PENGARUH KUALITAS JASA TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH KEPUASAN KONSUMEN DI RESTORAN LOTTERIA PLAZA SEMANGGI
DOI:
https://doi.org/10.25170/jm.v14i2.782Kata Kunci:
service quality, customer satisfaction, consumer loyality, mediationAbstrak
This research aims to confirm the effect of service quality on consumer loyalty mediated by customer satisfaction at Lotteria restaurant. In collecting data, the authors distributed 140 questionnaires to respondents whom are Lotteria restaurant visitors using convenience sampling techniques. The collected data was analyzed using path analysis and bootstrapping tests. The results of the study indicate that service quality has a direct influence on loyalty and service quality can have an indirect effect mediated by customer satisfaction.
Referensi
Ghozali, Imam H. (2002). Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, Imam H. (2011). Aplikasi Analisis Multivariate dengan Program IBM SPSS 19. Semarang: Badan Penerbit Universitas Diponegoro.
Kotler, P., & Amstrong, G. (2010). Principles of Marketing (13th ed. ). New Jersey: Prentice-Hall.
Kotler, P., & Keller, K.L. (2006). Marketing Management (12th ed.). Upper Saddle River, N.J: Pearson Prentice Hall.
Malhotra, N.K. (2010). Marketing Research: An Applied Orientation (6th ed.). Upper Saddle River, N.J: Pearson Prentice Hall.
Tjiptono, F., Chandra, Y., & Diana, A. (2004). Marketing Scales. Yogyakarta: ANDI.
Uyanto, S.S. (2009). Pedoman Analisis Data dengan SPSS. Yogyakarta: Graha Ilmu.
Te Tu Yu, Yuh Lin Shean, & Yi Chang Yu. (2011). Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurants. Information Management and Business Review, Vol. 3, No.5, pp 270-279.
Zeithaml, Valerie A., & Bitner, Mary J. (2003). Services Marketing Integrating Customer Focus Across the Firm (3th ed.). New York: McGraw Hill.
Zeithaml, Valerie A., Bitner, Mary J., & Grembler, DD. (2011). Services Marketing Integrating Customer Focus Across the Firm (4th ed.). New York: McGraw. Hill.
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
Authors who publish with this journal agree to the following terms:
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See the Effect of Open Access).
