Analisis Pengaruh Service Quality, Product Quality, Brand Image, Store Atmosphere, dan Price terhadap Customer Loyalty Ritel Waralaba dengan Mediasi Customer Satisfaction
DOI:
https://doi.org/10.32493/JEE.v6i4.41137Keywords:
Service Quality, Product Quality, Brand Image, Store Atmosphere, Price, Customer Satisfaction, Customer LoyaltyAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh service quality, product quality, brand image, store atmosphere, dan price terhadap customer loyalty di ritel waralaba seperti Indomaret, Alfamart, Alfamidi, dan sejenisnya di Kota Batam, dengan customer satisfaction sebagai mediator, dengan menggunakan Smart PLS sebagai alat analisis. Pendekatan kuantitatif digunakan untuk meneliti hubungan antara variabel-variabel tersebut. Data dikumpulkan melalui kuesioner yang dirancang khusus dan disebarkan melalui Google Forms, dengan sampel sebanyak 280 responden yang dipilih melalui teknik purposive sampling. Analisis statistik dilakukan untuk menguji hipotesis yang dirumuskan. Hasil penelitian menunjukkan bahwa Product Quality, Brand Image, Store Atmosphere, dan Price memiliki pengaruh signifikan positif terhadap Customer Loyalty, baik secara langsung maupun melalui mediasi Customer Satisfaction, sementara Service Quality tidak menunjukkan pengaruh signifikan. Customer Satisfaction terbukti berperan penting sebagai mediator dan berpengaruh signifikan positif terhadap Customer Loyalty.
References
1. Afyani, N. P., Gunawan, F., & Soesetyo, S. (2023). Effect Of Service Quality, Store Atmosphere, And Brand Image On Customer Loyalty. Review Of Management And Entrepreneurship, 7(2), 213–234. Https://Doi.Org/10.37715/Rme.V7i2.3716
2. Agung, S. (2020). The Effect Of Service Quality, Service Marketing Mix And Costumer Value On Consumer Satisfaction And Its Impact On The Loyalty Of The Consumer Industry Of The Low-Cost Carrier Flight In Indonesia. In International Journal Of Innovative Science And Research Technology (Vol. 5, Issue 3). Www.Ijisrt.Com
3. Akmal, E., Panjaitan, H. P., & Ginting, Y. M. (2023a). Service Quality, Product Quality, Price, Promotion, And Location On Customer Satisfaction And Loyalty In Cv. Restu. Journal Of Applied Business And Technology, 4(1), 39–54. Https://Doi.Org/10.35145/Jabt.V4i1.118
4. Akmal, E., Panjaitan, H. P., & Ginting, Y. M. (2023b). Service Quality, Product Quality, Price, Promotion, And Location On Customer Satisfaction And Loyalty In Cv. Restu. Journal Of Applied Business And Technology, 4(1), 39–54. Https://Doi.Org/10.35145/Jabt.V4i1.118
5. Angelia, D. (2021). 10 Ritel Dengan Nilai Konsumen Tertinggi Di Indonesia 2021. Goodstats. Https://Goodstats.Id/Article/10-Ritel-Dengan-Nilai-Konsumen-Tertinggi-Di-Indonesia-2021-Itzkh
6. Arifin, S., & Samsul. (2024). Indonesia Emas 2045, Bonus Atau Beban Demografi? Katadata.Co.Id. Https://Katadata.Co.Id/Indepth/Opini/6654299c227a2/Indonesia-Emas-2045-Bonus-Atau-Beban-Demografi
7. Fitriasari, F. (2021). The Influence Of Product Quality And Brand Image On Customer Loyalty Through Customer Satisfaction On Preloved Products. Jurnal Manajemen Bisnis Dan Kewirausahaan, 01(04).
8. Furoida, F., & Maftukhah, I. (2018). Management Analysis Journal The Influence Of Service Quality And Store Atmosphere On Customer Loyalty Through Customer Satisfaction. Management Analysis Journal, 7(2). Http://Maj.Unnes.Ac.Id
9. Hair, J. F., Jeffrey Joe Risher, Sarstedt, M., & Ringle, C. M. (2019). When To Use And How To Report The Results Of Pls-Sem. Emerald Insight.
10. Harisandi, P. (2022). Ideas : Journal Of Management And Technology The Effects Of Price , Brand Image , And Product Quality On Customer Loyalty And Repurchase ( A Study Case On Customers Of Walls Products ). 2(1), 22–33.
11. Lina, R. (2022a). Improving Product Quality And Satisfaction As Fundamental Strategies In Strengthening Customer Loyalty. 2(1), 19–26.
12. Lina, R. (2022b). Improving Product Quality And Satisfaction As Fundamental Strategies In Strengthening Customer Loyalty. 2(1), 19–26.
