Analysis of the Impact of Product Quality and Service Quality on Customer Loyalty mediated by Customer Satisfaction on Bubble Tea Drink Brands in Batam
DOI:
https://doi.org/10.37385/ijedr.v5i2.3821Keywords:
Service Quality, Customer Satisfaction, Product Quality, Customer LoyaltyAbstract
This objective of this research is to analyse the impact of product and service quality on customer loyalty with customer satisfaction as mediator for bubble tea drink brands in Batam. The factors used in this research include trust, price, and promotion. The population in this research were all bubble tea drink customers that make direct purchase on some bubble tea brands in Batam. The sample in this research was taken by using purposive sampling technique from non-probability sampling method with a result of 294 respondents. In this research, an online questionnaire was distributed to the citizens of Batam to gather data. The findings indicate that trust, service quality and promotion have a negative effect on customer loyalty. Contrarily, price, customer satisfaction, and product quality have a positive effect on customer loyalty. Furthermore, customer satisfaction plays a positive role in mediating the impact of product and service quality on customer loyalty.
References
Anggraini, F., & Budiarti, A. (2020). Pengaruh Harga, Promosi, dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek. Jurnal Pendidikan Ekonomi (JUPE), 8(3), 86–94. https://doi.org/10.26740/jupe.v8n3.p86-94
Arianto, N., & Kurniawan, F. (2021). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Loyalitas dengan Kepuasan Sebagai Variabel Intervening (Studi Home Industri Produk Pakaian Sablon & Bordir). Jurnal Pemasaran Kompetitif, 4(2), 254. https://doi.org/10.32493/jpkpk.v4i2.9647
Cahyani, A. Z., Hermawanto, A. R., & Nasution, N. L. (2021). Analysis Price and Promotion of Customer Loyalty in Modern Retail Shopping Centers in the Pandemic Time Covid-19 Through the Purchase Decision Strategy as Moderation. Technology, and Organizational Behavior (IJBTOB), 01(01), 2775–4936. https://doi.org/10.52218/IJBTOB.V1I1.5
Databoks. (2022). Indonesia Pasar Minuman Boba Terbesar di Asia Tenggara. https://databoks.katadata.co.id/infografik/2022/09/08/indonesia-pasar-minuman-boba-terbesar-di-asia-tenggara
Dewantoro, D. H., Wisnalmawati, & Istanto, Y. (2021). Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan Dimediasi oleh Kepuasan Pelanggan (Survai Pada Coffe Shop Fihi Pekanbaru). Conference on Innovation and Application of Science and Technology (CIASTECH), 21–28. https://doi.org/10.33096/jmb.v8i2.788
Dewi, M. P. (2020). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM . Wongsolo Malang Mariana Puspa Dewi Cara mencitasi?: Dewi , M . P . ( 2020 ). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalita. IQTISHODUNA, 16(2), 167–190. https://doi.org/10.18860/iq.v16i2.9242
Dwiantari, S. (2020). Pengaruh Citra Merek dan Kualitas Produk terhadap Loyalitas yang Dimediasi oleh Kepuasan (Studi pada Pelanggan Keju Indrakila di Boyolali). Jurnal Ilmiah Aset, 22(1), 51–62. https://doi.org/10.37470/1.022.1.07
Erdiansyah, D., & Imaningsih, E. S. (2021). Analysis of Effects of Product Quality, Promotion and Received Value Towards Customer Loyalty through Customer Satisfaction Grab Food. Journal of Business and Management Studies, 3(2), 01–11. https://doi.org/10.32996/jbms.2021.3.2.1
Erinawati, F., & Syafarudin, A. (2021). Pengaruh Kualitas Pelayanan, Harga, Promosi terhadap Keputusan. Ilmu Manajemen Dan Kewirusahaan, 1(10.46306), 136. https://doi.org/10.46306/vls.v1i1.10
Erlinda, U. E., Purnama, S., & Tamzil, F. (2022). The Effect Of Service Quality, Product Quality, And Chatime Product Promotion On Customer Satisfaction (Case Study Of Chatime Customers In The Central Jakarta Region). APTISI Transactions on Management (ATM), 6(1), 42–51. https://doi.org/10.33050/atm.v6i1.1680
