The Influence of Service Quality and Customer Satisfaction on

Switching Intention

Kopi JanjiJiwa

Sunter Jakarta Utara

Koerniawan Hidajat and Juliana Dwi Ananda

Universitas 17 August 1945 Jakarta, Indonesia

Keywords: Service Quality, Customer Satisfaction,

witching Intention.

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.

1 INTRODUCTION

“JanjiJiwa” coffee shop is one of the coffee shops in

Indonesia. “JanjiJiwa” is an original Indonesian

coffee owned by PT. Luna Narayan Boga, which was

first founded by Billy Kurniawan, became a business

owner in 2018. Since its inception, Kopi "JanjiJiwa"

has created its own delicious coffee brand and uses its

classic taste for coffee lovers in Indonesia. Coffee

shop success is inseparable from the performance of

PT. Luna Narayan Catering markets its products.

Among the many coffee shop brands on offer,

“JanjiJiwa” ranks first in the Indonesian coffee shop

survey by the Top Brand Index. In addition, there

needs to be a good marketing strategy, in maximizing

the existing market potential for the "JanjiJiwa"

Coffee shop . In fact, not all coffee shops pay attention

to customer satisfaction. Customer satisfaction has

become one of the main priorities in marketing

because as a significant determinant of repeat sales,

positive words about the satisfaction of enjoying

coffee by word of mouth will make customers in

coffee shops more interested in it. Every consumer

has different preferences for eating and drinking. If

the restaurant provides diverse or varied dishes, it will

make it easier for the coffee shop to attract consumers.

Coffee shops can function as a sign of the quality of

the shop, attracting consumer buying intentions,

including the occurrence of consumer buying

movements.

2 LITERATURE REVIEW

2.1 Quality of Service

The servqual method is a method that is often used to

measure service quality, in the servqual method there

are 5 servqual dimensions that most determine service

quality, namely (Giam and Riza, 2016):

a) Tangibles (physical evidence): physical

facilities, and appearance of personnel.

b) Empathy (empathy): the company's concern

and concern for customers.

c) Responsiveness (responsiveness): the

company's desire to help customers and

promise the right thing.

d) Reliability (reliability): the company's ability

to keep promises and be reliable

150

Hidajat, K. and Ananda, J.

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

DOI: 10.5220/0011977400003582

In Proceedings of the 3rd International Seminar and Call for Paper (ISCP) UTA â

Z45 Jakarta (ISCP UTA’45 Jakarta 2022), pages 150-155

ISBN: 978-989-758-654-5; ISSN: 2828-853X

 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

e) Assurance (assurance): knowledge and

friendliness of the personnel and the ability to

create opinions to be trusted by customers.

2.2 Customer Satisfaction

The indicators used to measure Customer Satisfaction

are as follows (Jaya, 2018):

a) Quality of service provided: Not only

products, the company's service to customers

must also be considered. Customers will feel

satisfied if the company provides good,

friendly, and satisfying service.

b) Product price: Another customer satisfaction

factor is the price of the products we sell.

Customers will feel satisfied, if the price of the

product offered is affordable.

c) Ease of accessing products: Apart from price,

ease of accessing products is another factor in

customer satisfaction. Customers really want

the product to be purchased or obtained in an

easy way.

d) How to advertise a product: Advertising is

very helpful to promote your product. In

addition, advertising can also be one of the

determinants of customer satisfaction.

2.3 Switching Intention

According to (Haryanto, 2013) there are three types

of intentions, namely as follows:

a) Intentions as expectations, namely the

expectations that arise in a person to do

something.

b) Intention as a desire, namely the desire in a

person to do something.

c) Intention as a plan, namely someone's plan to

do something.

2.4 Conceptual Basis of Research

Variables

A concept is an abstraction or picture that is built by

generalizing an understanding. Concepts cannot be

observed, cannot be measured directly. In order to be

observable the concept must be described in the

variables. For example, the concept of natural science

is clearer and more concrete, because it can be known

with the senses. Conceptual framework Variables are

a form of process from the whole process of this

research, namely:

Source: Processed by Researchers

Figure 1: Research Variable Framework.

