Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Loyalitas Melalui Kepuasan Konsumen Pada Café Hangout Di Sampit

Authors

  • Yesi Triyuliarlita Amelia Sekolah Tinggi Ilmu Ekonomi Sampit
  • Koko Safitri Sekolah Tinggi Ilmu Ekonomi Sampit

DOI:

https://doi.org/10.32670/coopetition.v12i1.296

Keywords:

Quality of service, facilities

Abstract

The purpose of this study was to determine the effect of service quality and facilities influence on loyalty in the cafe. Hangout Sampit consumer satisfaction as an intervention variable. By taking the sample using nonprobability sampling technique where sampling does not provide equal opportunities or opportunities for each element or member of the population to be selected as samples. The results of the Hypothesis Test in this study for the variable service quality (X1) to the Loyalty variable (Y) with the coefficient path is positive 0.91 with a P value <0.001 less than 0.05 and R-Square is 0.84 which means Quality service has a positive effect on loyalty with a large influence of 84%. Hypothesis test results for the Facility variable (X2) on Loyalty (Y) with a positive Path Coefficients value of 0.90 with a p value <0.001 less than 0.05 and R-Square of 0.82 means that facilities have a positive effect on loyalty. with a large influence of 82%. Hypothesis test results for the variable Product Quality (X1) on Customer Satisfaction (Z) with the value of Path Coefficients having a positive value of 0.94 with a p value <0.001 less than 0.05 and R-Square having a value of 0.89 which means that service quality has an effect positive on consumer satisfaction with a large effect of 89%. %. Hypothesis test results for the Facility variable (X2) on customer satisfaction (Z) with a positive path coefficients value of 0.94 with a p value <0.001 less than 0.05 and R-Square value of 0.89, it means that facilities have a positive effect on Consumer satisfaction with the influence of 89%. Hypothesis test results for the variable Customer Satisfaction (Z) on Loyalty (Y) with the value of Path Coefficients having a positive value of 0.95 with a p value <0.001 less than 0.05 and R-Square having a value of 0.91 which means that customer satisfaction has a positive effect to Loyalty with a big influence of 91%.

Downloads

Download data is not yet available.

References

Ali Hasan. 2014. Marketing dan Kasus-Kasus Pilihan. CAPS. Yogyakarta

Cohen,J. 1992. “A Power Primer”. Psychological Bulletin, 112: 155-159

Fandy, Tjiptono dan Greforius, Chandra. 2016. Pemasaran Jasa (Prinsip, Penerapan, dan Penelitian). CV. Andi Offset. Yogyakarta

Ghozali, Imam. 2009. Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: BP UNDIP.

Ghozali. 2013. Aplikasi Analisis Multivariate dengan Program SPSS Cetakan VI. Badan Penerbit Universitas Diponegoro. Semarang.

Ghozali, Imam. 2014. Structural Equation Modelling, Edisi II, Universitas Diponegoro, Semarang

Gomes, Faustino Cardoso. 2010, Manajemen Sumber Daya Manusia, Jakarta : Indeks.

Handoko, T. Hani. 2008. Manajemen Personalia dan Sumber Daya Manusia. BPFE. YogyakartaHariandja, Effendi. 2005. Manajemen Sumber Daya Manusia. Bandung: Universitas Parayangan.

Hariandja, Effendi. 2002. Manajemen Sumber Daya Manusia. Bandung: Universitas Parayangan.

Husein Umar. 2005. Riset Pemasaran dan Perilaku Konsumen. Jakarta : PT Gramedia Pustaka Utama.

Jillian C. Sweeney dan Geoffrey N. Soutar. 2001. “Consumer perceived value: The development of a multiple item scale. Journal of Retailing 77 203-220.

Hair et. Al. 2013. A primer on Partial Least Squares Structural EquationModeling (PLS-SEM

Indra Lutfi Sofyan, Ari Pradhanawati & Hari Susanta Nugraha. 2013. Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Loyalitas, Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Star Clean Car Wash Semarang. Volume 2, Nomor 2. Diponegoro

Kotler, Keller. 2016. Marketing Management. 15e, Boston, Pearson Education

Kotler, Philip. 2012. Manajemen Pemasaran di Indonesia: Analisis, Perencanaan, Implementasi dan Pengendalian. Salemba Empat. Jakarta

Mahfud Sholihin, dan Dwi Ratmono, 2013. Analisis SEM-PLS Dengan WarpPLS 3.0 Untuk Hubungan Nonlinier Dalam Penelitian Sosial Dan Bisnis. CV. Andi Offset. Yogyakarta

Sholihin, Mahfud, Ph.D dan Ratmono Dwi, Dr (2013) “ Analisis SEM-PLS dengan Wrap PLS 3.0 untuk Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis”. CV.Andi Offset. Yogyakarta

Sugiyono. 2012. Metode Penelitian Kuantitatif Kualitatif dan R&D. Alfabeta. Bandung

Tjiptono, Fandy. 2000. Manajemen Jasa. Yogyakarta: Andi Yogyakarta.

Downloads

Published

2021-03-01

How to Cite

Yesi Triyuliarlita Amelia, & Koko Safitri. (2021). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Loyalitas Melalui Kepuasan Konsumen Pada Café Hangout Di Sampit. Coopetition : Jurnal Ilmiah Manajemen, 12(1), 95–106. https://doi.org/10.32670/coopetition.v12i1.296