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All Journal Jurnal Manajemen dan Organisasi Paradigma : Journal of Science, Religion and Culture Studies Pendidikan Bahasa dan Sastra Indonesia Jurnal Ekonomi : Journal of Economic Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Wanastra : Jurnal Bahasa dan Sastra Journal of Economic, Bussines and Accounting (COSTING) Jurnal Pengabdian Masyarakat AbdiMas E-Mabis: Jurnal Ekonomi Manajemen dan Bisnis Jurnal Ilmiah Manajemen Kesatuan Insight Management Journal Jurnal Nasional Manajemen Pemasaran dan SDM Jurnal Ilmiah Wahana Pendidikan Komitmen : Jurnal Ilmiah Manajemen Jurnal Dialogika Manajemen dan Administrasi International Journal of Health and Pharmaceutical (IJHP) International Journal of Economics (IJEC) International Journal of Economics, Management and Accounting Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Pengabdian Masyarakat dan Riset Pendidikan Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah AKSIOMA : Jurnal Sains Ekonomi dan Edukasi Jurnal Cendekia Ilmiah Jurnal Ekonomi, Manajemen, Akuntansi Jurnal Bisnis dan Pemasaran Digital
Nisa, Puspita Chairun
Universitas Esa Unggul
Religion Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Other

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Journal : international journal of economics ijec

 1 
The Effect of Consumer Satisfaction on Loyalty and Word of Mouth in Fast Food Restaurants Among Gen Z Amelia, Rika; Nisa, Puspita Chairun
International Journal of Economics (IJEC) Vol. 4 No. 1 (2025): January-June
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijec.v4i1.1296

Abstract

Customer satisfaction a very important role in marketing strategies that can be implemented by fast food restaurants by presenting high-quality menus and providing optimal service to consumers, fast food restaurants strive to create positive experiences that can increase customer trust. The purpose of this study was to determine how much influence customer satisfaction has on consumer loyalty and Word of Mouth in fast food restaurants among generation Z. This type of research is quantitative with a purposive sampling technique distributed through questionnaires fast food consumer’s restaurant respondents aged 18-27 years and domiciled in the Bekasi area. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this study indicate that the food quality variable has the greatest direct influence on customer satisfaction, then the trust variable does not moderate the relationship between customer satisfaction and customer loyalty. This study contributes to fast food restaurants in maintaining and increasing customer satisfaction can be seen from several factors, namely prioritizing food quality as an effort to improve restaurant quality, especially related to the menu offered. High quality will provide greater customer satisfaction, of course it will be more in demand by generation Z. For further research, researchers plan to expand the research area and look for objects in other fields.
The Effect of Consumer Satisfaction on Loyalty and Word of Mouth in Fast Food Restaurants Among Gen Z Amelia, Rika; Nisa, Puspita Chairun
International Journal of Economics (IJEC) Vol. 4 No. 1 (2025): January-June
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijec.v4i1.1296

Abstract

Customer satisfaction a very important role in marketing strategies that can be implemented by fast food restaurants by presenting high-quality menus and providing optimal service to consumers, fast food restaurants strive to create positive experiences that can increase customer trust. The purpose of this study was to determine how much influence customer satisfaction has on consumer loyalty and Word of Mouth in fast food restaurants among generation Z. This type of research is quantitative with a purposive sampling technique distributed through questionnaires fast food consumer’s restaurant respondents aged 18-27 years and domiciled in the Bekasi area. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this study indicate that the food quality variable has the greatest direct influence on customer satisfaction, then the trust variable does not moderate the relationship between customer satisfaction and customer loyalty. This study contributes to fast food restaurants in maintaining and increasing customer satisfaction can be seen from several factors, namely prioritizing food quality as an effort to improve restaurant quality, especially related to the menu offered. High quality will provide greater customer satisfaction, of course it will be more in demand by generation Z. For further research, researchers plan to expand the research area and look for objects in other fields.
Co-Authors Abadi, Ferryal Aisyah Adini Putri Amelia, Rika Angela, Nofia Angelia, Jeveline Arief Kusuma Aulia Khairunisa Badie Uddin Berliana Waty, Nella Br Barus, Ana Claudia Devi Yusiana Fitri Diana Fajarwati Diyanah, Tiara Awlia Endang Ruswanti Eti Jumiati Fachmi Tamzil Febriyanti, Edelin Hafidz, Gilang Pratama Hamidah Hamidah Harahap, Arman Holby Boy Martua Manurung Idemon, Anggia Febriyana Ika Baskara Jatmiko Jatmiko Juwita, Silvia Ratna Keisia Christea Kimfa, Yosef Kustianti, Nia Nur Kustiawan, Unggul LIA AMALIA Linda Purnama Sari, Linda Purnama Linda Purnamasari Mahadewi, Erlina Puspitaloka Mandala Putra, Juniawan Mauludi, Andri Mohamad Reza Hilmy Muhammad Rizky Muniroh, Muniroh Noviandi Noviandi, Noviandi Nugroho, Oktian Fajar Nurazis, Epin Oktaviani, Nurul Ozays , Mehmet Pamungkas, Ario Pandiangan, Ferawita Perdana, Ilham Akbar Putra Permata, Kian Getti Prakoso Piannisa Alma Riania Pradinka Shanditya Nugraha Rahayu, Wati Ria Estiana Saepudin, Ahmad Sembiring, Timothy Hudson Silviana Mustikawati, Intan Siti Latifah Sulaeman, Iman Sundring Pantja Djati Suryari Purnama Tantri Yanuar Rahmat Syah Timothy Hudson Sembiring Triadinda , Dexi Unggul Kustiawan Baskara Veni Helen Virgita Hutagalung Wafa, Husna El Waslam Waslam, Waslam Widia Irawan Youna Chatrine Bachtiar