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The Influence of Service Quality and Store Atmosphere on Customer Loyalty through Customer Satisfaction

Management Analysis Journal · Vol. 7 No. 2 (2018) · pp. 163–170

DOI
10.15294/maj.v7i2.23337
ISSN
2502-1451, 2252-6552
Published
2018-06-06
Publisher
Universitas Negeri Semarang
Language
eng

Abstract

This study aims to determine the direct indirect influence of service quality, store atmosphere and customer satisfaction as an intervening variable on customer loyalty. The population of this research is customer of Martabak Platinum Ruby Pekalongan Cafe. The number of sample is 116 respondents with purpose sampling technique through likert scale questionnaire. Data analysis using descriptive percentage and path analysis. The results show that service quality affect customer loyalty, store atmosphere affect customer loyalty and customer satisfaction influence customer loyalty and mediate the influence of service quality and store atmosphere on customer loyalty.

Collaboration network of the authors

31 authors · 35 co-authorship links

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  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles
Agus WahyudinAffiliation unknown1
Maylia Pramono SariAffiliation unknown1
Trisni SuryariniAffiliation unknown1
Maylia Pramono SariAffiliation unknown1
Muhammad Fathur RozaqAffiliation unknown1
Zainab AzizahAffiliation unknown1
Fredianaika IstantiAffiliation unknown1
Nadia Ingrida KusumaAffiliation unknown1
Rani Hapsari NindyakiranaAffiliation unknown1
Alfiyah NurainiAffiliation unknown1
Muhammad NahdluddinAffiliation unknown1
Kukuh FamiliarAffiliation unknown1
Budhi Ade SulistyoAffiliation unknown1
Muhammad Hisyam NaufalAffiliation unknown1
Dyah Retno AsmoroAffiliation unknown1
Cici Safita SariAffiliation unknown1
Umi AzizahAffiliation unknown1
Brendan EcstasiaAffiliation unknown1
Rani RanitasariAffiliation unknown1
Lely SilviaAffiliation unknown1
Chandra BuanaAffiliation unknown1
Isma PuspitasariAffiliation unknown1
Muhammad Arif KurniawanAffiliation unknown1
Aslama Odilak Ma'arifAffiliation unknown1
Fitria AyuningsihAffiliation unknown1
Septina TambaAffiliation unknown1
Rossa KhasanahAffiliation unknown1
Valiza Lulu IqlimaAffiliation unknown1
Spica SihombingAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/maj/oai, first harvested 6 Nov 2026, last seen 6 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">The Influence of Service Quality and Store Atmosphere on Customer Loyalty through Customer Satisfaction</dc:title>
	<dc:creator>Furoida, Fatin</dc:creator>
	<dc:creator>Maftukhah, Ida</dc:creator>
	<dc:description xml:lang="en-US">This study aims to determine the direct indirect influence of service quality, store atmosphere and customer satisfaction as an intervening variable on customer loyalty. The population of this research is customer of Martabak Platinum Ruby Pekalongan Cafe. The number of sample is 116 respondents with purpose sampling technique through likert scale questionnaire. Data analysis using descriptive percentage and path analysis. The results show that service quality affect customer loyalty, store atmosphere affect customer loyalty and customer satisfaction influence customer loyalty and mediate the influence of service quality and store atmosphere on customer loyalty. </dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2018-06-06</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/maj/article/view/23337</dc:identifier>
	<dc:identifier>10.15294/maj.v7i2.23337</dc:identifier>
	<dc:source xml:lang="en-US">Management Analysis Journal; Vol 7 No 2 (2018): Management Analysis Journal; 163-170</dc:source>
	<dc:source>2502-1451</dc:source>
	<dc:source>2252-6552</dc:source>
	<dc:source>10.15294/maj.v7i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/maj/article/view/23337/11909</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2018 Management Analysis Journal</dc:rights>
</oai_dc:dc>