THE EFFECT OF PRODUCT AND SERVICE QUALITY ON CUSTOMER LOYALTY FORE COFFEE JABODETABEK

Penulis

  • Anna Salsabila Universitas Pelita Harapan
  • Annisa Syafa Andira Universitas Pelita Harapan
  • Devana Dimmy Ramadhanty Universitas Pelita Harapan
  • Vania Olivia Universitas Pelita Harapan

DOI:

https://doi.org/10.19166/imj.v3i1.6853

Kata Kunci:

Customer Satisfaction, Quality of Service, Product Quality, Customer Loyalty

Abstrak

This research is a study that aims to examine the products and services of the Fore coffee shop brand on customer satisfaction and its effect on customer loyalty. The method used in this study is a quantitative research method with a total of 30 respondents domiciled in Jabodetabek. This research method was carried out by distributing questionnaires online as well as testing validity and reliability through the Cronbach Alpha test. The results of this study show that the products and services provided by Fore Coffee are quite good, but the services provided are not too significant compared to the products offered. The results of customer satisfaction from Fore Coffee's products and services are quite visible from the products alone. The relationship between customer satisfaction and loyalty of Fore Coffee proves that products and services can increase customer loyalty. In conclusion, the products and services at Fore Cofffee are quite satisfactory and affect customer loyalty.

Referensi

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Prajasantana, K. A., Mardiartmi, A. B., & Argo, J. G. (2021). Analisis keputusan pembelian konsumen Fore Coffee Senopati (Studi pada masa pandemi Covid19). Konferensi Riset Nasional Ekonomi, Manajemen dan Akuntansi, 2(1), 187-200. https://conference.upnvj.ac.id/index.php/korelasi/article/view/1143

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Unduhan

Diterbitkan

2023-07-10

Terbitan

Vol. 3, No. 1, April 2023

Bagian

Articles

Lisensi

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