The role of service quality and knowledge sharing on customer loyalty café bang ciaat in Palangka Raya city
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Published:
May 30, 2023
Keywords:
Customer Loyalty, Knowledge Sharing , Service Quality
Section
Decision Support System
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Abstract
Research in the field of Marketing focuses on Service Marketing to increase Customer Loyalty. This research is based on the Dynamic Capability theory which indicates that a business unit to be able to survive must be evaluated and make business strategies that are relevant to the dynamics of business change, such as maintaining service quality and building business community relationships with knowledge sharing. The research was conducted at the Bang Ciaat café in Palangka Raya City with 100 consumers as a benchmark and analyzed using the SPSS 22 statistical program. The results prove that the important role of service quality and knowledge sharing is to increase customer loyalty, which is 63.7%. The implications of the results can be a reference for Bang Ciaat café business actors, and can become a global reference for business actors in the city of Palangka Raya. Future research can adopt research indicators to increase customer loyalty, so as to expand knowledge in the culinary business
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Nahan, N. . and Kristinae, V. . (2023) “The role of service quality and knowledge sharing on customer loyalty café bang ciaat in Palangka Raya city ”, Jurnal Mantik, 7(1), pp. 423-431. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/3726 (Accessed: 21April2026).
References
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Shaw, J., Giglierano, J., & Kallis, J. (1989). Marketing complex technical products: The importance of intangible attributes. Industrial Marketing Management. https://doi.org/10.1016/0019-8501(89)90020-5
Singh, S. (2017). The knowledge café as a research technique. Electronic Journal of Business Research Methods.
Soebandhi, S., Wahid, A., & Darmawanti, I. (2020). Service quality and store atmosphere on customer satisfaction and repurchase intention. BISMA (Bisnis Dan Manajemen). https://doi.org/10.26740/bisma.v13n1.p26-37
Sofia, E., & Wicaksono, A. (2020). MENGEMBANGKAN STRATEGI PEMASARAN YANG SUKSES UNTUK CLICK CAFE. Jurnal Muhammadiyah Manajemen Bisnis. https://doi.org/10.24853/jmmb.1.1.57-66
Yasir, M., & Majid, A. (2017). Impact of knowledge management enablers on knowledge sharing. World Journal of Entrepreneurship, Management and Sustainable Development. https://doi.org/10.1108/wjemsd-02-2016-0010
Zahra, G. K., & Lutfie, H. (2017). Pengaruh Customer Experience dan Customer Value Terhadap Customer Satisfaction ( Studi Pelanggan Café What ’ s Up di Depok 2017 ). E-Proceeding of Applied Science?: Vol. 3, No. 2 Agustus 2017 Hal 571.
Catulli, M., Cook, M., & Potter, S. (2017). Consuming use orientated product service systems: A consumer culture theory perspective. Journal of Cleaner Production. https://doi.org/10.1016/j.jclepro.2016.09.187
Chaniago, H. (2021). The effect of small business innovation and the role of government on the environment: Evidence from Indonesia. International Journal of Energy Economics and Policy. https://doi.org/10.32479/ijeep.11808
Dubihlela, J., & Van Schaikwyk, P. J. (2014). Small business incubation and the entrepreneurial business environment in South Africa: A theoretical perspective. Mediterranean Journal of Social Sciences. https://doi.org/10.5901/mjss.2014.v5n23p264
Fauzi, R., Mohd Yusoff, M., Roslan, A. R., Ahmad Rozlan, S. N., Marzuki, M. F., Said, M. M., & Jusoff, K. (2023). Measuring the Struggle of Small-Scale Businesses in the COVID-19 Environment. Sustainability (Switzerland). https://doi.org/10.3390/su15054445
Goldberg, M., Pasher, E., & Levin-Sagi, M. (2006). Citizen participation in decision-making processes: Knowledge sharing in knowledge cities. Journal of Knowledge Management. https://doi.org/10.1108/13673270610691206
Hartanto, A., & Andreani, F. (2019). Pengaruh Kualitas Produk, Kualitas Layanan, dan Lingkungan Fisik Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi di De Mandailing Cafe Surabaya. Agora.
