KONSEKUENSI FACILITY SERVICE QUALITY DAN INTERACTIVE SERVICE PADA PENGUNJUNG COFFEE SHOP
Keywords:
Facility Service Quality; Interactive Service Quality; Satisfaction; Attitude; Loyalty
Abstract
Tingginya tingkat konsumsi kopi di Indonesia diikuti juga oleh coffee shop yang mulai menjamur atau bermunculan. Karena persaingan yang ketat dalam industri coffee shop, manajer perlu untuk menjaga loyalitas dari konsumen sehingga konsumen tidak beralih ke merek coffee shop lainnya. Oleh karena itu, penelitian ini bertujuan untuk menganalisis peran facility service quality, interactive service quality, satisfaction, dan attitude dalam menciptakan loyalty dari pengunjung coffee shop di Indonesia. Metode penelitian yang digunakan adalah hypotesis testing dengan menggunakan alat analisis SEM. Jumlah sampel yang digunakan sebanyak 219 responden yang dalam 3 bulan terakhir minimal pernah 3 kali mengunjungi coffee shop tertentu. Hasil penelitian ini menunjukkan jika terdapat pengaruh positif interactive service quality terhadap satisfaction. Namun, tidak terdapat pengaruh facility service quality terhadap satisfaction. Dalam mencapai loyalty dari pengunjung, satisfaction tidak dapat dimediasi oleh attitude melainkan harus di pengaruhi secara langsung oleh satisfaction. Sehingga, Penelitian ini memiliki keterbatasan yaitu hanya terdiri dari 5 variabel, yaitu facility service quality, interactive service quality, satisfaction dan attitude yang mempengaruhi loyalty. Sehingga, Peneliti berikutnya sebaiknya menambahkan variabel lain yang dapat mempengaruhi loyalty, seperti variabel delight.
References
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Mili, S., & Soto, C. F. (2023). Precursors and outcomes of satisfaction of fair trade coffee consumers. European Journal of Management and Business Economics. https://doi.org/10.1108/EJMBE-03-2022- 0079
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Nurcahyo, R., Fitriyani, A., & Hudda, I. N. (2017). The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta. Binus Business Review, 8(1), 23. https://doi.org/10.21512/bbr.v8i1.1790
Omar S. Itani, & Inyang, A. E. (2015). The effects of empathy and listening of salespeople on relationship quality in the retail banking industry The moderating role of felt stress. The Eletronic Library, 34(1), 1–5.
Prashella, D. A., Kurniawati, Fachri, H., Diandra, P. K., & Aj, T. (2021). Corporate social responsibility terhadap customer loyalty yang dimediasi oleh electronic service quality, trust dan customer satisfaction pada industri perbankan indonesia. 10(2), 191–211.
Rahayu, F. (2017). Peran Customer Involvement Dan Corporate Image Dalam Hubungan E- Wom Dengan Purchase Intention. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 10(1), 51. https://doi.org/10.20473/jmtt.v10i1.5137
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Sekaran, U., & Bougie, R. (2016). Research Methods for Business.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name- brand coffee shops. International Journal of Hospitality Management, 79(December 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Susanty, A., & Kenny, E. (2015). The Relationship between Brand Equity, Customer Satisfaction, and Brand Loyalty on Coffee Shop: Study of Excelso and Starbucks. Asean Marketing Journal, VII(1), 14–27.
Sutrisno, A. (2018). Measuring Interactive Service Quality : Some Opportunities for Further Study. 4, 90–94.
Wantara, P., & Tambrin, M. (2019). ITHJ International Tourism and Hospitality Journal The Effect of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. In International Tourism and Hospitality Journal. https://rpajournals.com/ithj:https://rpajourna ls.com/ithj
Wolff, H. N. (2023). Number of coffee shop outlets in Indonesia between August 2019 to April 2020, by brand. https://www.statista.com/statistics/1034500/indonesia-coffee-shop-outlets-number-by- brand/
Zia, A. (2022). Discovering the linear relationship of service quality, satisfaction, attitude and loyalty for banks in Albaha, Saudi Arabia. PSU Research Review, 6(2), 90–104. https://doi.org/10.1108/PRR-07-2020-0023.
Cahya, K. D. (2018). Minum kopi, representasi gaya hidup “hangout.”
Casper Ferm, L. E., & Thaichon, P. (2021). Customer pre-participatory social media drivers and their influence on attitudinal loyalty within the retail banking industry: A multi-group analysis utilizing social exchange theory. Journal of Retailing and Consumer Services, 61(October 2020), 102584. https://doi.org/10.1016/j.jretconser.2021.10 2584
Chrisjatmiko, K., & Margareth, D. (2018). the Impacts of Philanthropy Responsibility and Ethical Responsibility Toward Customer Purchase Behavior and Customer Loyalty. Jurnal Manajemen Dan Pemasaran Jasa, 10(1), 95–116. https://doi.org/10.25105/jmpj.v10i1.2272
Elseidi, R. I., & Baz, D. El. (2016). Electronic word of mouth effects on consumers’ brand attitudes, brand image. International Conference on Restructuring of the Global Economy (ROGE), University of Oxford, UK, 7(5), 268–276.
Ghorbanzadeh, D. (2021). From satisfaction to loyalty: the role of emotional structures in the process of transition from satisfaction to loyalty. Asia-Pacific Journal of Business Administration, 13(3), 335–356. https://doi.org/10.1108/APJBA-07-2020- 0225
Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2018). Multivariate Data Analysis, Multivariate Data Analysis. In Multivariate Data Analysis.
