The Effect of Service Quality and Facilities on Consumer Loyalty Moderated by Consumer Satisfaction (Harbour Coffee Case Study)

Abstract

In today's fast-paced era, many entrepreneurs compete to get more customers, loyal and able to repurchase the products or services offered. On that basis, this research will examine the quality of service and facilities to consumer loyalty moderated by consumer satisfaction. The research was conducted at the Harbour Coffee shop located on Jl. Taruna Raya No.43B, RT.13/RW.4, Serdang, Kemayoran sub-district, Central Jakarta City. The sample taken in this study amounted to 30 people, including those who often come to the shop. The results show that (1) Service Quality Affects Consumer Loyalty, (2) Facilities Affect Consumer Loyalty, (3) Service Quality and Facilities Affect Consumer Loyalty, (4) Consumer Satisfaction is able to moderate the influence of Service Quality on Consumer Loyalty and (5) Consumer Satisfaction is able to moderate the influence of Facilities on Consumer Loyalty.