Firli, T. A., & Stiawan, D. (2021). Kualitas Produk dan Pelayanan serta Pengaruhnya terhadap Loyalitas Konsumen Muslim dengan Kepuasan sebagai Variabel Intervening. JoIE: Journal of Islamic Economics, 1(2), 34–47. https://doi.org/10.21154/joie.v1i2.3476
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. In Polymers (Vol. 12, Issue 12, pp. 1–18). https://doi.org/10.3390/polym12123016
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hamdan. (2022). The Influence of Customer Trust and Value on Customer Loyalty Small and Medium Business (SMEs) PT. Bank Rakyat Indonesia Branch Office Cilegon. Ilomata International Journal of Management, 3(3), 363–379. https://doi.org/10.52728/ijjm.v3i3.488
Hartanto, B., & Aprianingsih, D. (2022). The Effect of Website Quality, Trust, and Ease of Use on Customer Loyalty: Customer Satisfaction as a Mediation. Frontiers in Business and Economics, 1(1), 16–23. https://doi.org/10.56225/finbe.v1i1.81
Hasibuan, Z., Sarkum, S., & Rafika, M. (2022). Analysis of Product Quality, Locations and Services of Culinary SMEs In Restaurants Toward Customer Loyalty: A Study of Customer Satisfaction In Pandemic Times. Quantitative Economics and Management Studies, 3(3), 363–372. https://doi.org/10.35877/454ri.qems947
Hendriyani, R., Chusna, K., Attmaja, B. T., Itsna M, I., & Yanty, R. (2017). Metodologi Penelitian Ekonomi dan Bisnis. Yogyakarta: BPFE.
Herlambang, A. S., & Komara, E. (2021). Pengaruh Kualitas Produk , Kualitas Pelayanan, dan Kualitas Promosi Terhadap Kepuasan Pelanggan (Studi kasus pada Starbucks Coffee Reserve Plaza Senayan). Jurnal Ekonomi, Manajemen Dan Perbankan, 7(2), 56–64. https://doi.org/10.35384/jemp.v7i2.255
Hidayat, D. R., & Peridawaty. (2020). Pengaruh Kualitas Pelayanan Dan Harga Yang Dimediasi Oleh Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. Jurnal Manajemen Sains Dan Organisasi, 1(1), 16–27. https://doi.org/10.52300/jmso.v1i1.2370
Kasinem. (2020). Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. Jurnal Media Wahana Ekonomika, 17(4), 329–339. https://doi.org/10.31851/jmwe.v17i4.5096
Kevin, & Anandya, D. (2021). The Effect of Service Quality, Perceived Value, and Customer Trust towards Customer Loyalty on Online Transportation GOJEK in Surabaya. Journal of Management and Business, 20(1), 45–60. https://doi.org/10.24123/jmb.v20i1.514
Laia, P. V. B. T., & Handini, S. (2022). The Influence of Product Quality, Service Quality and Perceived Quality on Repurchase Intention with Customer Satisfaction as Intervening Variables at XXYZ Surabaya Store Customers. Sinergi?: Jurnal Ilmiah Ilmu Manajemen, 12(1), 35–39. https://doi.org/10.25139/sng.v12i1.5692
Mahanani, E., & Alam, I. K. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga terhadap Loyalitas Pelanggan D’besto Cabang Darmaga Caringin Bogor, Jawa Barat. Jurnal Akuntansi Dan Manajemen, 19(01), 11–21. https://doi.org/10.36406/jam.v19i01.550
Meitiana, & Sembhodo, A. T. (2022). Do E-Services and Promotion Affect Customer Loyalty? Jurnal Inovasi Ekonomi, 7(01), 13–24. https://doi.org/10.22219/jiko.v7i01.19920
Morasa, A. A., Wenas, R. S., & Tielung, M. V. J. (2022). Pengaruh Experiental Marketing, Citra Merek dan Kualitas Produk terhadap Loyalitas Pelanggan pada Kopi Janji Jiwa Jilid 57 17 Agustus Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(4), 1901–1911. https://doi.org/10.35794/emba.v10i4.44558
Nalendra, A. R. A., Winarno, S. H., & Priadi, A. (2022). Pengaruh Kualitas Layanan, Harga, Promosi terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening. KREATIF: Jurnal Ilmiah Prodi Manajemen Universitas Pamulang, 10(1), 1–12. https://doi.org/10.36407/jmsab.v3i1.121
Natalini, N. P. M., & Telagawathi, N. L. W. S. (2022). Pengaruh Kualitas Produk dan Nilai Pelanggan terhadap Loyalitas Pelanggan di Toko Busana Adat Bali Yasa Indah Colllection Cabang Pekutatan. Prospek: Jurnal Manajemen Dan Bisnis, 4(1), 66–75.
