THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY (CASE STUDY AT CAFE UNCLE SAM LUBUK PAKAM)
Main Article Content
Septiana Handayani Sagala
Sukaria Sinulingga
Sugiharto
This research aims to test and analyze the influence of service quality on customer loyalty at Uncle Sam's Cafe. The entire population of Uncle Sam's cafe consumers. Determining the number of samples to use the formula is 5 times the number of indicator variables, totaling 24 indicators used, totaling 120 samples. The analysis technique used is multiple linear regression analysis. The research results prove that the influence of service quality using five indicators as research gaps is a factor causing customer loyalty, which has an impact on increasing the number of visitors to Uncle Sam's cafe. This is known from the respondents' answers where the respondents' perceptions regarding Tangibles, Reliability, Responsiveness partially have a positive and significant effect on Customer Loyalty at Uncle Sam's Cafe. Meanwhile, Assurance and Emphaty show that they partially have no significant effect on customer loyalty at Uncle Sam's Cafe. Simultaneous testing shows that Service Quality simultaneously influences Customer Loyalty at Uncle Sam's Cafe.
Well done, I and Ulfan. (2022). The Influence of Retail Service Quality Dimensions on Consumer Satisfaction and Consumer Loyalty (Case Study of Mirota Campus Consumers in Yogyakarta). Bisman. 5(1), 1-18
Damayanti, S and Djawoto, D. (2018). The Influence of Service Quality, Company Image, and Trust on Customer Loyalty. Journal of Management Science and Research. 7(11).
Ferdinand, A. (2013). Management Research Methods, Semarang: Diponegoro University Publishing Agency.
Ghozali, I. (2016). Multivariate Analysis Application with the IBM SPSS 23 Program.
Semarang: Diponegoro University Publishing Agency
Gitoudarmo, I. (2019). Marketing Management First Edition. Yogyakarta: BPFE
Hadian, A and Rahmat, M. (2019). The Influence of Retail Service Quality on Consumer Satisfaction at Supermarket Mart 212 in Medan City. Ecobisma Journal. 6(2)
Hasan, A. (2012). Marketing. Jakarta: PT Buku Kita
Hidayat, WN, & Trifiyanto, K. (2020). The Influence of Service Quality and Marketing Mix on Customer Satisfaction and the Impact on Repurchase Intention on Banana Bread. Scientific Journal of Management, Business and Accounting Students (JIMMBA), 2(6), 1016-1037.
Indrasari, LD (2017). Analysis of the Effect of Retail Marketing Mix on Consumer Loyalty in Modern Markets (Case Study at Indomaret Bandar Kediri). J. UNIQUE TEAK Urnal, 1(1), 47-5.
Japarianto, E. (2019). The Influence of Retail Service Quality on Intention to Revisit Malls in Surabaya Through Perceived Quality and Customer Satisfaction as Intervening Variables. Journal of Marketing Management
Kotler, P & Armstrong, G. (2018). Marketing Management. Edition 1. Translation: Bob Sabran, MM. Jakarta : Erlangga
Maholtra, N K. (2015). Basic Marketing Research. Harlow: Pearson Education Limited
Marpaung, M and Saputri, M. (2020). The Influence of Price on Consumer Satisfaction at the Massa Kok Tong Lim Ming Tebing Tinggi Coffee Cafe. 3(1)
Martoyo, A., & Mahardika, F. (2020). The influence of promotion and distribution on consumer satisfaction at PT Tiga Serangkai Internasional Bandung Branch. Journal of Competitive Marketing, 3(2), 1-11
Nainggolan, N, P. (2018). The Influence of Satisfaction, Trust and Convenience on Consumer Loyalty of PT. Great Seasons Tours And Travel in Batam City. Putera Batam University Management Scientific Journal, vol. 6, no. 1
Najib, M and Sosianika, A. (2019). Retail Service Quality, Satisfaction, and Trust: The Key to Shopper Loyalty in the Context of The Indonesian Traditional Market. Academy of Marketing Studies Journal. 21(2), 1-12
Nurbiyanto, B., Sustiyatik, E., & Laely, N. (2021). The Influence of the Retail Marketing Mix on Purchasing Decisions and Its Relationship with Consumer Loyalty in Supermarkets xx. RISK: Journal of Business and Economic Research, 2(1), 54-86
Putera, A and Wahyono. (2018). The Influence of Service Quality, Brand Image, and Product Quality on Consumer Loyalty Through Consumer Satisfaction. Management Analysis Journal. 7(1)
Rahmatullah, I and Elizabeth, E. (2018). The Influence of Product Quality, Service Quality, Promotion, and Location on Consumer Satisfaction. Financial Marketing Operational Human Resources. 2(1)
Rismayadi, B., Fadli, UMD, & Anggela, FP (2020). The Influence of Service Quality and Mall Facilities on Visitor Satisfaction at Mall Shopping Centers in Karawang. Buana Ilmu, 4(2), 204-233
Slack, N.J. & Singh, G. (2020). The Effect of Service Quality on Customer Satisfaction and Loyalty and The Mediating Role of Consumer Satisfaction: Supermarkets in Fiji. The TQM Journal. 2(1)
Sugiyono. (2017). Quantitative, Qualitative, and R&D Research Methods. Bandung: Alphabeta.
Suhardi, Y., Burda, M., Darmawan, A., and Klarisah, A. (2022). The Influence of Price, Service Quality and Facilities on Consumer Satisfaction (Case Study at Binasehat Bekasi Sports School). STEI Journal of Economics (JEMI). 31(2), 31-41
Private, B. (2018). Sales Management. Yogyakarta: BPFE
Tjiptono, F. (2019). Marketing Strategy and Implementation Principles. Andi Offset, Yogyakarta.
Tjiptono, F. (2020). Brand Management & Strategy. Yogyakarta: ANDI
Ristati, Alisa Adelena, Marzuki, & Muttaqien. (2024). THE EFFECT OF FINANCIAL ATTITUDE, FINANCIAL KNOWLEDGE, AND LOCUS OF CONTROL ON FINANCIAL MANAGEMENT BEHAVIOR (Study On Students of Management Department, Faculty of Economics and Business, Malikussaleh University). MORFAI JOURNAL, 4(1), 131–138.https://doi.org/10.54443/morfai.v4i1.1527
Lily Andari Mukhtar, Chairil Akhyar, Muttaqien, & Nurlela. (2024). Financial Performance Analysis Of Fund Allocation Management Villages Based On Degree Of Decentralization Ratio, Independence Ratio, Effectiveness Ratio And Growth Ratio In Adang Buom Village Alor Regency, East Nusa Tenggara Province. Journal of Accounting Research, Utility Finance and Digital Assets, 2(4), 1052–1058.https://doi.org/10.54443/jaruda.v2i4.153
