PENGARUH MOBILE SERVICE QUALITY DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN COFFE FASTE BERDASARKAN PERSPEKTIF BISNIS ISLAM (STUDI DI COFFE FASTE RAJABASA BANDAR LAMPUNG)

RAHARDI, SAHATMAN (2025) PENGARUH MOBILE SERVICE QUALITY DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN COFFE FASTE BERDASARKAN PERSPEKTIF BISNIS ISLAM (STUDI DI COFFE FASTE RAJABASA BANDAR LAMPUNG). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK eksis. Dengan meningkatnya persaingan dan kemunculan banyak coffee shop baru, Coffe Faste perlu melakukan upgrade bisnis untuk tetap Salah satu strategi yang diterapkan adalah mengintegrasikan unsur digitalisasi dan mengubah konsep layanan agar sesuai dengan preferensi generasi saat ini. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh mobile service quality terhadap loyalitas pelanggan di Coffe Faste, pengaruh customer relationship management terhadap loyalitas pelanggan di Coffe Faste, pengaruh mobile service quality terhadap kepuasan pelanggan di Coffe Faste, pengaruh customer relationship management terhadap kepuasan pelanggan di Coffe Faste, pengaruh kepuasan pelanggan terhadap loyalitas pelanggan Coffe Faste, pengaruh mobile service quality terhadap loyalitas pelanggan melalui kepuasan pelanggan di Coffe Faste, pengaruh customer relationship management terhadap loyalitas pelanggan melalui kepuasan pelanggan di Coffe Faste, dan hubungan antara Mobile Service Quality dan Customer Relationship Management terhadap loyalitas pelanggan melalui kepuasan pelanggan berdasarkan perspektif bisnis islam. Metode penelitian yang digunakan adalah metode kuantitatif. Dengan jumlah sampel sebanyak 96. Metode pengumpulan data melalui kuesioner, observasi, dan dokumentasi. Dengan alat analisis yang digunakan adalah SmarPLS. Hasil menunjukan bahwa Mobile Service Quality berpengaruh signifikan terhadap Loyalitas Pelanggan Coffe Faste. Customer Relationship Management tidak berpengaruh terhadap Loyalitas Pelanggan Coffe Faste. Mobile Service Quality berpengaruh signifikan terhadap Kepuasan Pelanggan Coffe Faste. Customer Relationship Management berpengaruh signifikan terhadap Kepuasan Pelanggan Coffe Faste. Kepuasan Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan Coffe Faste. Mobile Service Quality tidak berpengaruh terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Coffe Faste. Customer Relationship Management berpengaruh signifikan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Coffe Faste. Tidak terdapat hubungan antara Mobile Service Quality dan Customer Relationship Management terhadap loyalitas pelanggan melalui kepuasan pelanggan berdasarkan perspektif bisnis islam. Kata Kunci : Customer Relationship Management, Kepuasan Pelanggan, Loyalitas Pelanggan, Mobile Service Quality. ABSTRACT With increasing competition and the emergence of many new coffee shops, Coffee Faste needs to upgrade its business to stay in existence. One of the strategies implemented is to integrate digital elements and change the service concept to suit the preferences of the current generation. The purpose of this study is to determine the effect of mobile service quality on customer loyalty at Coffee Faste, the effect of customer relationship management on customer loyalty at Coffee Faste, the effect of mobile service quality on customer satisfaction at Coffee Faste, the effect of customer relationship management on customer satisfaction at Coffee Faste, the effect of customer satisfaction on customer loyalty at Coffee Faste, the effect of mobile service quality on customer loyalty through customer satisfaction at Coffee Faste, the effect of customer relationship management on customer loyalty through customer satisfaction at Coffee Faste, and the relationship between Mobile Service Quality and Customer Relationship Management on customer loyalty through customer satisfaction based on an Islamic business perspective. The research method used is a quantitative method. With a sample size of 96. Data collection methods through questionnaires, observations, and documentation. With the analysis tool used is SmarPLS. The results show that Mobile Service Quality has a significant effect on Coffee Faste Customer Loyalty. Customer Relationship Management has no effect on Coffee Faste Customer Loyalty. Mobile Service Quality has a significant effect on Coffee Faste Customer Satisfaction. Customer Relationship Management has a significant effect on Coffee Faste Customer Satisfaction. Customer Satisfaction has a significant effect on Coffee Faste Customer Loyalty. Mobile Service Quality has no effect on Customer Loyalty through Coffee Faste Customer Satisfaction. Customer Relationship Management has a significant effect on Customer Loyalty through Coffee Faste Customer Satisfaction. There is no relationship between Mobile Service Quality and Customer Relationship Management on customer loyalty through customer satisfaction based on Islamic business perspective. Keywords: Customer Relationship Management, Customer Satisfaction, Customer Loyalty, Mobile Service Quality.

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