Main Article Content

Andreas Wahyu Gunawan
Mira Ferisca Beyer


The purpose of this paper is to examine whether there is a relationship between variable stop management support, service culture and service orientation. Where is the service culture is antecedent of service orientation. This case, was also examined the relationship between service orientation, service quality, customer satisfaction and customer loyalty in starbucks coffee cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia. In this study, data were collected through surveys and structural equation modeling is used for data analysis. The number of samples as many as 100
employees and 100 customers starbucks coffee that is divided in cibubur square, cibubur junction, bogor rest area, botani square, and university of indonesia and 100 customers of Starbucks Coffee. Factor analysis with SPSS and structural equation model with AMOS program used to test the hypothesis.The results of this study indicate that the support of top management, the service culture was positively related to service orientation and service quality. However, the service quality to customer satisfaction found a negative relationship.
Then between customer satisfaction and customer loyalty is strong and positively related to each other.
Keywords : Services, Organizational culture, Service quality, Satisfaction, Loyalty.


Download data is not yet available.

Plum Analytics

Article Details



Akgun, A.E., Keskin H., Byrne J., & Aren, S. (2007). Emotional and learning

capability and their impact on product innovativeness and firm performance. Technovation, 27(9), 501513.

Akhtar, Jinea, 2011.Determinants of Service Quality and Their Relationship with Behavioural Outcomes: Empirical Study of the Private Commercial

Banks in Bangladesh.

Barczak, G., Griffin, A., & Kahn K. B. (2009).Perspective: Trends and drivers of success in NPD practices: Results of the 2003 PDMA best practice study. Journal of Product Innovation Management, 26(1), 323.

Boyd, N.M. (2008), ‘‘Lessons for managers and O.D. professionals when

implementing largescalechange’’, Organization Development Journal, Vol. 26 No. 2, pp. 1124.

Camarero, Carmen, 2007. Relationship orientation or service quality? What

is the trigger of performance in financial and insurance services?

Casalo, L.V., Flavian, C. and Guinaliu, M. (2008), “The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formationprocess”, Computers in Human Behavior, Vol. 24 No. 2, pp.

Chen, J., Damanpour, F., & Reilly, R. (2010). Understanding antecedents of new product development speed: A metaanalysis. Journal of Operations

Management, 28(1), 1733.

Cheng, Lai, Yeung, 2008. The Driving Forces of Customer Loyalty: A Study of Internet Service Providers in Hong Kong

Chollet, Barthelemy Chollet., Brion, Sebastien., Chauvet, V incent., Mothe, Caroline., Geraudel, Mickael, 2012.NPD Projects in Search of Top Management Support: The Role of Team Leader Social Capital.

Gebauer, Heiko., Edvardsson, Bo., Bjurko,Margareta., 2010.The impact of

service orientation in corporate culture on business performance in

manufacturing companies.

Gebauer, Heiko,2008.An attentionbased view on service orientation in the business strategy of manufacturing companies.

Haque, Abdul., Anwar, Shamyla., 2011. Culture linking top management support and IT infrastructure with organizational performance: mediating role of knowledge application.

Hermawan, Asep, 2003. Pedoman Praktis Metodologi Penelitian Bisnis, LPFE

Universitas Trisakti, Jakarta.

Hernandez, José G. Vargas.,Reza Noruzi, Mohammad, 2010.A Short Literature Review On Quality Service.

Hochwarter, W., Ferris, G., Zinko, R., Arnell, B., & James, M. (2007). Reputation as a Moderator of Political BehaviorWork Outcomes Relationships: A TwoStudy Investigation With Convergent Results. Journal of Applied Psychology, 92(2), 567576.

Jones, Henry and Dawes Farquhar, Jillian, 2007. Putting it right: service failure and customer loyalty in UK banks

Joseph F. Hair, William C. Black, Barry J. Babin, Rolph E. Anderson, (2009),

Multivariate Data Analysis (7th Edition), Prentice Hall.

Kountur, Ronny. (2005). Statistik Praktis: Pengolahan Data untuk Penyusunan Skripsi dan Tesis. Jakarta: Penerbit PPM.

Landrum, H., Prybutok, V.R., Zhang, X. (2007), “A comparison of Magal’s service quality instrument with SERVPERF”, Information & Management, Vol. 44 No.1, pp.10413.

Luo, X., Homburg, C., Neglected Outcomes of Customer Satisfaction”, Journal of Marketing, Vol. 71,No. 2, April 2007, 133149.

Markovic,Suzana.,Raspor, Sanja.,Segaric, Klaudio, 2010.Customer Satisfaction And Customer Loyalty Measurement In Hotel Settings: An Empirical Analysis.

Moore, Mark E.,M. Konrad, Alison.,Ivey, Richard.,Hunt, Judith., 2010.Creating

a vision boosts the impact of top management support on the employment of managers with disabilities. The case of sport organizations in the USA.

Mosahab, Rahim.,Mahamad, Osman,T. Ramayah, 2010.Service Quality,

Customer Satisfaction and Loyalty: A Test of Mediation

Rod, Michel.,Ashill, Nicholas J, 2010. Management commitment to service

quality and service recovery performance. A study of frontline employees in public and private hospitals.

Schminke, M., A. Arnaud and M. Kuenzi: 2007, ‘ThePower of Ethical Work Climates’, Organisational Dynamics 36, 171–186.

Sekaran, U. (2003). Research Methods for Business (4th ed.). Hoboken, NJ: John Wiley & Sons.

Skinner Beitelspacher, Lauren.,Richey, R. Glenn and Reynolds, Kristy E., 2009. Exploring a new perspective on service efficiency: Service culture in

retail organizations.

Suki, Norazah Mohd, 2012. Examining Factors Influencing Customer Satisfaction And Trust Towards Vendors On The Mobile Internet.

Violeta Urban, Tatiana Puiu, Dumitru Bontas. 2008.Study Regarding the Culture of Large Organizations from Romania in the End of 2008.