Article Per Year (5 Year)
p-Index From 2020 - 2025
0
P-Index
This Author published in this journals
All Journal Jurnal Bisnis dan Ekonomi
Iva Atika
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
MENCIPTAKAN KEPUASAN DAN LOYALITAS PELANGGAN MELALUI CITRA DAN SERVICE RECOVERY (Studi pada Restoran Lombok Ijo Semarang) Ken Sudarti; Iva Atika
Jurnal Bisnis dan Ekonomi Vol 19 No 1 (2012): VOL. 19 NO. 1 MARET 2012
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Stikubank

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (157.526 KB)

Abstract

Customer loyalty is considered by many service providers as an important source of competitive advantage.Enhanced cuatomer loyalty in service firms will lead to greater profitability. The objective of this research is toexamine the effect of image of traditional food and service recovery on the effect on customer satisfaction andcustomer loyalty. Research involved 100 customers. By measuring criterion validity and reliability of image andservice recovery, it found that both of them have a good validity and reliability for measuring the customersatisfaction and cuatomer loyalty. By using path analysis, the result revealed that image, service recovery andcustomer satisfaction have direct significantly effects on customer loyalty. The managerial implication of thisresearch is that management of restaurant should build their image, implement service recovery programconsistanly and create customer satisfaction to miantan their customer.Key words: image , service recovery, satisfaction, loyalty
Co-Authors Ken Sudarti