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Sugeng Santoso
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Journal : Journal of Consumer Science

 1 
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.
Analysis of Healthy Living Behavior, Age, and Income on Gluten-Free Food Consumption Bastiawan, Hertha; Santoso, Sugeng; Sahab, Achmad Indra; Yamin, Abdul; Almira, Beta
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.7.1.51-67

Abstract

This research was triggered by the phenomenon of an increase in people adopting a healthy lifestyle during the COVID-19 pandemic. People who adopt a healthy lifestyle are assumed to consume healthy food such as gluten-free food. Meanwhile, as people grow older and their income improves, the desire to consume gluten-free food also increases. This research aims to analyze healthy behavior, age, and income on the desire to consume gluten-free foods that Logit Model constructed. Gluten-free foods can be defined as foods that do not contain gluten substances such as wheat, and they can be classified as healthy food because people who consume this food can avoid some diseases. The study determined Logit Model and used quantitative methods and convenience sampling based on the SPSS application. From 10 to 12 October 2021, research collected 193 respondents, mainly from the Jabodetabek area. Using Wald Test, the study formed a Logit Model for this relationship. In conclusion, healthy living behavior, age, and income partially and simultaneously influence gluten-free food consumption. By observing this study, entrepreneurs in the food sector are expected to produce gluten-free food.
The Role of Service and Product Quality on Customer Loyalty Taufik, Agus; Santoso, Sugeng; Fahmi, Muhamad Irfan; Restuanto, Faqih; Yamin, Steven
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.7.1.68-82

Abstract

Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.
Co-Authors A.A. Ketut Agung Cahyawan W Ade Yamindago Adhi, Christian Adhiguna, Erlangga Tri Adismar, Ryan Afriliana Kusumadewi Afrisha, Ikma Agung Satrio Nugroho Agus Supriyanto Agus Taufik, Agus Ahmad, Habib Sadewo Aisyah Pratiwi, Nur Aji, Unggul Akhiruddin Akhiruddin Almira, Beta Alvionita, Uci Amalina Sayyidah, Nur Ananda, Jehan Reza Andrean, Dicky Andriani, Tanti Stevany Angger Sri Hertadi Anjela, Lia Antonius Setyadi Aprianto, Yoce Ardiyansah, Ardiyansah Arfiandi, Derri Argadilah, M. Aris Wahyu Murdiyanto Aristo, Nabila Cynthia Arlia Dwi Hapsari Armein Lusi Aryati, Djujuk Asep Saefullah Astriandari, Juni Bahtiar, M. Romi Baqi, M. Puad Abdul Bastiawan, Hertha Basuki Rahmat Masdi Siduppa Budi Tjahjono Budiarto, Mukti Cahyanugraha, Imanuel Cahyati, Iwe Chandrasa Soekardi Chrishardiyan, Febri Claudia, Unique Gita Dewandaru, Ginanjar DEWI SARTIAMI Dewi, Tika Sari Dhaifina, Safira Diah Aryani, Diah Dita Megasari Dj, Trismawan Dody Wahjudi Donna, Lisa Safirah Bella Dudhat, Amitkumar Dyah Purwaningrum Eka Wahyuningsih Erastus, Stephen Erlangga, Heri Erna Wijayanti Etlanda, Khoirul Akbar Euis Nurninawati Fachrully Ade, Agung Fachruroji, Addien Fahmi, Muhamad Irfan Fandhika, Fandhika Fatmawati, Ari Ana Fauzan, Muhammad Nepo Febby J. Polnaya Feri Yulianto Fikri, Muhamad Al Firmansyah Firmansyah H.P, Andrea Handayani, Ratri Henderi Henderi . Henny Henny, Henny Herawani, Febrina Himawan Himawan Hindarsah, Ida I, Gusnar Ilyas Ilyas Indah Sulistyowati, Indah Indriyati, Lilik Tri Irianti, Enjeline Isa, Salmi Mohd Islami, Nisa Fadhila Jenny Huberta Kotta, Chalma Junaidi Junaidi Karuniawan, Rickho Rizky Kauf, Josch Kayani, Indah Kurniawan, Rofiq Kusnadi Kusuma, I Wayan Angga Wijaya Kusumah, Yayi Munara Lestari Santoso, Nuke Puji Lucky Nugroho Macariola, Juli Simon Mahdi, Muhammad Fattah Maheswari, A. Hasnanda Sakina Marampa, Elieser R Marfatah, Muhammad Ramadhani Markus, Suryo Nugroho Martin Tamera, Daniel Martono, Aris Michael Najoan, Junius Minanda, Ratih Mucji, Gita Sofiana Muhammad Fachri Maulana Muhtadi, Yudi Mulyono Mulyono Muntasir, Ibnu Nabila, Efa Ayu Naibaho, Uli Arta Naini, Nurul Fitrianis Negara, Ivan Hadi Prawira Niken Nur Kasim, Niken Nur Nisrina, Safira Fegi Nurfadillah Nurfadillah Nurhidajat, R. Nurhidajat, Raden Ongso, Seselia Padeli Padeli Pambudi, Ghanindo Rachmat Pamungkas, Ragil Asih Pamungkas, Wisnu Ardi Pane, Monika Sarananta Pekih, Mufti Imam Po Abas Sunarya Praja, Adhadi Pramono, Galih Pramudhita, Karunia Burhan Praptana Pratama, Putu Yoga Satya Priscillia Picauly, Priscillia Purbobinuko, Zakharias Kurnia Purnama, Diar Eka Puspita, Kori Putri, Yayang Ristiana Rabbani, Zonar Anjab Rahayu, Eka Fitri Rahman, Diki Arif Rahmani, Ngatoiatu Ramadhan, Aditya Ramadhan, Kresna RAUF, AUNU Restuanto, Faqih Rifaldi, Muhammad Faisal Rinayati Rinayati S, Tantri Sabila, Nurahma Sahab, Achmad Indra Saidah Saputra, Subhan Ahmad Saputro, Agung Dwi Sari, Cempaka Kumala Sarnadi, Sarnadi Sembiring, Adelina Setiawati, Riri Sevtiani, Imaniar Simanjuntak, Ridwan Zulkarnain Panca Putra Soedjarwo, Soedjarwo Sofinda, Sulik Solihin, