Consumer Loyalty: Influence of Servicescape, Service Quality, and Lifestyle through Consumer Satisfaction

https://doi.org/10.35912/sakman.v5i3.4522
Published: Jan 5, 2026

Abstract:

Purpose: This research analyses Consumer Loyalty Influenced by Servicecape, Service Quality, and Lifestyle Through Consumer Satisfaction in Koda Bar Jakarta.

Methodology: This study involved 92 respondents as samples, with the Accidental Sampling technique used for sampling. We use the Path Analysis method to overcome this problem. This technique allows direct and indirect estimation with the help of the IBM SPSS application.

Result: In Stucture 1, Servicescape, Service Quality, and Lifestyle simultaneouly impact Consumer Satisfaction. However, only Service Quality and Lifestyle have a significant partial effect on Consumer Satisfaction, whereas Servicescape does not. In Structure 2, Servicescape, Service Quality, Lifestyle, and Consumer Satisfaction collectively influence Consumer Loyalty. Yet, only Servicescape and Lifestyle significantly affect Consumer Loyalty, while Service Quality and Consumer Satisfaction do not. Additionally, Servicescape, Service Quality, and Lifestyle do not indirectly affect consumer loyalty through consumer satisfaction, as evidenced by the Sobel test results, which show no mediating effect.

Conclusion: Service Quality and Lifestyle influence satisfaction, while loyalty is driven by Servicescape and Lifestyle. Satisfaction does not serve as a mediator. These findings highlight the importance of service quality, understanding customer lifestyles, and optimizing the bar’s physical environment.

Limitations: This study is limited to one research object only, and has not considered other variables that may also affect consumer loyalty, such as price or promotion.

Contribution: This study contributes to the understanding of how factors such as servicescape, service quality, and lifestyle can affect consumer satisfaction and loyalty in the entertainment and hospitality industry, and provides suggestions for entrepreneurs to design better consumer experiences.

Keywords:
1. Consumer Loyalty
2. Consumer Satisfaction
3. Lifestyle
4. Servicecaps
5. Service Quality
Authors:
1 . Revalino Tigor Hasudungan
2 . Jamaludin Khalid
3 . Masrina Gultom
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How to Cite
Hasudungan, R. T., Khalid, J., & Gultom, M. (2026). Consumer Loyalty: Influence of Servicescape, Service Quality, and Lifestyle through Consumer Satisfaction. Studi Akuntansi, Keuangan, Dan Manajemen, 5(3), 603–615. https://doi.org/10.35912/sakman.v5i3.4522
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Issue & Section
Vol. 5 No. 3 (2026): January
Articles
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References

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    Engel, R. B., & PW Miniard. (1993). Perilaku Konsumen (FX Budyanto (ed.); Jilid 1). Jakarta: Bina Seni Rupa Aksara.

    Ernest Grace, Rosita Manawari Girsang, Sudung Simatupang, Vivi Candra, & Novelyn Sidabutar. (2021). Product Quality And Customer Satisfaction And Their Effect On Consumer Loyalty. International Journal of Social Science, 1(2), 69–78. https://doi.org/10.53625/ijss.v1i2.138

    Gani, N. S., Hidayanti, I., & Damayanti, R. (2022). the Effect of Product Innovation and Servicescape on Customer Loyalty Through Customer Satisfaction At Lain Hati Coffee Shop in Ternate. Journal of Management and Islamic Finance, 2(1), 89–104. https://doi.org/10.22515/jmif.v2i1.5242

    Han, H., & Back, K. J. (2007). Assessing customers’ emotional experiences influencing their satisfaction in the lodging industry. Journal of Travel and Tourism Marketing, 23(1), 43–56. https://doi.org/10.1300/J073v23n01_04

    Imanuella, K. L., & Budiono, A. (2023). Analysis Of Consumer Loyalty Which Servicescape And Lifestyle Influenced With Consumer Satisfaction As A Mediating Variable 1,2). International Journal of Economic Research and Financial Accounting (IJERFA), 1(3), 135–145. https://ijerfa.afdifaljournal.com/index.php/ijerfa/article/view/39/37

