AN EXPLANATORY ANALYSIS OF RELATIONSHIPS AMONG SERVICE QUALITY, CUSTOMER SATISFACTION, AND LOYALTY USING DINESERV IN TEMAN LAMA COFFEE SHOP BANDUNG

• Main Author: Shintota Jan Wiguna, Keiko
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/64469
• Institution: Institut Teknologi Bandung

Teman Lama coffee shop is a café located in Jalan Bima no.80, it is a coffee shop in Bandung. The changing of lifestyle preferences of people causes the rapid development of café in Bandung. Therefore, to build a sustainable business, the factors that affected customer satisfaction of Teman Lama coffee shop Bandung need to be analyzed. One of the factors is known as Service Quality. Service quality plays an important role to be the key influences of forming customer satisfaction. This research attempts to investigate the relationship between service quality, customer satisfaction and customer loyalty in Teman Lama coffee shop. Online questionnaire using Likert Scale designed for 150 respondent of Teman Lama coffee shop with purposive sampling method. Path analysis were employed to measure the relationship between five dimensions of service quality which are Reliability, Assurance, Tangible, Empathy, Responsive with customer satisfaction and to measure the relationship between customer satisfaction and customer loyalty of Teman Lama coffee shop Bandung. The result of this research shown that four dimensions of service quality have a significant relationship to customer satisfaction, while reliability have an insignificant relationship to customer satisfaction. The customer satisfaction also has a significant impact to the customer loyalty of Teman Lama coffee shop Bandung. This study is expected to provide a valuable result regarding the relationship between service quality, customer satisfaction, and customer loyalty in Teman Lama coffee shop Bandung. This study aimed to help Teman Lama to form a suitable strategy to be applied in Teman Lama coffee shop Bandung.