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All Journal Journal of Business and Management El-Mujtama: Jurnal Pengabdian Masyarakat
Natalie, Gabriella
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences

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ANALYZING THE ROLE OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN SHAPING CUSTOMER LOYALTY: CASE STUDY OF SOLARIA MALL KELAPA GADING Natalie, Gabriella; Belgiawan, Prawira Fajarindra
Journal of Business and Management Vol 7, No 3 (2018)
Publisher : Journal of Business and Management

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Abstract

Abstract.Competition between restaurants has given too many choices for consumers of the products provided as the food industry grows. One of the most fundamental factors to survive in fierce competition is the service provided to the customers. The service provided to the customers leads to customer satisfaction, and further leads to customer loyalty. So that customer loyalty could not be separated from various factors such as perceived service quality and customer satisfaction. This study examines the effect of service quality on customer satisfaction in forming customer loyalty in Solaria Mall Kelapa Gading. Respondents for this research are 100 consumers in Solaria Mall Kelapa Gading, Jakarta. Sampling method used is non-probability sampling with convenience sampling technique. The sampling result is processed by using path analysis technique. According to this study, service quality has a significant influence on customer satisfaction and customer satisfaction also has a significant influence on customer loyalty. Customer satisfaction also plays a mediation role between service quality and customer loyalty.Keyword: service quality, customer satisfaction, customer loyalty.   
Membangun Jiwa Kewirausahaan melalui Pelatihan dan Pendampingan Kewirausahaan bagi Anak-anak Panti Asuhan ‘Aisyiyah Nur Fauzi Nurul Aini, Khadijah; Saleh, Mustaruddin; Agustina, Devita; Natalie, Gabriella; Sal Sabila, Aulia; Rizky Ananda Putri, Gita
El-Mujtama: Jurnal Pengabdian Masyarakat  Vol. 5 No. 1 (2025): El-Mujtama: Jurnal Pengabdian Masyarakat
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmujtama.v5i1.5632

Abstract

This community service activity is motivated by a problem, specifically the lack of entrepreneurial experience in orphanage children. Entrepreneurial activity is an important factor in improving community welfare. In accordance with the vision and mission of ‘Aisyiyah Nur Fauzi Orphanage, which is to train orphanage children to become independent, this entrepreneurial service activity is in line with the vision and mission. But in reality, the experience of orphanage children in entrepreneurship is very limited due to the lack of facilities owned. The implementation of this series of activities using lecture and practice methods. This service activity involves orphanage children through training and mentoring in entrepreneurial activities, starting from introducing entrepreneurship, practicing making business products for accessories and spring rolls, designing posters and logos, promotion, determining capital and setting price, selling and marketing the products they made to consumers. The results of this service activity provide new knowledge and experience in entrepreneurship for orphanage children so that they gain new experiences regarding entrepreneurial training. This service is expected to have a positive impact in an effort to create a young generation that has entrepreneurial knowledge and skills, and can make a creative and innovative person to face obstacles in the future.
Co-Authors Agustina, Devita Belgiawan, Prawira Fajarindra Nurul Aini, Khadijah Rizky Ananda Putri, Gita Sal Sabila, Aulia Saleh, Mustaruddin