The Influence of Service Quality and Customer Satisfaction on Switching Intention Kopi JanjiJiwa Sunter Jakarta Utara

Koerniawan Hidajat, Juliana Ananda

2022

Abstract

Coffee "JanjiJiwa" original coffee shop from Indonesia and occupies the first survey of Indonesian coffee shops by the Top Brand Index . Success and marketing strategies are needed to occupy the Top Brand Index position , in fact not all coffee shops pay attention to customer satisfaction and service being the main marketing priority, a sign of coffee shop quality attracting consumers, and the occurrence of consumer buying shifts. The purpose of this study is to determine and explain the effect of service quality on the switching intention of "Kopi JanjiJiwa" Sunter, North Jakarta and the effect of customer satisfaction on the switching intention of "Kopi JanjiJiwa" Sunter, North Jakarta. Explanatory research quantitative research method . Questionnaire data collection with a Likert scale . SmartPLS (Partiqal Least Squares) data analysis. The results of the study show that service quality has a positive effect on Switching Intention, if consumers are satisfied with the service then consumers will try to minimize the occurrence of switching intention or when consumers are given consideration there will be no switching to another service provider, meaning that the more services provided by consumers, the more services they provide.

Paper Citation

in Harvard Style

Hidajat K. and Ananda J. (2022). The Influence of Service Quality and Customer Satisfaction on Switching Intention Kopi JanjiJiwa Sunter Jakarta Utara. In Proceedings of the 3rd International Seminar and Call for Paper (ISCP) UTA ’45 Jakarta - Volume 1: ISCP UTA'45 Jakarta; ISBN 978-989-758-654-5, SciTePress, pages 150-155. DOI: 10.5220/0011977400003582

in Bibtex Style

@conference{iscp uta'45 jakarta22,
author={Koerniawan Hidajat and Juliana Ananda},
title={The Influence of Service Quality and Customer Satisfaction on Switching Intention Kopi JanjiJiwa Sunter Jakarta Utara},
booktitle={Proceedings of the 3rd International Seminar and Call for Paper (ISCP) UTA ’45 Jakarta - Volume 1: ISCP UTA'45 Jakarta},
year={2022},
pages={150-155},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011977400003582},
isbn={978-989-758-654-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 3rd International Seminar and Call for Paper (ISCP) UTA ’45 Jakarta - Volume 1: ISCP UTA'45 Jakarta
TI - The Influence of Service Quality and Customer Satisfaction on Switching Intention Kopi JanjiJiwa Sunter Jakarta Utara
SN - 978-989-758-654-5
AU - Hidajat K.
AU - Ananda J.
PY - 2022
SP - 150
EP - 155
DO - 10.5220/0011977400003582
PB - SciTePress