PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN LINGKUNGAN FISIK TERHADAP KEPUASAN KONSUMEN DAN DAMPAKNYA PADA LOYALITAS KONSUMEN COFFEE SHOP LOKAL
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk, kualitas layanan, dan lingkungan fisik terhadap kepuasan konsumen serta dampaknya pada loyalitas konsumen di coffee shop lokal di Kota Batam. Latar belakang penelitian ini didasari oleh persaingan ketat dalam industri coffee shop yang menuntut pelaku usaha untuk memberikan pengalaman pelanggan yang optimal, tidak hanya dari segi cita rasa produk, tetapi juga kualitas layanan dan kenyamanan suasana. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui kuesioner terstruktur kepada 304 responden. Hasil analisis menunjukkan bahwa ketiga variabel independen, yaitu kualitas produk, kualitas layanan, dan lingkungan fisik, berpengaruh positif signifikan terhadap kepuasan konsumen. Selain itu, kepuasan konsumen juga terbukti memiliki pengaruh positif signifikan terhadap loyalitas konsumen. Temuan ini menegaskan pentingnya sinergi antara kualitas produk, layanan, dan elemen fisik dalam menciptakan kepuasan yang berdampak pada loyalitas jangka panjang. Penelitian ini memberikan kontribusi praktis bagi pengelola coffee shop untuk merancang strategi peningkatan kualitas dan pengalaman pelanggan yang lebih komprehensif.
References
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Purwianti, L., Jacky, Hernandez, L., & Safero, B. (2023). ANALISIS PENGARUH PRICE, LOCATION, SERVICE DAN WORD OF MOUTH TERHADAP CUSTOMER SATISFACTION PADA HOTEL MERLIN DENGAN PURCHASE DECISION SEBAGAI VARIABEL INTERVENING. Jurnal Pendidikan Dasar Dan Sosial Humaniora, 43(4), 342-346.
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Saputra, S., & Natalia, V. M. (2021). Pengaruh Pengalaman Merek, Kepercayaan, dan Kepuasan Dalam Membangun Loyalitas Pelanggan Telekomunikassi GSM di Batam. JIMEA (Jurnal Ilmiah Menejemen, Ekonomi, Dan Akuntansi), 5(1), 595.
Saputra, S., & Rangkuti, P. W. (2022). Analisa Pengaruh Kualitas Pelayanan (Social Media Marketing), Dan Kualitas (Brand Image), Terhadap Purchase Decision Pada Cosmetics. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 9(3), 1091-1106. https://doi.org/10.35794/jmbi.v9i3.44001
Sayuti, J., & Setiawan, H. (2019). The Effect of Service Quality, Physical Environment and Restaurant Images on Consumer Satisfaction through Perception of Value. Sriwijaya International Journal of Dynamic Economics and Business, 3(3), 243-256. https://doi.org/10.29259/sijdeb.v3i3.243-256
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Ahmad, R., & Ahmad, M. (2023). Impacto de la calidad del producto en la satisfacción del cliente: Evidencia de bienes de consumo duraderos seleccionados. Revista Internacional de Tendencias de Investigación e Innovación, 8(4), 1014-1024. https://www.ijrti.org/papers/IJRTI2304166.pdf
Aminah, A., & Widowati, M. (2023). Pengaruh Kualitas Pelayanan, Harga dan Promosi terhadap Keputusan Pembelian Produk Tupperware di Semarang. Jurnal Ilmiah Fokus Ekonomi, Manajemen, Bisnis & Akuntansi (EMBA), 2(02), 179-188. https://doi.org/10.34152/emba.v2i02.822
Aprilianti, S. Z., Salsabila, Y. N., Riono, S. B., Sucipto, H., & Wahana, A. N. (2023). Pengaruh Citra Merek, Kualitas Produk, Harga, Serta Celebrity Endorser Terhadap Keputusan Pembelian Pada Produk Scarlet Di Yogya Mall Brebes. CiDEA Journal, 2(2), 179-197. https://doi.org/10.56444/cideajournal.v2i2.1370
Bichler, B. F., Pikkemaat, B., & Peters, M. (2020). Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach. Journal of Hospitality and Tourism Insights, 4(3), 351-369. https://doi.org/10.1108/JHTI-04-2020-0048
Djayapranata, G. F. (2020). Kepuasan Konsumen Tidak Selalu Linear dengan Loyalitas Konsumen: Analisis pada Restaurant Cepat Saji di Indonesia. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 3(4), 569-579. https://doi.org/10.31842/jurnalinobis.v3i4.160
Firmansyah, D. M. A. (2019). Buku Pemasaran Produk dan Merek. In Buku Pemasaran Produk dan Merek.
