Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 24 No. 10 (2025): Musytari: Neraca Manajemen, Akuntasi, dan Ekonomi
Articles

PENGARUH KUALITAS LAYANAN DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN

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  • Putra Ruhut Samosir,
  • Muhammad Arief
Putra Ruhut Samosir
Universitas Esa Unggul
Muhammad Arief
Universitas Esa Unggul

Published 2025-09-26

Keywords

  • Service Quality,
  • Perceived Value,
  • Customer Satisfaction,
  • Customer Loyalty

How to Cite

PENGARUH KUALITAS LAYANAN DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN. (2025). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 24(10), 251-260. https://doi.org/10.5281/zenodo.17204426

Abstract

The growth of the coffee industry in Indonesia continues to rise each year, leading to intense competition, including among small- to medium-scale businesses. This condition requires business players not only to rely on product quality but also to deliver optimal customer experiences through excellent service and perceived value. Kopi Jago emphasizes friendliness, responsiveness, attention to customer needs, product quality, and fair pricing. A quantitative study using purposive sampling of 85 respondents and SEM-PLS analysis revealed that all hypotheses were accepted, showing positive and significant relationships among variables, indicating that Kopi Jago must maintain quality, service, and pricing strategies.

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