Main Article Content
Abstract
Purpose – This study investigates how service quality and promotion influence customer loyalty through the mediating role of customer satisfaction in the rapidly expanding halal coffee shop sector in Indonesia. Recent shifts in consumer behavior toward value-driven, ethical, and sustainability-oriented consumption have repositioned loyalty as a strategic indicator of long-term business resilience in Muslim-majority markets. Drawing on SERVQUAL, Expectation–Confirmation Theory, and principles of Shariah service ethics, this research employs a quantitative approach using 100 valid responses collected through non-probability and accidental sampling.
Method – Data were analyzed using descriptive statistics, path analysis, and Sobel testing to assess the significance of the mediating effects.
Findings – The findings show that service quality and promotion positively and significantly affect customer satisfaction and loyalty, while satisfaction itself serves as a strong mediating mechanism that strengthens the indirect effects of both predictors..
Pratical Implication – This study contributes theoretically by integrating Islamic ethical perspectives into mainstream loyalty models, and practically by offering sustainability-driven implications for halal-based service enterprises.
Originality/value – These results highlight the strategic importance of delivering trustworthy, ethical, and sustainable service experiences aligned with Shariah values to cultivate long-term customer attachment
Keywords
Article Details
References
- Aprileny, I., Rochim, A ., & Emarawati, J.A.(2022). Pengaruh Kualitas Pelayanan, Harga, dan Kepercayaan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan (Studi pada Pelanggan Grab Bike SMA Islam Al- Azhar 4). Jurnal STEI Ekonomi (JEMI), 33(2), 60-76. http://dx.doi.org/10.36406/jemi.v31i02.545
Arianto, N., & Kurniawan, F. (2021). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Loyalitas dengan Kepuasan Sebagai Variabel Intervening (Studi Home Industri Produk Pakaian Sablon & Bordir). Jurnal Pemasaran Kompetitif, 4(2), 254-268. https://doi.org/10.32493/jpkpk.v4i2.9647
Aswar, N.F., Haeruddin, M.I.W., Kurniawan, A.G., & Natsir, U.D. (2022). Pengaruh Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Transportasi Online Go-Jek (Studi Kasus pada Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Negeri Makassar). EQUITY: Jurnal Ekonomi, Manajemen da Akuntansi, 17(2), 6-11.
Aulia, R., Syamsudin, A.,& Sintani, L. (2023). Kualitas Layanan dan Promosi Terhadap loyalias Melalui Kepuasan (STUDI Pelanggan Café One More Palangka Raya). Edunomics Journal, 4(2), 177-189.http://dx.doi.org/10.37304/ej.v4i2.10060
Haryanti, D.S. Hermawanti,N., Prilyana, C., & Anggiani, S. (2024). The Influence of Service Quality and Promotion on Consumer Loyalty Through Customer Satisfaction as an Intervening Variable. Jurnal Bisnis Strategi, 33(1), 71-93. https://doi.org/10.14710/jbs.33.1.71-93
Kotler & Keller, K.L. (2016). Manajemen Pemasaran. Edisi Global ke-15. New York: Pearson Education.
Laksana, M.F. (2019). Praktis Memahami Manajemen Pemasaran. Sukabumi: CV. Al Fath Zumar.
Priansa, D.J. (2017). Perilaku Konsumen dalam Bisnis Kontemporer. Bandung: Alfabeta.
Putra, A.W.P., & Sugiyono.(2022). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Jurnal Ilmu dan Riset Manajemen, 11(2), 1-17.
Rachmad, Y.Z & Djawoto (2023). Pengaruh Promosi, Kualitas Pelayanan, dan Kepercayaan Terhadap Loyalitas Pelanggan yang di Mediasi Kepuasan Pelanggan. Jurnal Ilmu dan Riset Manajemen, 12(8), 1-20.
Rahmawati, E., Sudarijati., & Yulianingsih. (2024). Customer Satisfaction is Based on Service Quality, Price, and Promotion (Case Study on The Gazebo Café Bogor)”. International Journal Of Education Sciences (IJELS), 2(8), 972-983. https://doi.org/10.59890/ijels.v2i8.2292
Srisusilawati,P., Burhanudin, J., Ferlina, A., Trenggana, M., Anto, M.A., & Kusuma, G.P.E. (2023). Loyalitas Pelanggan. Bandung: Widina Bhakti Persada Bandung.
Tjiptono, F. (2022). Manajemen Stategi dan Strategi Kepuasan Pelanggan. Yogyakarta: Andi Offset.
References
Arianto, N., & Kurniawan, F. (2021). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Loyalitas dengan Kepuasan Sebagai Variabel Intervening (Studi Home Industri Produk Pakaian Sablon & Bordir). Jurnal Pemasaran Kompetitif, 4(2), 254-268. https://doi.org/10.32493/jpkpk.v4i2.9647
Aswar, N.F., Haeruddin, M.I.W., Kurniawan, A.G., & Natsir, U.D. (2022). Pengaruh Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Transportasi Online Go-Jek (Studi Kasus pada Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Negeri Makassar). EQUITY: Jurnal Ekonomi, Manajemen da Akuntansi, 17(2), 6-11.
Aulia, R., Syamsudin, A.,& Sintani, L. (2023). Kualitas Layanan dan Promosi Terhadap loyalias Melalui Kepuasan (STUDI Pelanggan Café One More Palangka Raya). Edunomics Journal, 4(2), 177-189.http://dx.doi.org/10.37304/ej.v4i2.10060
Haryanti, D.S. Hermawanti,N., Prilyana, C., & Anggiani, S. (2024). The Influence of Service Quality and Promotion on Consumer Loyalty Through Customer Satisfaction as an Intervening Variable. Jurnal Bisnis Strategi, 33(1), 71-93. https://doi.org/10.14710/jbs.33.1.71-93
Kotler & Keller, K.L. (2016). Manajemen Pemasaran. Edisi Global ke-15. New York: Pearson Education.
Laksana, M.F. (2019). Praktis Memahami Manajemen Pemasaran. Sukabumi: CV. Al Fath Zumar.
Priansa, D.J. (2017). Perilaku Konsumen dalam Bisnis Kontemporer. Bandung: Alfabeta.
Putra, A.W.P., & Sugiyono.(2022). Pengaruh Kualitas Pelayanan dan Promosi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Jurnal Ilmu dan Riset Manajemen, 11(2), 1-17.
Rachmad, Y.Z & Djawoto (2023). Pengaruh Promosi, Kualitas Pelayanan, dan Kepercayaan Terhadap Loyalitas Pelanggan yang di Mediasi Kepuasan Pelanggan. Jurnal Ilmu dan Riset Manajemen, 12(8), 1-20.
Rahmawati, E., Sudarijati., & Yulianingsih. (2024). Customer Satisfaction is Based on Service Quality, Price, and Promotion (Case Study on The Gazebo Café Bogor)”. International Journal Of Education Sciences (IJELS), 2(8), 972-983. https://doi.org/10.59890/ijels.v2i8.2292
Srisusilawati,P., Burhanudin, J., Ferlina, A., Trenggana, M., Anto, M.A., & Kusuma, G.P.E. (2023). Loyalitas Pelanggan. Bandung: Widina Bhakti Persada Bandung.
Tjiptono, F. (2022). Manajemen Stategi dan Strategi Kepuasan Pelanggan. Yogyakarta: Andi Offset.