    Isnania, F. N., & Aris Budiono. (2022). Kepuasan Pengunjung Taman Impian Jaya Ancol yang Di Pengaruhi Daya Tarik Wisata, Life Style Dengan Persepsi Harga Sebagai Variabel Mediasi. MAMEN: Jurnal Manajemen, 1(3), 319–333. https://doi.org/10.55123/mamen.v1i3.683

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    Khanifah, A. N., & Budiono, A. (2022). Customer Loyalty Analysis Affected by Location and Promotion through Purchase Decisions and Customer Satisfaction. Ilomata International Journal of Management, 3(3), 417–428. https://doi.org/10.52728/ijjm.v3i3.520

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    Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer. Routledge. https://doi.org/10.4324/9781315700892

    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). servqual: a multiple-item scale for measuring consumer perception of service quality. Pathologie Biologie, 31(5), 446–450.

    Pranantha, K. A. S., & Subawa, N. S. (2019). Lifestyle Marketing, Brand Personality, Brand Image, Customer Satisfaction, Customer Loyalty dan Impulse Buying. Jurnal Manajemen Bisnis, 16(4), 116. https://doi.org/10.38043/jmb.v16i4.2255

    Prasetijo, R., & Lhalauw, J. J. O. . (2005). Perilaku konsumen (VI). Andi.

    Purnama, N. (2006). Manajemen Kualitas (Pertama). Ekonisia.

    Putri, W. Y., & Nuri, P. (2023). Impact of Creativity and Lifestyle on Customer Satisfaction in Event Planning Services: A Quantitative Study. Indonesian Journal of Law and Economics Review, 18(3), 1–11.

    Sihombing, D. B., Rini, E. S., & Situmorang, S. H. (2023). Effect of Perceived Service Quality, Servicescape and Perceived Value on Customer Loyalty through Customer Satisfaction: A Case Study of Waiting List Coffee Medan, Indonesia. Frontiers in Business and Economics, 2(2), 87–95. https://doi.org/10.56225/finbe.v2i2.224

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    Soliha, E., Aquinia, A., Hayuningtias, K. A., & Ramadhan, K. R. (2021). The Influence of Experiential Marketing and Location on Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 1327–1338. https://doi.org/10.13106/jafeb.2021.vol8.no3.1327

    Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847

    Sutarso, P. J. A., & Suyanto, A. (2019). Analisis Pengaruh Citra Merek Dan Kepercayaan Merek Terhadap Loyalitas Konsumen Pada Marketplacedi Indonesia. E-Proceeding of Management, 6(2), 2061–2068.

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    Tjiptono, F., & Chandra, G. (2017). Pemasaran Strategik. CV Andi Offset.

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  7. Gani, N. S., Hidayanti, I., & Damayanti, R. (2022). the Effect of Product Innovation and Servicescape on Customer Loyalty Through Customer Satisfaction At Lain Hati Coffee Shop in Ternate. Journal of Management and Islamic Finance, 2(1), 89–104. https://doi.org/10.22515/jmif.v2i1.5242
  8. Han, H., & Back, K. J. (2007). Assessing customers’ emotional experiences influencing their satisfaction in the lodging industry. Journal of Travel and Tourism Marketing, 23(1), 43–56. https://doi.org/10.1300/J073v23n01_04
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  10. Isnania, F. N., & Aris Budiono. (2022). Kepuasan Pengunjung Taman Impian Jaya Ancol yang Di Pengaruhi Daya Tarik Wisata, Life Style Dengan Persepsi Harga Sebagai Variabel Mediasi. MAMEN: Jurnal Manajemen, 1(3), 319–333. https://doi.org/10.55123/mamen.v1i3.683
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  29. Putri, W. Y., & Nuri, P. (2023). Impact of Creativity and Lifestyle on Customer Satisfaction in Event Planning Services: A Quantitative Study. Indonesian Journal of Law and Economics Review, 18(3), 1–11.
  30. Sihombing, D. B., Rini, E. S., & Situmorang, S. H. (2023). Effect of Perceived Service Quality, Servicescape and Perceived Value on Customer Loyalty through Customer Satisfaction: A Case Study of Waiting List Coffee Medan, Indonesia. Frontiers in Business and Economics, 2(2), 87–95. https://doi.org/10.56225/finbe.v2i2.224
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