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

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.