2.5 Hypothesis

Based on the formulation of the problem, the

hypothesis is:

1 Ho : Service quality does not have the ability

to have a positive influence and does not have

a significant ability to Switching Intentions in

Kopi JanjiJiwa Sunter.

H1: Service quality has the ability to have a

positive and significant effect on Switching

Intention of Kopi Jiwa Jiwa Sunter.

2 Ho : Customer satisfaction does not have the

ability to have a positive and significant effect

on Switching Inntention of Kopi Jiwa Jiwa

Sunter.

H1: Customer Satisfaction has the ability to have

a positive and significant effect on the

Switching Intention of Kopi JanjiJiwa Sunter.

3 METHOD

3.1 Type of Research, Time and

Location of Study

This research is quantitative research with

explanatory research. According to Sugiyono (2017:

6) that: “explanatory research is a research method

that intends to explain the position of the variables

studied and the influence between one variable and

another”. This research was conducted for 3 (three)

months located in Kopi JanjiJiwa Sunter.

3.2 Population and Sample

The population in this study are all users or

consumers of PromiseJiwa Sunter Coffee, North

Jakarta. It is not known how many people from a large

proportion of the population in North Jakarta, because

researchers do not know for sure the rise and fall of

X1 :

QUALITY

X2 :

CUSTOMER

SATISFACTI

Y :

SWITCHI

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

151

the number of visitors to the PromiseJiwa Sunter

Coffee consumers in North Jakarta every day.

Therefore, the researcher used the calculation using

the Lemeshow (1990) formula (Lemeshow et al.,

1990) . The result of the formula calculation is that

the sample size is 96.04 then rounded up to 97

respondents. Sampling technique. This research uses

purposive sampling with consideration of consumers

who have shopped more than 2 times at Kopi

JanjiJiwa Sunter, North Jakarta.

3.3 Data Source

The primary data in this study were obtained directly

from the main source of respondents or consumers of

Kopi JanjiJiwa Sunter, North Jakarta by distributing

questionnaires through Google Form . The second

source, secondary data as additional material comes

from journals, internet data, and Google Sholar and

E-books.

3.4 Data Collection Techniques

This study used a questionnaire with a Likert scale of

1 = strongly disagree (STS), 2 = disagree (TS), 3 =

neutral.

(N), 4 = Agree (S), 5 = strongly agree (SS).

Deployment is done using Google Forms.

3.5 Data Analysis Method

Data processing uses a variant-based SEM

(Structural Equation Modeling ) model or PLS-Path

Modeling.

3.5.1 Validity Test

The outer model test aims to specify the relationship

between latent variables and their indicators. The

outer model test uses the help of the PLS Algorthm

procedure. The analysis phase of the outer model is

measured using validity and reliability testing. Based

on the Rule Of Thumb Convergent Validity Test ,

Outer Loading = > 0.7 Chin (1995) in research

(Hassanah, 2021).

3.5.2 Reliability Test (Outer Models)

To measure the questionnaire said to be reliable or

reliable from the respondents' answers, a method of

measuring reliability is needed based on the opinion

of Chin (1995), the parameter of Cronbach's Alpha

Rule Of Thumb = 0.6 (Hassanah, 2021).

3.5.3 Path Coefficient (Inner Model)

Inner model is a structural model to predict causal

relationships between latent variables. Through the

process bootstrapping , with a T-statistical test scale

to predict a cause-and-effect relationship between

variables. RSquares value 0.67; 0.33 and 0.19 for

endogenous latent variables in the structural model

indicate a strong, moderate, and weak model.

3.5.4 Coefficient of Determination

Hypothesis Testing (R2)

The coefficient of determination (R2) is essentially to

measure how far the ability of the model to explain

the dependent variables.

3.6 Hypothesis Test

In this study, it was obtained by data collection

techniques which would then be processed according

to the type of data, after which it was provided in the

form of tables and figures on statistical methods.

