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All Journal Jurnal Social Economic of Agriculture AGRISE Habitat Jurnal Penelitian Pendidikan IPA (JPPIPA) Jurnal Ekonomi dan Bisnis JEPA (Jurnal Ekonomi Pertanian dan Agribisnis) Anjoro : International Journal of Agriculture and Business Indonesian Collaboration Journal of Community Services (ICJCS)
Wahyuningtyas, Agustina Shinta Hartati
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Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Materials Science & Nanotechnology Physics Social Sciences Other

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Journal : AGRISE

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THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION, CUSTOMER DELIGHT AND CONSUMER LOYALTY AT LEGENDARY RESTAURANTS IN MALANG CITY Riyadi, Sahrul Dwi; Wahyuningtyas, Agustina Shinta Hartati; Andriani, Dwi Retno
Agricultural Socio-Economics Journal Vol. 23 No. 4 (2023): OCTOBER
Publisher : Socio-Economics/Agribusiness Department

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.agrise.2023.023.4.3

Abstract

The competition in the restaurant industry is very tight, with many competitors that have sprung up with various strategies, such as providing the best quality of service to their consumers. This is also experienced by legendary restaurants A, B, C, and D, which have been selling culinary specialties of Malang City for decades with recipes that have been passed down from generation to generation. The experience of non-optimal service quality will affect customer satisfaction and can affect the level of consumer loyalty to legendary restaurants. Therefore, it is very important to conduct this research to determine the effect of service quality on customer satisfaction and loyalty, as well as the role of brand image in moderating it. This research was analyzed using SEM-PLS with 100 respondents. This research shows that the service quality provided by the four restaurants has a positive and significant impact on customer satisfaction, customer delight, and customer loyalty because the quality of service provided by the four restaurants is considered good.
Co-Authors Abdul Wahib Muhaimin Anisa Aprilia Ashif, Faiz Salas Berlian, Gladys Budi Setiawan Dwi Retno Andriani Kusuma, Putra Gylang Rachmad Miftahul Jannah Nasa, Alda Rizkino Wega Intan Novi Haryati Nuhfil Hanani Pangaribuan, Dinda Aulia Sari Pramesti, Amelia Putri Prasetyaningrum, Dian Islami Rahma, Tazkiyah Hasti Paramita Riyadi, Sahrul Dwi Riyanti Isaskar Setiawan, Nisrina Marlita Setiawati, Nia Rahmi Ulinnuha, Husna