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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis
Alvin Randy Maurith
Universitas Ciputra Surabaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Other

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Strategies To Increase Customer Retention By Improving Product And Service Quality In Food Franchises Alvin Randy Maurith; Teofilus Teofilus; Yuli Kartika Dewi
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 14 No 4 (2026): October
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v14i4.11228

Abstract

The present study is focused on exploring strategies to improve product and service quality in the context of food franchises alongside the impact on customer retention. In this competitive industry, customer retention is a major challenge, hence, this study adopted a quantitative method combining SEM-PLS with SmartPLS 4. The results showed both product and service quality have a positive and significant effect on customer satisfaction, which also impacted customer retention. In this context, customer satisfaction has been proven to mediate the effect of product and service quality on customer retention. The results showed that customer satisfaction played a significant role in increasing customer retention in food franchise businesses.
Co-Authors Teofilus Teofilus Yuli Kartika Dewi