Nuryadin, A., Mahfudnurnajamuddin, Hasan, S., & Mapparenta. (2021). The Effect of Marketing Mix, Service Quality and Trust on Customer Satisfaction and Loyalty at PT. Great Indonesian Milagros. International Journal of Research and Review, 8(2), 127–141. https://doi.org/10.52403/ijrr.20210221
Palilati, A. P., Umar, Z. A., & Niode, I. Y. (2022). Pengaruh Kualitas Produk Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening. JAMBURA: Jurnal Ilmiah Manajemen Dan Bisnis, 5(2), 534–542. https://doi.org/10.37479/jimb.v5i2.16492
Permono, V. R., & Pasharibu, Y. (2021). Pengaruh Kualitas Layanan, Harga Dan Promosi Terhadap Loyalitas Pelanggan Pada Pizza Hut. Jurnal Ilmiah Mahasiswa Ekonomi, 04, 46–61. https://doi.org/10.30737/jimek.v4i1.1473
Pramesti, M. A., & Chasanah, U. (2021). Pengaruh Kualtias Produk dan Harga terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Mediasi. JBBE: Jurnal Bina Bangsa Ekonomika, 14(2), 281–287. https://doi.org/10.46306/jbbe.v14i2
Prasetiyo, A. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen di Store Chatime Kepatihan Bandung (Studi pada Konsumen Chatime Kepatigan Bandung). Indonesia Mandiri, 142.
Pratama, R. A., Rahayu, S., & Yamalay, F. (2022). Pengaruh Citra Merek dan Promosi terhadap Loyalitas Wisatawan melalui Variabel Intervening Kepuasan Wisatawan Danau Shuji di Kabupaten Muara Enim. Jurnal Nasional Manajemen Pemasaran & SDM, 3(3), 119–128. https://doi.org/10.47747/jnmpsdm.v3i3.862
Putra, I. P. K., Hudayah, S., & Achmad, G. N. (2020). The Effect of Customer Value and Customer Trust on Satisfaction and Customer Loyalty PT. Samator Gas Industri Samarinda Seberang. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(2), 151–160. https://doi.org/10.29040/ijebar.v4i02.1048
Putri, F. K., Tumbel, A. L., & Djemly, W. (2021). Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada PT. Matahari Department Store Di Mantos 2. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 9(1), 1428–1438. https://doi.org/10.35794/emba.v9i1.33202
Putri, K. A. A. A. D., & Rastini, N. M. (2022). Peran Kepuasan Konsumen Memediasi Pengaruh Kualitas Produk terhadap Loyalitas Pelanggan (Studi pada Konsumen Teh Gelas di Kota Denpasar). E-Jurnal Manajemen, 11(10), 1771–1791. https://doi.org/10.24843/EJMUNUD.2022.v11.i10.p02
Rahayu, E., Fauzan, F., Wijaya, H., & Gunadi, W. (2020). The Effect of Trust and Satisfaction on Customer Loyalty in Online Shop: Case of C2C E-Commerce in Indonesia. International Journal of Academic Research in Business and Social Sciences, 10(8), 699–709. https://doi.org/10.6007/ijarbss/v10-i8/7619
Rahmayanti, P. L. D., & Ekawati, N. W. (2021). Pengaruh Kualitas Layanan Dan Promosi Penjualan Terhadap Kepuasan Dan Loyalitas Pelanggan Menggunakan Online Food Delivery Service Di Bali. Jurnal Manajemen Dan Bisnis Equilibrium, 7(2), 125–138. https://doi.org/10.47329/jurnal_mbe.v7i2.714
Rajab, A., & Nora, L. (2021). Peran Kepuasan Konsumen Dalam Menentukan Pengaruh Kualitas Produk Terhadap Loyalitas Konsumen. Jurnal Muhammadiyah Manajemen Bisnis (JMMB), 2(2), 73–84. https://doi.org/10.24853/jmmb.2.2.73-84
Ramadhan, H., Edward, Y. R., & Ariesa, Y. (2022). Analysis Of The Influence Of Service Quality And Trust On Customer Loyalty With Customer Satisfaction As Intervening Variable In Menantea Field. International Journal of Educational Research & Social Sciences, 3(4), 1498–1506. https://doi.org/10.51601/ijersc.v3i4.460