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
Handayani, P. T., Kepramareni, P., & Kusuma, I. G. A. E. T. (2022). The Analysis of the Quality of the Physical Environment, Service and Product on Revisit Intention through Customer Satisfaction at a Coffee Shop in Kintamani-Bali. European Journal of Business and Management Research, 7(6), 115-119. https://doi.org/10.24018/ejbmr.2022.7.6.1621
Isniah, S., Septiadi, R., & Susmita, A. (2020). The influences of product quality, price and service quality to increase consumer satisfaction of Dorayaki product at CV Abe Seika. Operations Excellence: Journal of Applied Industrial Engineering, 12(2), 263. https://doi.org/10.22441/oe.2020.v12.i2.012
Johan. (2023). The Effect of Service Quality and Price on Customer Satisfaction and Customer Loyalty to Shopee in Pekanbaru City. International Journal of Scientific Research and Engineering Development-, 6(5), 435-447. http://ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index
Kristiawan, Y., Hartoyo, H., & Suharjo, B. (2021). Customer Satisfaction: Service Quality or Product Quality (Case Study at Fast Food Restaurant in Jabodetabek). Binus Business Review, 12(2), 165-176. https://doi.org/10.21512/bbr.v12i2.6672
Kurniawan, C., Halim, F., & Mudjianto, B. (2024). Food Quality , Price Fairness And Physical Environment On Customer Satisfaction In Korean Restaurants In Jakarta. Jurnal Humanoira, 8(1), 96-113. http://jurnal.abulyatama.ac.id/index.php/humaniora/article/view/4790/pdf
Milano, A., Hadya, R., & Sutardjo, A. (2021). Pengaruh Kualitas Produk, Harga Dan Promosi Terhadap Pengambilan Keputusan Pembelian Baju Batik Di Toko Florensia Kota Sawahlunto. Matua, 3(1), 13-24.
Nurdiyanto, T., Udayana, I. B. N., & Maharani, B. D. (2023). Pengaruh Kualitas Produk, Kualitas Layanan, Citra Merek Terhadap Kepuasan Pelanggan Griya Cokelat di Desa Wisata Nglanggeran, Kecamatan Patuk, Kabupaten Gunungkidul. J-MAS (Jurnal Manajemen Dan Sains), 8(1), 255. https://doi.org/10.33087/jmas.v8i1.972
Pratama, A. S., Sudarmiatin, S., & Wardhana, L. W. (2023). The Influence Of Product Perceived Quality, Service, Environment And Assortment On Customer Loyalty With Customer Satisfaction As An Intervening Variable In Angkringan UMKM In Mojokerto Regency. International Journal of Science, Technology & Management, 4(6), 1420-1432. https://doi.org/10.46729/ijstm.v4i6.978
Purnomo, A. K. (2017). Pengaruh Cafe Atmosphere Terhadap Keputusan Pembelian Gen Y Pada Old Bens Cafe. Jurnal Manajemen Maranatha, 16(2), 133-212. http://journal.maranatha.edu/jmm
Purwianti, L., Jacky, Hernandez, L., & Safero, B. (2023). ANALISIS PENGARUH PRICE, LOCATION, SERVICE DAN WORD OF MOUTH TERHADAP CUSTOMER SATISFACTION PADA HOTEL MERLIN DENGAN PURCHASE DECISION SEBAGAI VARIABEL INTERVENING. Jurnal Pendidikan Dasar Dan Sosial Humaniora, 43(4), 342-346.
