Analisis Pengaruh Kualitas Layanan, Servicescape, dan Nilai Pelanggan untuk Meningkatkan Kepuasan dan Loyalitas Konsumen pada Waiting List Coffee Medan

Abstract

This research aims to analyze the size of effects of service quality, servicescape, and customer values have on customer loyalty through customer satisfaction at the Waiting List Coffee Medan. In addition, this research also describes implementation of service quality, servicescape, and customer value variables in increasing customer satisfaction and loyalty at the Waiting List Coffee Medan. This research uses a quantitative method which is formed from the responses of respondents by distributing questionnaires to respondents. The population is all consumers of Waiting List Coffee with a sample of 175 respondents. This research employs SEM (Structural Equation Model) analysis and is processed through the Smart-PLS 4.0 program. The results show that service quality and customer value have a significant influence on consumer loyalty. Meanwhile, servicescape has no significant effect on consumerloyalty. Other results show that service quality, servicescape, and customer value have significant effects on customer satisfaction. Furthermore, customer satisfaction has a significant effect on consumer loyalty. Then consumer satisfaction is able to mediate correlation of service quality, servicescape, and customer value on consumer loyalty.