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All Journal Kinerja Jurnal Hospitality dan Manajemen Jasa Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Riset Manajemen Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha Program Magister Manajemen Action Research Literate (ARL) Jurnal Keuangan dan Bisnis
Marcus Remiasa
Faculty of Economics, Petra Christian University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Efek Mediasi Kepuasan Pelanggan pada Hubungan Kualitas Layanan dan Produk dengan Loyalitas Pelanggan Restoran Remiasa, Marcus; Hutoyo, Agam Pilar Bajik; Aprilia, Lola
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v11i1.63701

Abstract

The purpose of the study was to obtain empirical evidence of the indirect influence of customer satisfaction in the relationship between service quality and product quality and restaurant customer loyalty. The research sample consisted of 160 respondents who were visitors to Hachi-Hachi Bistro Surabaya. Sample extraction is carried out using a non-probability sampling technique with a purposive sampling type where each customer does not have the same probability to become a research sample. The distribution of questionnaires is carried out in 2 ways, namely offline (face-to-face) and online (using google forms). The research hypothesis was tested using a structural equation model (SEM) with AMOS version 23. The results of this study provide empirical evidence that customer satisfaction mediates the relationship between service quality and product quality with customer loyalty. This study also proves that service quality and product quality have a significant positive effect on customer satisfaction, and subsequently customer satisfaction has a significant positive effect on customer loyalty.
Co-Authors Aprilia, Lola Aprillia, Adriana Auditya, Ernest Kusuma Christianti, Amelia Claudia, Rania Devi Agni Surya, Devi Agni Dicky, Hieronimus Aprillian Gosali, Cindy Hutoyo, Agam Pilar Bajik Jovita Alfonso, Jovita Martjiono, Ricky Pentury, Lourino Valentino Ranciu, Natalia Krissenzia Santoso, Reimons Santoso, Sylvi Pricillia Shelvy Anggraini Wijaya, Shelvy Anggraini Sherly Megawati Ongkoatmodjo, Sherly Megawati Sugianto, Monica Sugiharto, Terry Sugiharto, Terry Verina Onggusti, Verina Vito, Poh Yenny Lukman Zinedine, Jonathan