Upamannyu, N. K. (2014). Ffect of Brand Image on Customer Satisfaction & Loyalty Intention and the Role of Customer Satisfaction Between Brand Image and Loyalty Intention: a Study in Context of Cosmetic Product. Journal of Social Science Research, 3(2), 274–285. https://doi.org/10.24297/jssr.v3i2.3119
Verriana, R. I., & Anshori, M. Y. (2017). Pengaruh Kualitas Layanan ( Service Quality ) Terhadap Loyalitas Melalui Kepuasan. Accounting and Managemen Journal, 1(1), 63–79.
Woor, S., & Meliana, V. (2019). Pengaruh Inovasi Proses T-Cash Tap Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan Telkomsel. Jurnal Bisnis Dan Komunikasi, 6(1).
Wu, C. chan. (2011). The impact of hospital brand image on service quality, patient satisfaction and loyalty. African Journal of Business Management, 5(12), 4873–4882. https://doi.org/10.5897/AJBM10.1347
Yohanes Dicky Yoeniargo, & Sutama Wisnu Dyatmika. (2020). Pengaruh Produk, Testimoni Dan Store Atmosphere Terhadap Minat Beli Ulang Di Kafe Warunk Upnormal Gresik. Journal of Sustainability Bussiness Research (JSBR), 1(1), 12–18. https://doi.org/10.36456/jsbr.v1i1.2944
Yuliana, & Hidayat, R. (2018). Pengaruh Harga Dan Inovasi Produk Terhadap Loyalitas Pelanggan ( Studi Kasus Elzatta Pada Generasi Milenial Tahun 2018). E-Proceeding of Apllied Science, 4(3), 1092–1099.
DOI: https://doi.org/10.32528/jsmbi.v12i1.9332
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
View My Stats