Pengaruh Word of mouth dan Store Atmsophere terhadap Kepuasan dan dampaknya terhadap Loyalitas (Studi pada Pelanggan Antariksa Kopi Semarang)
Abstract
Coffe shop is a place that is not just a place to sell and enjoy coffee, besides coffee shop is also used for some specific needs, either relax, gather, discuss, do tasks, place photos and so forth. This study aims to determine the effect of word of mouth and store atmosphere on satisfaction and its impact on loyalty at Angkasa Kopi Semarang. Research conducted in Antariksa Kopi Semarang is a type of quantitative research. The data source used using a questionnaire via google form to 100 respondents with purposive sampling methodology. Hypothesis testing using multiple linear regression test using statistical data processing based on SPSS 26. The results showed that the variable word of mouth has no effect on satisfaction,store atmosphere has a positive and significant effect on satisfaction, and satisfaction has a positive and significant effect on loyalty.
Keywords
Full Text:
PDFReferences
Barry, B. 2014. Modelling Consumer Satisfaction and Word of Mouth: Restaurant Patronage in Korea. 19, 133 – 139.
Budi, N. A., & Sutedjo, B. 2022. Pengaruh corporate image, store atmosphere dan kepuasan pelanggan terhadap loyalitas pelanggan (Studi pada pelanggan Aluna Home Spa Semarang). Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 5(2), 2288–2298.
Fitri Mahdiani, M. 2019. Pengaruh harga, media sosial instagram, dan word of mouth terhadap kepuasan pelanggan melalui proses keputusan pembelian (Studi Kasus pada KY Steak & Pasta). Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
Ghozali, I. 2018. Aplikasi analisis multivariate dengan program IBM SPSS 25, 9th ed.. Universitas Diponegoro.
Hardi, F., & Harjanti, D. 2021. Pengaruh harga, store atmosphere, dan kualitas layanan terhadap kepuasan pelanggan salon Mei-mei Makassar. Agora, 9(2).
Hasan, A. 2014. Marketing dan Kasus-kasus Pilihan. CAPS.
Hussain, R., & Ali, M. 2015. Effect of Store Atmosphere on Consumer Purchase Intention. International Journal of Marketing Studies, 7(2). https://doi.org/10.5539/ijms.v7n2p35
Inayah, I., & Haryanti, I. 2022. Manajemen hubungan pelanggan dan kepuasan terhadap loyalitas pada dealer TDM Kota Bima. CAPITAL: Jurnal Ekonomi Dan Manajemen, 6(1), 197–210.
Itasari, A. A., Hastuti, N. H., & Supriyadi, A. 2020. Pengaruh word of mouth, electronic word of mouth dan kualitas pelayanan terhadap kepuasan pelanggan. ETTISAL J. Commun., 52–59.
Kotler, P., & Keller, K. L. 2014. Manajemen Pemasaran. 11th ed.. Erlangga.
Kotler, P., & Keller, K. L. (2016). Marketing management, 15th ed.. Harlow, Essex Pearson Education Limited. https://doi.org/10.1080/08911760903022556.
Murhadi, W. R., & Reski, E. C. 2022. Pengaruh e-service quality, kesadaran merek, kepercayaan, word of mouth, dan kepuasan terhadap loyalitas pelanggan. Jurnal Ilmiah Bisnis Dan Ekonomi Asia, 16(2), 229–240.
Nugroho, F. M., & Tjahjaningsih, E. 2022. Pengaruh kualitas layanan dan persepsi harga terhadap kepuasan serta dampaknya terhadap loyalitas pelanggan (Studi Pada Pengguna Shopeefood). YUME: Journal of Management, 5(3), 147–155.
Pahruddin, & Yuniati, T. 2016. Pengaruh kualitas produk, harga dan store atmosphere terhadap keputusan pembelian jersey imitasi. Jurnal Ilmu Dan Riset Manajemen (JIRM), 5(1).
Pasha, F. V. 2019. Pengaruh citra merek, kualitas produk dan store atmosphere terhadap kepuasan pelanggan pada coffee shop piacevole medan.
Putri, Y. L., & Utomo, H. 2017. Pengaruh kualitas pelayanan terhadap loyalitas pelanggan dengan kepuasan sebagai variabel intervening (Studi persepsi pada pelanggan dian comp ambarawa). Among Makarti, 10(1).
Shi, W., Tang, L., Zhang, X., Gao, Y., & Zhu, Y. 2016. How does word of mouth affect customer satisfaction? Journal of Business and Industrial Marketing, 31(3), 393–403. https://doi.org/10.1108/JBIM-07-2014-0139
Sondakh, C. 2015. Kualitas Layanan, Citra Merek Dan Pengaruhnya Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Tabungan (Studi Pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis Dan Manajemen, 3(1).
Tjahjaningsih, E., Ningsih, D. H. U., & Utomo, A. P. 2020. The effect of service quality and product diversity on customer loyalty: The role of customer satisfaction and word of mouth. The Journal of Asian Finance, Economics and Business, 7(12), 481–490.
Tjahjaningsih, E., & Sari, D. Y. 2019. Jurnal Telaah Manajemen, 1–14.
Tjiptono, F., & Chandra, G. 2016. Service, quality dan satisfaction, 4th ed. Andi.
Wardhana, F. A., & Sitohang, F. M. 2021. Pengaruh produk, harga, tempat dan store atmosphere terhadap kepuasan pelanggan pada warkop benpadang sidoarjo. Jurnal Ilmu Dan Riset Manajemen (JIRM), 10(3).
DOI: http://dx.doi.org/10.33087/ekonomis.v7i1.877
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Ekonomis: Journal of Economics and Business Published by Lembaga Penelitian dan Pengabdian kepada Masyarakat |