13. Marso, & Idris, R. (2022). Impact Of Store Atmosphere On Customer Loyalty Through Perceived Quality And Satisfaction: An Evidence From Boutique Industry In Tarakan. Petra International Journal Of Business Studies, 5(2), 186–197. Https://Doi.Org/10.9744/Ijbs.5.2.186-197
14. Natawijaya, D. V., Ruspitasari, W. D., & Handoko, Y. (2023). The Influence Of Price, Product Quality And Promotion On Customer Loyalty Through Customer Satisfaction As A Connection Variable In Customer Hypermart Cyberpark Karawaci, Tangerang, Banten. Jurnal Apresiasi Ekonomi, 11(2), 300–311. Https://Doi.Org/10.31846/Jae.V11i2.617
15. Purwadi, P., Devitasari, B., & Caisar Darma, D. (2020). Store Atmosphere, Servqual And Consumer Loyalty. Seisense Journal Of Management, 3(4), 21–30. Https://Doi.Org/10.33215/ Sjom.V3i4.385
16. Purwanto, E., & Hapsari, F. R. (2021). The Effect Of Product Quality On Customer Loyalty With Customer Trust And Customer Satisfaction As Intervening Variables In Using Consumer Credit At Bank Bjb - Surabaya Branch Office. 2021, 6–12. Https://Doi.Org/10.11594/Nstp.2021.1302
17. Purwianti, L., & Enjelica, E. (2024). Analisis Faktor Yang Memengaruhi Customer Loyalty Dengan Mediasi Customer Satifaction Pada Perbankan. 5(1), 16–28.
18. Rafika, N. A., & Yulhendri. (2020). The Effect Of Store Atmosphere, Product Quality, Customer Satisfaction And Electronic Word Of Mouth On Customer Loyalty In Gubuk Coffee Padang. 124(2019), 788–802. Https://Doi.Org/10.2991/Aebmr.K.200305.146
19. Rivaldo, Y., Kamanda, S. V., & Yusman, E. (2022). The Influence Of Brand Image , Promotion And Trust On Customer Loyalty At Bank Bsi Nagoya Batam Branch. 6(36), 2385–2392.
20. Rosauli, N., Simanjuntak, B., & Page, I. (2023). The Influence Of Brand Image , Service Quality And Price On Consumer Satisfaction ( Study On Consumers Of Kopi Kenangan , Tebet ). 03(02), 491–507.
21. Sani, I., Karnawati, T. A., & Ruspitasari, W. D. (2024). The Impact Of Service Quality On Custumer Loyalty Through Customer Satisfaction Of Pt Multicom Persada International Jakarta. 5(3), 475–485.
22. Supriyanto, A., Listen, G., Buddhi Dharma Jl Imam Bonjol No, U., & Ilir, K. (2021). The Relation Of Price, Product Quality And Brand Image To Customer Loyalty In Manufacturing Companies. 3(3).
23. Sutanto, F., & Keni. (2020). Pengaruh Service Quality, Service Convenience, Dan Perceived Price And Fairness Terhadap Loyalitas Nasabah Bank Dengan Kepuasan Nasabah Sebagai Variabel Mediasi Fincent. Jurnal Manajemen Bisnis Dan Kewirausahaan Untar, 129–134.
24. Tjahjadi, D., & Limakrisna, N. (2022). Model Of Customer Satisfaction For Improving Customer Loyalty. Dinasti International Journal Of Management Science, 3(4), 657–667.
25. Wijaya, H. S., & Hosen, C. (2024). Fairness Terhadap Customer Satisfaction Dan The Influence Of Service Quality , Store Atmosphere ,. XVII(1), 41–54. Https://Doi.Org/10.30813/ Jbam.V17i1.5206
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Salsabilah Sirait, Lily Purwianti
This work is licensed under a Creative Commons Attribution 4.0 International License.
Penulis yang menerbitkan jurnal ini menyetujui persyaratan berikut:
Penulis memiliki hak cipta artikel dan menyerahkan kepada jurnal hak publikasi pertama dengan karya yang secara simultan dilisensikan di bawah di bawah persyaratan Atribusi 4.0 Internasional (CC BY 4.0)
yang memungkinkan orang lain untuk berbagi karya dengan pengakuan kepengarangan karya dan publikasi awal dalam jurnal ini.Penulis dapat masuk ke dalam pengaturan kontrak tambahan yang terpisah untuk distribusi non-eksklusif versi jurnal yang diterbitkan dari karya tersebut (misalnya, mempostingnya ke repositori institusional atau menerbitkannya dalam sebuah buku), dengan pengakuan atas karya awalnya publikasi dalam jurnal ini.
Penulis diizinkan dan didorong untuk memposting pekerjaan mereka secara online (misalnya, dalam repositori institusional atau di situs web mereka) sebelum dan selama proses pengajuan, karena dapat menyebabkan pertukaran yang produktif, serta kutipan yang lebih awal dan lebih besar dari karya yang diterbitkan (Lihat The Effect of Open Access).
