Effect of Perceived Service Quality, Servicescape and Perceived Value on Customer Loyalty through Customer Satisfaction: A Case Study of Waiting List Coffee Medan, Indonesia

Dosmi Berlina Sihombing; Endang Sulistya Rini; Syafrizal Helmi Situmorang

doi:10.56225/finbe.v2i2.224

Authors

Dosmi Berlina Sihombing Department of Management, Faculty of Economics and Business, Universitas Sumatera Utara, Indonesia
Endang Sulistya Rini Department of Management, Faculty of Economics and Business, Universitas Sumatera Utara, Indonesia
Syafrizal Helmi Situmorang Department of Management, Faculty of Economics and Business, Universitas Sumatera Utara, Indonesia

DOI:

https://doi.org/10.56225/finbe.v2i2.224

Keywords:

perceived service quality, servicescape, perceived value, customer loyalty and satisfaction

Abstract

This study analyzes the quality of service, servicescape, and customer value influence customer loyalty through customer satisfaction in the Waiting List Coffee Medan. This study used quantitative methods formed from respondents' responses by distributing questionnaires to respondents. The population of this study was all Coffee Waiting List Consumers with a sample of 175 respondents. This study used SEM (Structural Equation Model) analysis and was processed through the Smart-PLS 4.0. The results showed that service quality and customer value significantly influenced customer loyalty. While Servicescape did not have a significant influence on consumer loyalty. Other results showed that the quality of service, servicescape, and customer value had a significant influence on customer satisfaction. Furthermore, customer satisfaction had a significant influence on consumer loyalty. Then, the customer satisfaction can mediate the relationship of service quality, servicescape, and customer value to consumer loyalty.

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