Analysis of the Influence of Service Quality and Customer Satisfaction on Customer Loyalty at Kopi Janji Jiwa, Jilid 738, Gunungsitoli City
Keywords:
Service Quality, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to analyze the influence of service quality and customer satisfaction on customer loyalty at Kopi Janji Jiwa Jilid 738 in Gunungsitoli City. This study employs a quantitative approach. The study population consists of customers of Kopi Janji Jiwa Jilid 738 in Gunungsitoli City during the period from October 2024 to November 2024, estimated to number 150 people. The research sample consisted of 30 respondents. Data collection was conducted using a questionnaire with a Likert scale. The data were analyzed using validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, correlation coefficient tests, F-tests, and t-tests with the assistance of SPSS version 26. The results showed that all statement items were valid and reliable. An R value of 0.918 indicates a very strong relationship between service quality and customer satisfaction, collectively influencing customer loyalty. An R-squared value of 0.843 indicates that 84.3% of the variation in customer loyalty can be explained by service quality and customer satisfaction, while the remaining 15.7% is influenced by other variables outside the scope of this study. The results of the F-test show that service quality and customer satisfaction simultaneously have a significant effect on customer loyalty. Partially, service quality has a positive and significant effect on customer loyalty with a calculated t-value of 4.852 and a significance level of 0.000. Meanwhile, customer satisfaction does not have a significant partial effect on customer loyalty, with a t-value of 0.535 and a significance level of 0.597. Thus, service quality is the most dominant variable influencing customer loyalty at Kopi Janji Jiwa Jilid 738 in Gunungsitoli.
Downloads
References
Abdichianto, V. V, & Ruslim, T. S. (2024). Fostering loyalty: Investigating the coffee shop with satisfaction as an intervening variable. International Journal of Application on Economics and Business, 2(3), 1–14. https://doi.org/10.24912/ijaeb.v2i3.1-14
Dzikra, F. M. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Bengkel Mobil UD. Sari Motor Di Pekanbaru. Jurnal Eko Dan Bisnis: Riau Economic and Business Review, 11(3), 262–267.
Indrasari, M. (2019). Pemasaran Dan Kepuasan Pelanggan (1st ed., Vol. 1). Unitomo Press.
Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran (12th ed., Vol. 2). PT Indeks.
Lee, S., Lee, J., Kim, J., Park, S., & Kim, H. (2021). A Study on the Impact of Coffee Service Quality on Customer Loyalty. Journal of Advanced Researches and Reports, 1(1), 25–32. https://doi.org/10.21742/JARR.2021.1.1.04
Pio, J., & Al., E. (2022). Pengaruh Lokasi, Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Konsumen Kedai Kopi Janji Jiwa Jilid 667 Tomohon. Jurnal Ilmiah MEA, 6(3), 19–30.
Purwanto, A., Qomariah, N., Nursaid, & Thamrin, M. (2024). The Influence of Service Quality, Trust and Product Quality on Customer Loyalty of the Coffee Shop Kopi Roso Jember. BIRCI-Journal, 7(2), 335–345.
Saputra, R. H., Mariam, S., & Ramli, A. H. (2024). The Effect of Service Quality and Customer Satisfaction on Customer Loyalty in Coffee Shop. Jurnal Ilmiah Manajemen Kesatuan, 12(5), 1697–1714. https://doi.org/10.37641/jimkes.v12i5.2824
Siahaan, E. (2023). Statistika Penelitian (1st ed., Vol. 1). USU Press.
Soesana Abigail, Subakti, H., Karwanto, Fitri, A., Kuswandi, S., Sastri, L., Falani, I., Aswan, N., Hasibuan, F. A., & Lestari, H. (2023). Metodologi Penelitian Kuantitatif (1st ed., Vol. 1). Yayasan Kita Menulis.
Sugiyono. (2022). Metode Penelitian Kualitatif. Alfabeta.
Sulistiowati, Supriyanto, A., Erstiawan, M. S., Soebijono, T., & Angesti, D. (2025). Service Quality and Customer Loyalty: The Mediating Role of Customer Satisfaction in Cafe’s. GREENOMIKA, 7(1), 29–42. https://doi.org/10.55732/unu.gnk.2025.07.1.4
Tjiptono, F., & Chandra, G. (2016). Pemasaran Jasa (Prinsip, Penerapan, dan Penelitian). ANDI.
Tjiptono, F., & Diana, A. (2019). Kepuasan Pelanggan – Konsep, Pengukuran, dan Strategi. ANDI.
Wijaya, & Sujana. (2020). Pengaruh Kualitas Layanan Dan Persepsi Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Word Of Mouth. Jurnal Pariwisata Kesatuan, 1(1).
Yuanitasari, A. R., Jualiati, R., & Praharjo, A. (2022). The Influence of Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Janji Jiwa Coffee Shop Malang. Jurnal Manajemen Bisnis Dan Kewirausahaan, 2(4). https://doi.org/10.22219/jamanika.v2i04.23699
Yum, K., & Yoo, B. (2023). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability, 15(14), 11214. https://doi.org/10.3390/su151411214
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 JURNAL ECONOMINA
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