Hypothesis testing between research variables can be

seen from the P value and T statistics. If the T statistic

value shows a number above 1.96 then the effect is

significant or if the P value is below 0.05 the effect is

significant.

4 RESULTS AND DISCUSSION

4.1 Characteristics of Respondents

4.1.1 Respondents by Gender

Based on the results of the study, the characteristics

of respondents based on gender can be seen from the

following table:

Table 1: Respondents by Gender.

Gender Total

Percenta

Number of

Respondents

Man 42.20% 40 people

Woman 58.80% 57 People

Source: Google Form, processed by Researchers, 2022

4.1.2 Respondents by Age

Based on the research results Characteristics of

Respondents by Age can be seen from the following

table:

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152

Table 2: Respondents by Age.

Age Total

Percenta

Number of

Respondents

18 – 25

Years

94.8% 92 People

26 – 30

Years

3.10% 3 people

>30 Years 2.10% 2 persons

Source: Google Form, processed by Researchers, 2022

4.1.3 Respondents by Occupation

Based on the results of the study, the characteristics

of respondents by occupation can be seen from the

following table:

Table 3: Respondents by Occupation

Work Percentage of

Respondents

Number of

Respondents

Private 48.50% 47 people

Student/i 45.40% 44 People

Doesn't wor

4.10% 4 people

Studen

2.10% 2 persons

Source: Google Form, processed by Researchers, 202 2

4.1.4 Respondents by How Often Do You

Visit Kopi Janjijiwa

Table 4: Respondents based on how often you visit Kopi

JanjiJiwa.

How often do

you visit

Promise

Coffee

Percentage of

Respondents

Number of

Respondents

Seldo

56.70% 55 People

Often 37.10% 36 People

Ver

often 6.20% 6 people

Source: Google Form, processed by Researchers, 2022

4.2 Results

The results of the study are the results of tests carried

out using the PLS (Patrial Least Square) method with

the results of validity, reliability (Outer Model) and

research hypothesis testing (Inner Model). Validity

and reliability tests are the results of the outer

loadings test, Cronbach Alpha, Composite reliability,

Discriminant Validity and Average Variance

Extracted (AVE). While the hypothesis test uses the

results of the T-Statistics, and R-Square . test results

Figure 2: SmartPLS 3.3.9, 2022

4.2.1 Outer Loading

The results above can be concluded that the Service

Quality variable (X1), Customer Satisfaction

Variable (X2), and Switching Intention (Y) variable

with the above indicators have a value of more than

0.7 so there is no need to eliminate. So this is in

accordance with the Rule Of Thumb.

4.2.2 Validity and Reliability Test Results

Composite Realibility of Service Quality is 0.913,

Composite Realibility of Customer Satisfaction is

0.931, and Composite Realibility Switching Intention

is 0.941 which means it already has a value of > 0.7.

And it can be concluded that all variables meet the

criteria of reliability. While Cronbach's Alpha of

Service Quality is 0.882 > 0.6 Cronbach's Alpha

Customer Satisfaction is 0.907 > 0.6, and Cronbach's

Alpha Switching Intention is 0.905 > 0.6 the value of

Cronbach's Alpha Rule Of Thumb. it can be

concluded that Cronbach's Alpha Service Quality,

Customer Satisfaction, and Switching Intention are

said to be quite reliable and it can be concluded that

these variables have met the reliability criteria. The

average value (AVE) in this study shows good

validity between the Service Quality variable with a

score of 0.677 > 0.5 AVE value, the Customer

Satisfaction variable with a score of 0.730 > 0.5 AVE

value, and the Switching Intention variable with a

score of 0.841 > 0. ,5 values. it can be said that the

independent variable X on the dependent variable Y

which has an average value of variance (AVE) with a

score greater than > 0.5 is in accordance with the

value of the Rule Of Thumb.