Haktanir, M., & Gullu, E. (2023). Place attachment in coffee shops: a customer perspective study in North Cyprus. Journal of Hospitality and Tourism Insights. https://doi.org/10.1108/JHTI-05-2022-0185
Indraini, A. (2022). Kasus COVID-19 Melandai, Pengusaha Resto & Kafe Mulai Bangkit. https://finance.detik.com/berita-ekonomi-bisnis/d-6008941/kasus-covid-19-melandai-pengusaha-resto--kafe-mulai- bangkit
Izogo, E. E., & Ogba, I. (2013). Service quality , customer satisfaction and loyalty in automobile repair services sector. 2012. https://doi.org/10.1108/IJQRM-05-2013- 0075
Jamal, A., & Naser, K. (2003). Factors influencing customer satisfaction in the retail banking sector in Pakistan. International Journal of Commerce and Management, 13(2), 29–53. https://doi.org/10.1108/eb047465
Kim, J. J., Lee, J. S., & Han, H. (2023). Tangible and intangible hotel in-room amenities in shaping customer experience and the consequences in the with-corona era. International Journal of Contemporary Hospitality Management, 35(2), 657–681. https://doi.org/10.1108/IJCHM-01-2022- 0014
Kim, S. H., & Lee, S. (Ally). (2017). Promoting customers’ involvement with service brands: evidence from coffee shop customers. Journal of Services Marketing, 31(7), 733–744. https://doi.org/10.1108/JSM-03-2016-0133
Lazarus, R. S., & Smith, C. A. (1990). Emotion and Adaptation. Contemporary Sociology, 21(4), 522. https://doi.org/10.2307/2075902
Lee, W. S., Moon, J., & Song, M. (2018). Attributes of the coffee shop business related to customer satisfaction. Journal of Foodservice Business Research, 21(6), 628–641. https://doi.org/10.1080/15378020.2018.152 4227
Litya, N. (2018). The rise of Indonesia’s modern concept of coffee shops. https://thelowdown.momentum.asia/indone sias-rise-of-modern-new-concept-of-coffee- shops/
López, M. E. R., Alcántara-Pilar, J. M., & Del Barrio-García, S. (2023). Satisfaction or delight? A cross-cultural study of loyalty formation linked to two restaurant types. Journal of Hospitality and Tourism Insights. https://doi.org/10.1108/JHTI-04-2022-0157
Marcos, A. M. B. de F., & Coelho, A. F. de M. (2022). Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services. TQM Journal, 34(5), 957–978. https://doi.org/10.1108/TQM-10-2020-0236
Mili, S., & Soto, C. F. (2023). Precursors and outcomes of satisfaction of fair trade coffee consumers. European Journal of Management and Business Economics. https://doi.org/10.1108/EJMBE-03-2022- 0079
Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207– 1222. https://doi.org/10.1108/BFJ-08-2017- 0449
Nurcahyo, R., Fitriyani, A., & Hudda, I. N. (2017). The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta. Binus Business Review, 8(1), 23. https://doi.org/10.21512/bbr.v8i1.1790
Omar S. Itani, & Inyang, A. E. (2015). The effects of empathy and listening of salespeople on relationship quality in the retail banking industry The moderating role of felt stress. The Eletronic Library, 34(1), 1–5.
Prashella, D. A., Kurniawati, Fachri, H., Diandra, P. K., & Aj, T. (2021). Corporate social responsibility terhadap customer loyalty yang dimediasi oleh electronic service quality, trust dan customer satisfaction pada industri perbankan indonesia. 10(2), 191–211.
Rahayu, F. (2017). Peran Customer Involvement Dan Corporate Image Dalam Hubungan E- Wom Dengan Purchase Intention. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 10(1), 51. https://doi.org/10.20473/jmtt.v10i1.5137
Rossa, V. (2022). Konsumsi kopi orang Indonesia terbesar kelima di dunia, bisnis coffee shop layak dipertimbangkan di tahun 2023. https://www.suara.com/bisnis/2022/11/14/1 02448/konsumsi-kopi-orang-indonesia- terbesar-kelima-di-dunia-bisnis-coffee- shop-layak-dipertimbangkan-di-tahun-2023
Sekaran, U., & Bougie, R. (2016). Research Methods for Business.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name- brand coffee shops. International Journal of Hospitality Management, 79(December 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Susanty, A., & Kenny, E. (2015). The Relationship between Brand Equity, Customer Satisfaction, and Brand Loyalty on Coffee Shop: Study of Excelso and Starbucks. Asean Marketing Journal, VII(1), 14–27.
Sutrisno, A. (2018). Measuring Interactive Service Quality : Some Opportunities for Further Study. 4, 90–94.
Wantara, P., & Tambrin, M. (2019). ITHJ International Tourism and Hospitality Journal The Effect of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. In International Tourism and Hospitality Journal. https://rpajournals.com/ithj:https://rpajourna ls.com/ithj
Wolff, H. N. (2023). Number of coffee shop outlets in Indonesia between August 2019 to April 2020, by brand. https://www.statista.com/statistics/1034500/indonesia-coffee-shop-outlets-number-by- brand/
Zia, A. (2022). Discovering the linear relationship of service quality, satisfaction, attitude and loyalty for banks in Albaha, Saudi Arabia. PSU Research Review, 6(2), 90–104. https://doi.org/10.1108/PRR-07-2020-0023.
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2024-09-01
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