The effect of service quality towards customer satisfaction and its effect on customer loyalty of coffee beans & tea leaf in Jakarta case study of coffee bean & tea leaf in pacific place
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Roverdi, Kinan Fata
Subject
H Social Sciences (General)
Datestamp
2023-12-07 04:47:30
Abstract :
Coffee industry has grown over the years in Indonesia, it has been noted that in Indonesia in august 2019 reached more than 2.950 outlets, nearly tripled compared to 2016 which was only approx 1.000 outlets of coffee shops. That is indicating that Indonesia has a large market of coffee drinkers and it has been shown that in 2016/2017 Indonesia placed sixth place in terms of highest coffee consumption. Despite the considerable literature on the link between service quality, customer happiness, and customer loyalty, there is a scarcity of research that specifically investigates these categories in the context of coffee bean and tea leaf in Pacific place. Existing study has generally focused on the general services business, leaving a research gap in the analysis of the particular dynamics between service quality, customer happiness, and customer loyalty, specifically at the coffee bean and tea leaf store in pacific place. The purpose of this study is to examine the effect between service quality and customer satisfaction on customer loyalty in coffee beans and tea leaf in Jakarta. A total sample of 125 respondents were collected from coffee beans and tea leaf customers in pacific place. The data was obtained using online questionnaires and processed quantitatively using smartpls to test the hypotheses. The study found that there are positive effects on service quality towards customer satisfaction, and service quality towards customer satisfaction, and customer satisfaction towards customer loyalty. This study brings contribution to the literature in the field of coffee industry and provides insight for new coffee shops.
Coffee industry has grown over the years in Indonesia, it has been noted that in Indonesia in august 2019 reached more than 2.950 outlets, nearly tripled compared to 2016 which was only approx 1.000 outlets of coffee shops. That is indicating that Indonesia has a large market of coffee drinkers and it has been shown that in 2016/2017 Indonesia placed sixth place in terms of highest coffee consumption. Despite the considerable literature on the link between service quality, customer happiness, and customer loyalty, there is a scarcity of research that specifically investigates these categories in the context of coffee bean and tea leaf in Pacific place. Existing study has generally focused on the general services business, leaving a research gap in the analysis of the particular dynamics between service quality, customer happiness, and customer loyalty, specifically at the coffee bean and tea leaf store in pacific place. The purpose of this study is to examine the effect between service quality and customer satisfaction on customer loyalty in coffee beans and tea leaf in Jakarta. A total sample of 125 respondents were collected from coffee beans and tea leaf customers in pacific place. The data was obtained using online questionnaires and processed quantitatively using smartpls to test the hypotheses. The study found that there are positive effects on service quality towards customer satisfaction, and service quality towards customer satisfaction, and customer satisfaction towards customer loyalty. This study brings contribution to the literature in the field of coffee industry and provides insight for new coffee shops.
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