THE EFFECT OF PRODUCT VALUE, SERVICE QUALITY, AND CUSTOMER
SATISFACTION ON CUSTOMER LOYALTY AT KEDAI KOPI
KENANGAN MALL OF INDONESIA

THE EFFECT OF PRODUCT VALUE, SERVICE QUALITY, AND CUSTOMER
SATISFACTION ON CUSTOMER LOYALTY AT KEDAI KOPI
KENANGAN MALL OF INDONESIA

Product Value, Service Quality, Customer Satisfaction, Customer Loyalty,
Coffee Shop

This study aims to analyze the relationship between product value, service quality and
customer satisfaction to customer loyalty at Kopi Kenangan Mall of Indonesia. The
population in this study were visitors who came to the Kopi Kenangan Mall of
Indonesia from May to June 2021 and the number of samples used for the study were
200 customers that visited Kopi Kenangan Mall of Indonesia. All samples were taken by
filling out a questionnaire and distributed with convenience sampling method. Data
collection through questionnaires was analyzed using PLS-SEM. The results of this
study showed a positive relationship between product values and customer satisfaction,
a positive relationship between service quality and customer satisfaction, a positive
relationship between product values and customer loyalty, a positive relationship
between service quality and customer loyalty and a positive relationship between
customer satisfaction and customer loyalty. Based on the results of the study, it can be
concluded that customer loyalty is positively influenced by customer satisfaction and
increasing product value and service quality can increase customer satisfaction.

Caroline Rosa Wijaya, Innocentius Bernardo

https://jurnal.stie-aas.ac.id/index.php/IJEBAR

2022

peri irawan

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