Hasanov, M., Zuidema, C., & Horlings, L. G. (2019). Exploring the role of community self-organisation in the creation and creative dissolution of a community food initiative. Sustainability (Switzerland). https://doi.org/10.3390/su11113170
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From service quality to e-service quality: Measurement, dimensions and model. Journal of Management Information and Decision Sciences.
Khadir, F., & Neefa, N. (2019). Service quality of retail cafes-A gap analysis of coffee hangouts. Journal of Advanced Research in Dynamical and Control Systems.
Kristinae, V. (2021). Analisis Customer Satisfying dan Knowledge Sharing Dalam Optimalisasi Formulasi Promotion Pemasaran Produk Lokal di Yogyakarta dan Palangka Raya. Jurnal Pendidikan Ekonomi Undiksha. https://doi.org/10.23887/jjpe.v13i2.41105
Kristinae, V., Wardana, I. M., Giantari, I. G. A. K., & Rahyuda, A. G. (2020). The role of powerful business strategy on value innovation capabilities to improve marketing performance during the covid-19 pandemic. Uncertain Supply Chain Management. https://doi.org/10.5267/j.uscm.2020.8.005
Kusuma, P. N., Trianasari, T., & Rahmawati, P. I. (2022). The Use of Social Media as a Water Tourism Destination Promotional Media at Banjar Hot Spring: Digital Marketing Perspective. International Journal of Social Science and Business. https://doi.org/10.23887/ijssb.v6i2.44073
Morgan, N. A., Whitler, K. A., Feng, H., & Chari, S. (2019). Research in marketing strategy. In Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-018-0598-1
Mustika, H., Eliyana, A., Agustina, T. S., & Anwar, A. (2022). Testing the Determining Factors of Knowledge Sharing Behavior. SAGE Open. https://doi.org/10.1177/21582440221078012
Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences. https://doi.org/10.29244/jcs.7.1.34-50
Palmer, J., Wright, R., Business, J. P.-J. of S., & 2001, U. (2015). Innovation and Competitive Advantage in Small Businesses: Effects of Environments and Business Strategy. Journal of Small Business Strategy.
Pujiyanti, D. Y., Vinsensius Widdy Tri Prasetyo, & Theresia Liris Windyaningrum. (2022). ANALISIS PELUANG DAN PERANCANGAN USAHA KOREAN CAFÉ DI KOTA MADIUN. WALUYO JATMIKO PROCEEDING. https://doi.org/10.33005/waluyojatmiko.v15i1.12
Sari, P. A. (2020). Pengaruh Kualitas Layanan Dan Cafe Atmosphere Terhadap Kepuasan Pelanggan ( Studi Pada Pelanggan Tipo Cafe Surabaya ). Jurnal Pendidikan Tata Niaga (JPTN).
Schiavone, F., Pietronudo, M. C., Sabetta, A., & Ferretti, M. (2022). Total quality service in digital era. TQM Journal. https://doi.org/10.1108/TQM-12-2021-0377
Shaw, J., Giglierano, J., & Kallis, J. (1989). Marketing complex technical products: The importance of intangible attributes. Industrial Marketing Management. https://doi.org/10.1016/0019-8501(89)90020-5
Singh, S. (2017). The knowledge café as a research technique. Electronic Journal of Business Research Methods.
Soebandhi, S., Wahid, A., & Darmawanti, I. (2020). Service quality and store atmosphere on customer satisfaction and repurchase intention. BISMA (Bisnis Dan Manajemen). https://doi.org/10.26740/bisma.v13n1.p26-37
Sofia, E., & Wicaksono, A. (2020). MENGEMBANGKAN STRATEGI PEMASARAN YANG SUKSES UNTUK CLICK CAFE. Jurnal Muhammadiyah Manajemen Bisnis. https://doi.org/10.24853/jmmb.1.1.57-66
Yasir, M., & Majid, A. (2017). Impact of knowledge management enablers on knowledge sharing. World Journal of Entrepreneurship, Management and Sustainable Development. https://doi.org/10.1108/wjemsd-02-2016-0010
Zahra, G. K., & Lutfie, H. (2017). Pengaruh Customer Experience dan Customer Value Terhadap Customer Satisfaction ( Studi Pelanggan Café What ’ s Up di Depok 2017 ). E-Proceeding of Applied Science?: Vol. 3, No. 2 Agustus 2017 Hal 571.
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