Pengaruh Service Quality, Customer Experience, Price Perception, dan Store Atmosphere terhadap Customer Loyalty pada Coffee Shop DIKALA Semarang
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Abstract
Perkembangan industri coffee shop yang semakin kompetitif di Kota Semarang ditunjukkan dengan meningkatnya tren nongkrong di kawasan “Blok GM” serta indikasi masalah pada persepsi harga dan loyalitas pelanggan berdasarkan pra-survei. Penelitian ini bertujuan untuk menganalisis dan menguji secara empiris pengaruh service quality, customer experience, price perception, dan store atmosphere terhadap customer loyalty pada Coffee Shop DIKALA Semarang, serta mengevaluasi kontribusi masing-masing variabel dalam membentuk loyalitas pelanggan. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 200 responden pelanggan Coffee Shop DIKALA Semarang menggunakan teknik purposive sampling dan dianalisis menggunakan PLS-SEM melalui SmartPLS 4. Hasil penelitian menunjukkan bahwa service quality, customer experience, price perception, dan store atmosphere berpengaruh positif dan signifikan terhadap customer loyalty pada Coffee Shop DIKALA Semarang. Penelitian ini mengimplikasikan pentingnya sinergi elemen fungsional dan emosional dalam menyusun strategi retensi pelanggan kedai kopi lokal.
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