Putra, F. V. D. (2024). Effect of Food Quality and Physical Environment on Robucca Café Customer Satisfaction. Review of Management and Entrepreneurship, 8(1), 1-11. https://doi.org/10.37715/rme.v8i1.4083
Rahmayanti, D. P. L., Suartina, W., Wijaya, N. S., Wardana, M. A., & Sumerta, K. (2022). Building A Comprehensive Customer Satisfaction Model In Retail Business: A Conceptual Approach. Enrichment: Journal of Management, 12(3), 2162-2170.
Raja, E. A. L., Maharani, & Raja, J. G. L. (2023). The effect of product quality and service quality on customer satisfaction in crocodile skin crafts industry. IOP Conference Series: Earth and Environmental Science, 6(2), 494-499. https://doi.org/10.1088/1755-1315/473/1/012028
Saputra, A. J., & Djumarno, D. (2021). Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel & Residence Jakarta. Dinasti International Journal of Economics, Finance & Accounting, 2(1), 71-84. https://doi.org/10.38035/dijefa.v2i1.728
Saputra, S., & Natalia, V. M. (2021). Pengaruh Pengalaman Merek, Kepercayaan, dan Kepuasan Dalam Membangun Loyalitas Pelanggan Telekomunikassi GSM di Batam. JIMEA (Jurnal Ilmiah Menejemen, Ekonomi, Dan Akuntansi), 5(1), 595.
Saputra, S., & Rangkuti, P. W. (2022). Analisa Pengaruh Kualitas Pelayanan (Social Media Marketing), Dan Kualitas (Brand Image), Terhadap Purchase Decision Pada Cosmetics. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 9(3), 1091-1106. https://doi.org/10.35794/jmbi.v9i3.44001
Sayuti, J., & Setiawan, H. (2019). The Effect of Service Quality, Physical Environment and Restaurant Images on Consumer Satisfaction through Perception of Value. Sriwijaya International Journal of Dynamic Economics and Business, 3(3), 243-256. https://doi.org/10.29259/sijdeb.v3i3.243-256
Siswanto, B., Rahmawati, & Kuleh, J. (2022). The Influence of Food Quality and Physical Environment on Behavior Intention Through Customer Satisfaction At Visitors To Mcdonalds Store In Samarinda. International Journal of Business and Management Invention (IJBMI), 11(12), 89-99. https://doi.org/10.35629/8028-11127999
Susanto, S., Wahyudi, F., Bangun, S., Nurdiani, T. W., & Purnomo, H. (2023). Analysis of The Influence of Service Quality on Customer Satisfaction and Its Impact on Reuse Intention of Mobile Banking Payment in E-Commerce Transactions. MALCOM: Indonesian Journal of Machine Learning and Computer Science, 3(2), 274-280. https://doi.org/10.57152/malcom.v3i2.933
Waruwu, M., Pu`at, S. N., Utami, P. R., Yanti, E., & Rusydiana, M. (2025). Metode Penelitian Kuantitatif: Konsep, Jenis, Tahapan dan Kelebihan. Jurnal Ilmiah Profesi Pendidikan, 10(1), 917-932. https://doi.org/10.29303/jipp.v10i1.3057
Published
2026-04-30
How to Cite
Saputra, S., & Chang, F. (2026). PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN LINGKUNGAN FISIK TERHADAP KEPUASAN KONSUMEN DAN DAMPAKNYA PADA LOYALITAS KONSUMEN COFFEE SHOP LOKAL. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(1), 3156-3182. https://doi.org/10.31955/mea.v10i1.6108
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