Menguji Loyalitas Pelanggan Restoran | Zendy

Sabar Sabar | Zendy

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Menguji Loyalitas Pelanggan Restoran

Author(s) -

Sabar Sabar

Publication year - 2018

Publication title -

jurnal ekonomi modernisasi

Language(s) - English

Resource type - Journals

eISSN - 2502-4078

pISSN - 0216-373X

DOI - 10.21067/jem.v14i2.2616

Subject(s) - service quality , business , loyalty business model , customer satisfaction , accidental sampling , marketing , reliability (semiconductor) , empathy , service (business) , loyalty , advertising , psychology , population , sociology , power (physics) , physics , demography , quantum mechanics , psychiatry

This study aims to examine the effect of service quality on satisfaction and its impact on the restaurant's ability to build customer loyalty. The sampling method used was accidental sampling. The analysis technique used was SEM PLS. The results showed that the quality of service had an impact on satisfaction which led to an increase in restaurant customer loyalty. Managerial implications of research results should be that managers or restaurant owners could improve service quality through reliability, responsiveness, assurance, empathy, tangible so that customer satisfaction increases so that it had an impact on customer loyalty.

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