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All Journal Journal of Consumer Science Journal of Consumer Sciences International Journal of Islamic Business and Management Review
Naini, Nurul Fitrianis
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Arts Economics, Econometrics & Finance Education Social Sciences

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The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty Naini, Nurul Fitrianis; Santoso, Sugeng; Andriani, Tanti Stevany; Claudia, Unique Gita; Nurfadillah, Nurfadillah
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.34-50

Abstract

Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.
The Influence of Perceived Organizational Support and Work-Life Balance on Turnover Intention Through Job Satisfaction Naini, Nurul Fitrianis; Riyanto, Setyo
International Journal of Islamic Business and Management Review Vol. 3 No. 2 (2023)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijibmr.v3i2.814

Abstract

This study aims to analyze the effect of Perceived Organizational Support and Worklife Balance on Turnover Intention through Job Satisfaction as a Mediation variable. In this research, PT ABB's permanent employees with a total sample of 62 (sixty two) employees. The data analysis method uses Structural Equation Model-Partial Least Square (SEM-PLS) with SmartPLS 4.0. The results of the study found that Perceived Organizational Support had a positive and significant effect on Job satisfaction, Work-Life Balance had a positive and significant effect on Job Satisfaction, Work-Life Balance had a significant effect on Turnover Intention, Job Satisfaction had a positive but not significant effect on Turnover Intention, Perceived Organizational Support has a positive but not significant effect on Turnover Intention, Perceived Organizational Support has a Positive but Not Significant effect on Turnover Intention through Job Satisfaction. Work-Life Balance has a positive but not significant effect on Turnover Intention through Job Satisfaction. Company leaders are advised to increase Perceived Organizational Support and Work-Life Balance to increase Job Satisfaction which can affect Turnover Intention.
The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty Naini, Nurul Fitrianis; Santoso, Sugeng; Andriani, Tanti Stevany; Claudia, Unique Gita; Nurfadillah, Nurfadillah
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.34-50

Abstract

Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.
Co-Authors Andriani, Tanti Stevany Claudia, Unique Gita Nurfadillah Nurfadillah Setyo Riyanto, Setyo Sugeng Santoso