ANALISIS PENGARUH STORE ATMOSPHERE DAN KEDEKATAN EMOSIONAL TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Survei pada Pelanggan O’Pallet Cafe Boyolali)
DOI:
https://doi.org/10.33061/jeku.v20i1.4362Keywords:
store atmosphere, emotional closeness, customer satisfaction, customer loyalty.Abstract
The research was conducted at the O’Pallet Café Boyolali The purpose of this study is to analyze 1) the effect of store atmosphere on customer satisfaction; 2) the effect of emotional closeness on customer satisfaction; 3) the effect of customer satisfaction on customer loyalty; 4) the influence of store atmosphere on customer loyalty; 5) the effect of emotional closeness on customer loyalty; 6) the effect of customer satisfaction in mediating the effect of store atmosphere on customer loyalty; 7) the effect of customer satisfaction in mediating the effect of emotional closeness on customer loyalty. The type of data used is qualitative data and quantitative data, data sources consist of primary data and secondary data. The study population is all customers of O’Pallet Café Boyolali. The sampling technique used purposive sampling with slovin formula, obtained a sample size of 100 respondents. The data analysis technique used is multiple linear regression analysis and sobel tests. The result showed that store atmosphere influences customer satisfaction. Emotional closeness influences customer satisfaction. Customer satisfaction influences customer loyalty. Store atmosphere influences customer loyalty. Emotional closeness influences customer loyalty. Customer satisfaction mediates the effect of store atmosphere on customer loyalty. Customer satisfaction mediates the effect of emotional closeness on customer loyalty at O’Pallet Café Boyolali.References
Achsan, Zainullah, Lubis dan Widayanto. 2014. “Pengaruh Dimensi Kualitas Pelayanan dan
Kedekatan Emosional terhadap Kepuasan Konsumenâ€. Jurnal Sosial dan Politik. Vol.3,
No.2, hlm.1-14. Universitas Diponegoro. Semarang.
Berman, Barry dan Evans, Joel R. 2014. Retail Management (Alih Bahasa: Lina Salim). Edisi
Kedua belas. Pearson. Jakarta.
Gilbert A. 2013. Dasar-Dasar Riset Pemasaran (Alih Bahasa: Andriani, dkk). Erlangga.
Jakarta.
Gobe, Marc. 2005. Emotional Branding (Alih Bahasa: Bayu Mahendra). Erlangga. Jakarta.
Griffin, Jill. 2010. Customer Loyalty, Menumbuhkan dan Mempertahankan Kesetiaan
Pelanggan (Alih Bahasa: Dwi Kartini Yahya). Erlangga. Jakarta.
. 2012. Customer Loyalty, Menumbuhkandan Mempertahankan Kesetiaan Pelanggan
(Alih Bahasa: Dwi Kartini Yahya). Erlangga. Jakarta.
Haryati, Euis. 2015. “Kualitas Pelayanan, Store Atmoshere, Private Brand terhadap Kepuasan
dan Loyalita Pelanggan Hypermart Puri Jakartaâ€. Jurnal Komunikologi. Vol. 12, No.1,
hlm.16-28. Universitas Esa Unggul. Jakarta.
Irawan, H. 2009. 10 Prinsip Kepuasan Pelanggan. Elex Media Komputindo. Jakarta.
Kotler, Philip dan Keller, Kevin Lane. 2009. Manajemen Pemasaran 1 (Alih Bahasa: Benjamin
Molan). Edisi Ketiga belas. Prenhallindo. Jakarta.
. 2016. Manajemen Pemasaran. Jilid 1 (Alih Bahasa: Bob Sabran). Edisi Ketiga belas.
Erlangga. Jakarta.
Listiono, Florencia Irene Sari dan Sugiarto, Sugiono. 2015. “Pengaruh Store Atmosphere
terhadap Loyalitas Konsumen dengan Kepuasan Konsumen sebagai Variabel Intervening
di Libreria Eatery Surabayaâ€. Jurnal Manajemen Pemasaran PETRA. Vol.1, No.1, hlm.1-
Universitas Kristen Petra. Surabaya.
Setiadi, Gunung, W. Handoyo Djoko dan Ngatno. 2015. “Pengaruh Emotional Branding, Nilai
Pelanggan dan Citra Merek terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan
J.CO Java Mall Semarangâ€. Jurnal Administrasi Bisnis. Vol.4, No.4, hlm.1-14.
Universitas Diponergoro. Semarang.
Solomon, Michael, R. Gary Bamossy dan Askegaard. 2010. Consumer Behavior: A European
Perspective. Fourht Edition. Prentice Hall. New Jersey.
Suhasto, RB.Iwan Noor. 2018. “Pengaruh Kualitas Pelayanan dan Kedekatan Emosional
terhadap Loyalitas Nasabahâ€. Jurnal Inspirasi Bisnis & Manajemen. Vol.2, No.1, hlm.55-
Universitas Swadaya Gunung Jati. Madiun.
Sumarwan, Ujang. 2011. Perilaku Konsumen: Teori dan Penerapannya dalam Pemasaran.
Ghalia Indonesia. Bogor.
Tjiptono. 2012. Strategi Pemasaran. Edisi Ketiga. Andi. Yogyakarta.
Downloads
Published
Issue
Section
License
Copyright (c) 2020 Devi Kurnia Pertiwi, Marjam Desma Rahadhini, Marjam Desma Rahadhini, Retno Susanti, Retno Susanti
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who publish this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors can separately make additional contractual arrangements for non-exclusive distribution published by the journal (e.g., publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are allowed and encouraged to send their work via online (e.g., in the institutional repositories or their website) after published by the journal.
