JEFMS Journal

ABSTRACT:

In today's fast-paced era, many entrepreneurs compete to get more customers, loyal and able to repurchase the products or services offered. On that basis, this research will examine the quality of service and facilities to consumer loyalty moderated by consumer satisfaction. The research was conducted at the Harbour Coffee shop located on Jl. Taruna Raya No.43B, RT.13/RW.4, Serdang, Kemayoran sub-district, Central Jakarta City. The sample taken in this study amounted to 30 people, including those who often come to the shop. The results show that (1) Service Quality Affects Consumer Loyalty, (2) Facilities Affect Consumer Loyalty, (3) Service Quality and Facilities Affect Consumer Loyalty, (4) Consumer Satisfaction is able to moderate the influence of Service Quality on Consumer Loyalty and (5) Consumer Satisfaction is able to moderate the influence of Facilities on Consumer Loyalty.

KEYWORDS:

Service Quality, Facilities, Consumer Loyalty, Consumer Satisfaction.

REFERENCES:

1) Amelia, D., Karina, R., Simatupang, N., Sinuraya, B. J., & Rahmat, R. (2021). Pengaruh Harga, Citra Merek Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pt. Jne Cabang Medan. Jurnal Manajemen, 1(1), 11–24.

2) Andreas, C., & Yuniati, T. (2016). Pengaruh kualitas produk terhadap loyalitas pelanggan dengan kepuasan sebagai variabel intervening. Jurnal Ilmu Dan Riset Manajemen (JIRM), 5(5).

3) Hardati, R. N. (2021). Pengaruh Kinerja Driver dan Fasilitas Aplikasi Terhadap Loyalitas Melalui Kepuasan Pelanggan (Studi Kasus Gojek Kota Malang). PROFIT: JURNAL ADMINISTRASI BISNIS, 15(1), 74–83.

4) Hasanuddin, M. R., Rachma, N., & Wahono, B. (2020). Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan (Pada Pelanggan Kedai Kopi Mr Beard Coffee Jl, Saxophone No. 47 Tunggul Wulung Lowokwaru Malang). Jurnal Ilmiah Riset Manajemen, 9(11).

5) Herlina, E., Tukiran, M., & Anwar, S. (2021). The Effect of Entrepreneurial Leadership on Organizational Performance: Literature Review. MARGINAL: Journal of Management, Accounting, General Finance and International Economic Issues, 1(1), 25–33. https://doi.org/https://doi.org/10.55047/marginal.v1i1.9

6) Khayru, R. K., Darmawan, D., & Munir, M. (2021). Analysis of Product Preference of Chitato and Lay’s Potato Chips. MARGINAL: Journal of Management, Accounting, General Finance and International Economic Issues, 1(1), 10–15. https://doi.org/https://doi.org/10.55047/marginal.v1i1.7

7) Kotler, P. (2009). Marketing management: A south Asian perspective. Pearson Education India.

8) Mahmud. (2011). Metode Penelitian Pendidikan. Pustaka Setia.

9) Putra, H. A., & Ngatno, N. (2017). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sebagai Variabel Intervening (Studi Kasus Pada Konsumen PT. Lontar Media Digital Printing Semarang). Jurnal Ilmu Administrasi Bisnis, 6(4), 68–75.

10)Sulistiyana, R. T., Hamid, D., & Azizah, D. F. (2015). Pengaruh fasilitas wisata dan harga terhadap kepuasan konsumen (Studi pada Museum Satwa). Jurnal Administrasi Bisnis, 25(2).