Ramanta, T. H., Massie, J. D. D., & Soepeno, D. (2021). Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Pelanggan Produk Mebel di CV. Karunia Meubel Tuminting. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 9(1), 1018–1027. https://doi.org/10.35794/emba.v9i1.32670
Rinaldi, M., & Effendi, I. (2021). The Impact of Trust and Service Quality on Consumer Loyalty at Royal Holiday. Jurnal Manajemen Bisnis Eka Prasetya Penelitian Ilmu Manajemen, 7(2), 119–133. https://doi.org/10.47663/jmbep.v7i2.195
Sabaru, W. C., Wenas, R. S., & Mandagie, Y. (2022). Pengaruh Kualitas Produk, Harga Dan Inovasi Produk Terhadap Loyalitas Konsumen Smartphone Vivo (Pada Mahasiswa Universitas Sam Ratulangi Manado) Influence of Product Quality, Price and Product Innovation on Vivo Smartphone Consumer Loyalty (At Sam Ratulan. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(3), 340–352. https://doi.org/10.35794/emba.v10i3.41291
Saputro, S., & Natalia, V. M. (2021). Pengaruh Pengalaman Merek, Kepercayaan, Dan Kepuasan Dalam Membangun Loyalitas Pelanggan Telekomunikasi Gsm Di Batam. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(1), 1250–1261. https://doi.org/10.54783/mea.v5i1.917
Setyowati, P. T., & Kade R K, I. A. (2022). Analisis Faktor yang Mempengaruhi Loyalitas Konsumen di PT. Kebakkramat Elang Perkasa. Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 9(3), 477–488. https://doi.org/10.37606/publik.v9i3.331
Simanjuntak, N. R. B., & Djumarno. (2022). The Influence of Brand Image, Service Quality and Price on Consumer Satisfaction 9Study on Consumers of Kopi Kenangan, Tebet). IJSSR: Indonesian Journal of Social Service and Research, 03(02), 491–507. https://doi.org/10.46799/ijssr.v3i2.272
Siregar, S. (2021). Pengaruh Promosi dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi pada Unit Mikro Bank Syariah Mandiri Medan Pulo Brayan). Jurnal Humaniora, 5(1), 54–63. https://doi.org/10.30601/humaniora.v5i1.1477
Sunda, S. S., Wenas, R. S., & Poluan, J. G. (2021). Pengaruh Citra Merek Dan Harga Terhadap Loyalitas Nasabah Produk Logam Mulia Pada PT. Pegadaian (Persero) Cabang Manado Utara. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(1), 320–329. https://doi.org/10.35794/emba.v10i1.37807
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi & Bisnis JAGADITHA, 7(1), 46–52. https://doi.org/10.22225/jj.7.1.1626.46-52
Surapati, U., Suharno, S., & Abidin, Z. (2020). The Effect of Service Quality and Customer Trust on Customer Satisfaction and Customer Loyalty PT. Surya Rafi Bersaudara. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(03), 40–53. https://doi.org/10.29040/ijebar.v4i03.1283
Suriansha, R. (2022). Pengaruh Promosi dan Kualitas Layanan Terhadap Loyalitas Konsumen Kebab Turki Baba Rafi Outlet Dapur Susu di Jakarta Selatan. Journal of Economics and Business UBS, 11(2), 88–97. https://doi.org/10.52644/joeb.v11i2.94
Syahza, A. (2021). Metodologi Penelitian (Issue Agustus). Unri Press.
Tumangkeng, B., Lapian, S. L. H. V. J., & Samadi, R. I. (2022). Pengaruh Kualitas Produk, Kualitas Jaringan dan Kepercayaan terhadap Kepuasan Pelanggan Pengguna Jaringan Indihome di PT. Telkom Langowan (Studi Kasus di Desa Manembo). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(4), 1708–1717. https://doi.org/10.35794/emba.v10i4.44393
Woen, N. G., & Santoso, S. (2021). Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen. Jurnal Maksipreneur: Manajemen, Koperasi, Dan Entrepreneurship, 10(2), 146. https://doi.org/10.30588/jmp.v10i2.712
