Open AccessDeterminan Loyalitas Pelanggan Kedai Kopi Di Dharmasraya
Author(s) -
Gugi Prayogo,
Cokki Cokki
Publication year - 2021
Publication title -
jurnal manajerial dan kewirausahaan
Language(s) - English
Resource type - Journals
ISSN - 2657-0025
DOI - 10.24912/jmk.v3i4.13474
Subject(s) - loyalty business model , structural equation modeling , business administration , customer satisfaction , mathematics , business , psychology , service quality , service (business) , statistics , marketing
The purpose of this study was to examine the effect of the service landscape on customer loyalty, through place attachment and customer satisfaction. The population of this research is 119 coffee shop customers in Dharmasraya, West Sumatra. Convenience sampling method was used to distribute questionnaires online, then processed using Partial Least Square-Structural Equation Model (PLS-SEM). The result of this research is that customer loyalty is influenced by the service landscape directly and indirectly through place attachment. Tujuan dari penelitian ini adalah menguji pengaruh lanskap layanan terhadap loyalitas pelanggan, melalui keterikatan tempat dan kepuasan pelanggan. Populasi dari penelitian ini adalah 119 pelanggan kedai kopi yang ada di Dharmasraya, Sumatera Barat. Metode convenience sampling digunakan untuk menyebar kuesioner secara online, kemudian diolah dengan menggunakan Partial Least Square-Structural Equation Model (PLS-SEM). Hasil dari penelitian ini adalah loyalitas pelanggan dipengaruhi oleh lanskap layanan secara langsung dan tidak langsung melalui keterikatan tempat.