The Influence of Perceived Service Quality, Price Fairness, Consumer Satisfaction on Consumer Loyalty Towards Starbucks’s Consumers

Authors

  • Nathalia Nathalia Bunda Mulia University, Tangerang, Indonesia
  • Lanang Diayudha Bunda Mulia University, Tangerang, Indonesia

DOI:

https://doi.org/10.31933/dijdbm.v5i2.2128

Keywords:

Perceived Service Quality, Price Fairness, Consumer Satisfaction, Consumer Loyalty

Abstract

This study aims to determine the influence of perceived service quality, price fairness, and consumer satisfaction on consumer loyalty towards Starbucks’s consumers. This study uses primary data and the data used in this study were obtained. The data in this study were processed using the Structural Equation Model – Partial Least Square (SEM-PLS) version 4. This study used a sample of 105 respondents Starbucks’s consumers who were from Jakarta and bought at least one product from Starbucks once a month. The results of SEM-PLS analysis with the t-test and P value in this study show that Perceived Service Quality and Price Fairness have a positive and significant effect on Consumer Satisfaction, Perceived Service Quality and Price Fairness have a positive and significant effect on Consumer Loyalty through Consumer Satisfaction as a mediator, Price Fairness and Consumer Satisfaction have a positive and significant effect on Consumer Loyalty. Meanwhile Perceived Service Quality has no significant effect on Consumer Loyalty.

References

Abdullah, D., Hamir, N., Nor, N. M., Jayaraman, K., & Rostum, A. M. M. (2018). Food quality, service quality, price fairness and restaurant re-patronage intention: The mediating role of customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211–226. https://doi.org/10.6007/IJARBSS/v8-i17/5226

Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. TQM Journal, 35(2), 519–539. https://doi.org/10.1108/TQM-06-2021-0158

Arya Pering, I. M. A. (2020). Kajian Analisis Jalur Dengan Structural Equation Modeling (Sem) Smart-Pls 3.0. Jurnal Ilmiah Satyagraha, 3(2), 28–48. https://doi.org/10.47532/jis.v3i2.177

Aulia, R., Syamsudin, A., & Sintani, L. (2023). Kualitas Layanan dan Promosi Terhadap Loyalitas Melalui Kepuasan (Studi Pelanggan Cafe One More Palangka Raya). Edunomics Journal, 4(2), 177–189.

Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763

Fatihudin, D., & Firmansyah, A. (2019). PEMASARAN JASA Strategi, Mengukur Kepuasan, dan Loyalitas Pelanggan. DEEPUBLISH. https://repository.um-surabaya.ac.id/3361/12/%2814%29Buku_Pemasaran_Jasa%28fulltexs%29.pdf

Hardiana, C. D., & Kayadoe, F. R. (2022). Pengaruh Promosi Penjualan Dan Kualitas Layanan Terhadap Minat Beli Ulang Melalui Kepuasan Pelanggan Pada Starbucks Coffee Grand Wisata Bekasi. Jurnal Ekonomi Dan Bisnis, 2(2), 71–88. https://doi.org/10.56145/ekonomibisnis.v2i2.44

Hendra Perdana, T. A. (2020). Penerapan Structural Equation Modeling Partial Least Square Pada Kepuasan Masyarakat Terhadap Pelayanan Publik Kepolisian Kalimantan Barat. Bimaster?: Buletin Ilmiah Matematika, Statistika Dan Terapannya, 9(4), 475–482. https://doi.org/10.26418/bbimst.v9i4.41825

Ibrahim, M., & Thawil, S. M. (2019). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://doi.org/10.36226/jrmb.v4i1.251

Indrasari, M. (2019). Pemasaran & Kepuasan Pelanggan. Unitomo Press. http://repository.unitomo.ac.id/2773/1/PEMASARAN DAN KEPUASAN PELANGGAN.pdf

Kristiana, M., & Mandala, K. (2019). PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN KEWAJARAN HARGA TERHADAP LOYALITAS PELANGGAN. 8(2), 7576–7605.

Kristianto, A. D., & Wahyudi, T. A. (2019). Pengaruh citra merek, persepsi kualitas produk dan persepsi harga pada kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 2(2), 117–126. https://doi.org/10.36407/jmsab.v2i2.74

Kurniasih, D. (2021). Kepuasan Konsumen (A. Rozi (ed.)). Bintang Sembilan Visitama. https://www.google.co.id/books/edition/Kepuasan_konsumen_studi_terhadap_word_of/Z7ZFEAAAQBAJ?hl=id&gbpv=1&dq=kepuasan+konsumen&printsec=frontcover

Marbun, M. B., Ali, H., & Dwikoco, F. (2022). PENGARUH PROMOSI , KUALITAS PELAYANAN DAN KEPUTUSAN PEMBELIAN TERHADAP PEMBELIAN ULANG ( LITERATURE REVIEW MANAJEMEN PEMASARAN ). 3(2), 716–727.

Putri, K. A. M. A., & Yasa, N. N. K. (2023). BRAND IMAGE, KEPUASAN KONSUMEN, DAN REPURCHASE INTENTION?: Konsep dan Aplikasi Dalam Studi Kasus “Kedai Kopi Kulo.” MEDIA PUSTAKA INDO. https://www.google.co.id/books/edition/BRAND_IMAGE_KEPUASAN_KONSUMEN_DAN_REPURC/OBStEAAAQBAJ?hl=id&gbpv=1

Sorongan, E., Hilmansyah, H., & Hadiyanto, H. (2019). Pengaruh Variabel Kualitas Sistem Informasi Terhadap Kepuasan Pengguna Sistem Informasi Model EUCS. Jurnal RESTI (Rekayasa Sistem Dan Teknologi Informasi), 3(1), 23–28. https://doi.org/10.29207/resti.v3i1.777

Srisusilawati, P., Burhanuddin, J., Trenggana, A. F. M., Anto, M. A., Kusuma, G. P. E., Rahmasari, L. F., Suharyati, Mulyani, Ariyani, N., Lestari, F. P., Irawati, N., Octaviani, L. K., Bakar, R. M., Musafir, & Dewi, I. C. (2023). Loyalitas Pelanggan (E. Damayanti (ed.)). Widina Bhakti Persada Bandung. https://repository.penerbitwidina.com/media/publications/560950-loyalitas-pelanggan-15286fcb.pdf

Wijaya, F. S., & Hidayati, R. (2020). Analisis Pengaruh Citra Merek, Kewajaran Harga, dan Lingkungan Fisik terhadap Kepuasan Konsumen pada Tower Cafe Tembalang. Diponegoro Journal of Management, 9, 1–14.

Yuliantoro, N., Gracia, E., & Novia, J. (2021). THE EFFECT OF FOOD QUALITY AND PRICE FAIRNESS ON MILLENIAL GENERATIONS CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC PERIOD Fakultas Pariwisata-Universitas Pelita Harapan 2). Journal UBM, 4(1), 9–16. http://journal.ubm.ac.id/index.php/journal-

Downloads

Published

2024-02-19

Issue

Vol. 5 No. 2 (2024): Dinasti International Journal of Digital Business Management (February - March 2024)

Section

Articles

License

Copyright (c) 2024 Nathalia Nathalia, Lanang Diayudha

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Digital Business Management (DIJDBM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Digital Business Management (DIJDBM).