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

153

4.2.3 Discriminant Validity Results

Table 5: Discriminant Validity Test

Customer

satisfaction

Service

Qualit

Switching

ntention

Customer

satisfaction

0.823

Service

Qualit

0.907 0.854

Switching

ntention

0.905 0.725 0.917

Source: SmartPLS 3.3.9

The table above shows that the discriminant

validity > 0.7, the conclusion that the variables X1,

X2 and Y have good validity with the highest score

correlation with themselves compared to other

variables.

4.2.4 R-Square Hasil Results

The R-Square value for the Switching Intention

variable is 0.573. These results indicate that the

Switching Intention variable is 57.3% and the

remaining 4.27%. explained by other variables that

are not hypothesized in the model from the criteria

described above. This R-Square value is included in

the moderate to high category.

4.2.5 Hypothesis Test Results

The first hypothesis (H1) Service Quality on

Switching Intention T-Statistic shows that Service

Quality (X1) on Switching Intention with T-Statistic

value 2.058 > 1.96 T table value and P-Value value

0.040 <0.05 significance value. then these results

indicate that Service Quality (X1) has a positive and

significant effect on Switching Intention (Y). In

accordance with Lestari's research (2019) which

shows that Service Quality and Customer Satisfaction

have a significant negative effect on conversion

intentions, this significant negative meaning is

interpreted if consumers are satisfied with the

services they have used, they will try to minimize the

occurrence of switching intentions.

Pamungkas (2012) states that customer switching

behavior gives consideration when consumers use the

same service but switch from one service provider to

another. The more services the company provides, the

more satisfied consumers will be and will choose to

stay rather than seek services or switch intentions to

other similar companies.

The second hypothesis (H2) Customer

Satisfaction with Switching Intention. T-Statistic

shows that Customer Satisfaction (X2) towards

Switching Intention (Y) with T-Statistic value of

3.295 > 1.96 T table and P-Value value of 0.001

<0.05 significance value. then these results indicate

that Customer Satisfaction has a positive and

significant effect on Switching Intention. The results

of these tests can be interpreted that a Customer

Satisfaction in Kopi JanjiJiwa has the ability to have

a positive effect on Switching Intention, so hypothesis

H2 is accepted. This means that the more Customer

Satisfaction with Kopi Promise Jiwa is increased, the

Switching Intention will decrease or be smaller. This

positive and significant influence is interpreted as

increasing customer satisfaction, the occurrence of

switching intentions is getting smaller or in Yunus'

view (2014) which states that customer satisfaction is

a comparison between consumer perceptions of a

product or service and their respective expectations.

5 CONCLUSIONS

Respondent in study this as many as 97 respondents

with criteria ever _ visit Kopi PromiseJiwa .

Conclusion on study this based on results testing the

hypothesis made use software SmartPLS . So could

taken conclusion as following :

a. Quality Service on Kopi PromiseSoul take

effect positive against Switching Intention . In

Thing this because Quality Service capable

affect the Switching Intention given customer

could in the form of faithfulness customer in

buy product inCoffee PromiseSoul . The more

many services provided _ company ,

consumer will the more satisfied and will

choose for permanent stay than look for

service or switch intention to other similar

companies .

b. Satisfaction Customer take effect positive and

significant against Switching Intention . In

Thing this because Satisfaction Customer

capable influence Switching Intention . The

more satisfaction PromiseSoul coffee

customer upgraded then the switching

intention is getting reduce or small .

Satisfaction is created because of the

atmosphere, a comfortable room that is not too

noisy, internet facilities.

Researcher realize that knowledge and experience

writer good by theoretical and practical limited .

Expected in Century coming could serve results more

researchers _ good with existence a number of eat

about a number of things which include :

ISCP UTA’45 Jakarta 2022 - International Seminar and Call for Paper Universitas 17 Agustus 1945 Jakarta

154

a. Researcher next recommended for add more

lots of relevant literature with research topic

b. Researcher next looking forward to expanding

study with enter variable other , some variable

other are : customer relationship management,

customer experience , electronic word of

mouth, brand image, brand trust, and others

who can measure quality and Satisfaction

Customer .

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