PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI : Studi Kasus The Deli Bakes Eyckman

Kiki Nurjanah, - and Agus Sudono, - and Purna Hindayani, - (2025) PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI : Studi Kasus The Deli Bakes Eyckman. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Latar belakang: Industri makanan dan minuman di Kota Bandung mengalami pertumbuhan signifikan dengan peningkatan jumlah bisnis sebesar 57,2% pada tahun 2023. Salah satu faktor pendorongnya adalah meningkatnya popularitas budaya kopi di kalangan generasi muda. Penelitian ini bertujuan untuk menganalisis pengaruh service quality terhadap customer satisfaction serta dampaknya terhadap customer loyalty pada The Deli Bakes Eyckman. Metode: Penelitian menggunakan pendekatan kuantitatif dengan penyebaran kuesioner daring kepada 162 responden, dan data dianalisis menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) melalui aplikasi SmartPLS 4. Hasil: Hasil penelitian menunjukkan bahwa service quality berpengaruh positif dan signifikan terhadap customer satisfaction. Selain itu, customer satisfaction terbukti memengaruhi customer loyalty secara positif, baik sebagai variabel langsung maupun sebagai variabel mediasi. Simpulan: Temuan ini menegaskan pentingnya peningkatan kualitas layanan sebagai strategi utama untuk menjaga kepuasan dan loyalitas pelanggan dalam bisnis kuliner. The food and beverage industry in Bandung showed significant growth, with a 57.2% increase in the number of businesses in 2023 compared to the previous year. One of the main drivers of this development was the rising popularity of coffee culture, especially among young generations. This study aimed to examine the effect of service quality on customer satisfaction and its impact on customer loyalty at The Deli Bakes Eyckman. A quantitative approach was used by distributing an online questionnaire to 162 respondents, and the data were analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results showed that service quality had a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction had a positive effect on customer loyalty, both directly and indirectly, as a mediating variable. These findings confirmed the importance of improving service quality as a strategic priority to maintain customer satisfaction and loyalty in the culinary business.

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Item Type:	Thesis (S1)
Additional Information:	ID SINTA Dosen Pembimbing: Agus Sudono: 6134240 Purna Hindayani: 6745708
Uncontrolled Keywords:	Customer loyalty, Customer satisfaction, The Deli Bakes Eyckman, Service quality
Subjects:	B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HF Commerce L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Industri Katering
Depositing User:	Kiki Nurjanah
Date Deposited:	21 Oct 2025 09:38
Last Modified:	21 Oct 2025 09:38
URI:	http://repository.upi.edu/id/eprint/142689

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