KUALITAS LAYANAN, ADOPSI QRIS, SERVICESCAPE TERHADAP LOYALITAS GEN Z MELALUI KEPUASAN KEDAI KOPI PALANGKA RAYA
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh Kualitas Layanan, Adopsi QRIS, dan Servicescape terhadap Loyalitas Pelanggan Gen Z dengan Kepuasan Pelanggan sebagai variabel mediasi pada T.Oeang Coffee di Kota Palangka Raya. Penelitian menggunakan pendekatan kuantitatif kausal dengan teknik purposive sampling terhadap 200 responden Gen Z yang pernah berkunjung dan menggunakan QRIS saat bertransaksi. Data dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui SmartPLS 4.0. Hasil penelitian menunjukkan bahwa Kualitas Layanan, Adopsi QRIS, dan Servicescape berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan. Kepuasan Pelanggan juga berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan Gen Z. Selain itu, Kualitas Layanan dan Servicescape berpengaruh langsung terhadap Loyalitas, sedangkan Adopsi QRIS berpengaruh terhadap Loyalitas melalui Kepuasan Pelanggan. Nilai R-square menunjukkan bahwa model mampu menjelaskan 42,2% variasi Kepuasan dan 54,3% variasi Loyalitas. Temuan ini menegaskan bahwa loyalitas pelanggan Gen Z terbentuk melalui pengalaman phygital yang mengintegrasikan layanan manusia, kemudahan pembayaran digital, dan kenyamanan lingkungan fisik kedai.
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Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187
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Bank Indonesia. (2023). MDR QRIS bagi merchant: Kategorisasi dan simulasi. https://www.bi.go.id/id/publikasi/ruang-media/cerita-bi/Pages/mdr-qris.aspx
Bank Indonesia. (2025). QRIS Jelajah Indonesia 2025 dorong digitalisasi dengan pelestarian budaya. https://www.bi.go.id/id/publikasi/ruang-media/news-release/Pages/sp_2717025.aspx
Barile, D., Secundo, G., & Del Vecchio, P. (2025). Discovering the phygital customer experience: Which digital technologies influence leading companies’ processes? European Journal of Innovation Management, 28(10), 5078–5103. https://doi.org/10.1108/EJIM-08-2024-0887
Becker, L., & Jaakkola, E. (2020). Customer experience: Fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48, 630–648. https://doi.org/10.1007/s11747-019-00718-x
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
Bitner, M. J. (1992). Servicescape s: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205
BPS Kota Palangka Raya. (2025). Kota Palangka Raya Dalam Angka 2025. Badan Pusat Statistik Kota Palangka Raya. https://palangkakota.bps.go.id/id/publication/2025/02/28/1b0b0703e78505b32bdad867/kota-palangka-raya-dalam-angka-2025.html
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
De Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the customer experience field forward: Introducing the touchpoints, context, qualities nomenclature. Journal of Service Research, 23(4), 433–455. https://doi.org/10.1177/1094670520928390
Ellin, V. (2026). Dari pengalaman menuju loyalitas: Peran emosi dalam keputusan pelanggan coffee shop di Kota Pontianak. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(1), 42–67. https://doi.org/10.31955/mea.v10i1.6773
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
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. https://doi.org/10.1016/j.ijhm.2017.03.006
Hariyono, D. D., Utomo, P., Arifin, S., Nuryadi, & Darim, A. (2025). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada CV. Hersa Industri Elektrik Surabaya. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(3), 1565–1578. https://doi.org/10.31955/mea.v9i3.6446
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115–135. https://doi.org/10.1007/s11747-014-0403-8
Kaur, P., Dhir, A., Bodhi, R., Singh, T., & Almotairi, M. (2020). Why do people use and recommend m-wallets? Journal of Retailing and Consumer Services, 56, 102091. https://doi.org/10.1016/j.jretconser.2020.102091
Kumar, J., Rana, S., Rani, G., & Rani, V. (2024). How phygital customers’ experience transforms the retail banking sector? Examining customer engagement and patronage intentions. Competitiveness Review, 34(1), 92–106. https://doi.org/10.1108/CR-04-2023-0076
Leong, L. Y., Hew, T. S., Ooi, K. B., & Wei, J. (2020). Predicting mobile wallet resistance: A two-staged structural equation modeling-artificial neural network approach. International Journal of Information Management, 51, 102047. https://doi.org/10.1016/j.ijinfomgt.2019.102047
Mishra, S., Malhotra, G., Chatterjee, R., & Shukla, Y. S. (2023). Consumer retention through phygital experience in omnichannel retailing: Role of consumer empowerment and satisfaction. Journal of Strategic Marketing, 31(4), 749–766. https://doi.org/10.1080/0965254X.2021.1985594
Oldenburg, R. (1989). The Great Good Place: Cafes, coffee shops, bookstores, bars, hair salons, and other hangouts at the heart of a community. Paragon House.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(Special Issue), 33–44. https://doi.org/10.1177/00222429990634s105
Pangarkar, A., Arora, V., & Shukla, Y. S. (2022). Exploring phygital omnichannel luxury retailing for immersive customer experience: The role of rapport and social engagement. Journal of Retailing and Consumer Services, 68, 103001. https://doi.org/10.1016/j.jretconser.2022.103001
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://www.econbiz.de/Record/servqual-a-multiple-item-scale-for-measuring-consumer-perceptions-of-service-quality-parasuraman/10001056853
Pine, B. J., II, & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76(4), 97–105. https://hbr.org/1998/07/welcome-to-the-experience-economy
Rahmadi, Y., & Elsandra, Y. (2025). Pengaruh kualitas jaringan, harga dan kualitas pelayanan terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 2162–2189. https://doi.org/10.31955/mea.v9i1.5378
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Salsabila, A., & Sihombing, S. O. (2024). Third place shaping factors that affect Generation Z in Kampung Susun Akuarium. ASEAN Marketing Journal, 16(1). https://scholar.ui.ac.id/en/publications/third-place-shaping-factors-that-affect-generation-z-in-kampung-s/
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187
Sudartana, I. P. E., & Nurmalasari, M. R. (2026). Literasi keuangan dan persepsi kemudahan yang dimediasi oleh minat terhadap keputusan penggunaan QRIS pada era cashless society. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(1), 111–130. https://doi.org/10.31955/mea.v10i1.6782
USDA Foreign Agricultural Service. (2025). Indonesia: Coffee Annual. Global Agricultural Information Network. https://usda-indonesia.org/tag/coffee/
Published
2026-08-25
How to Cite
Rahmadi, R., Nahan, N., Haga, R., & Poetra, G. (2026). KUALITAS LAYANAN, ADOPSI QRIS, SERVICESCAPE TERHADAP LOYALITAS GEN Z MELALUI KEPUASAN KEDAI KOPI PALANGKA RAYA. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(2), 2148-2172. https://doi.org/10.31955/mea.v10i2.7696
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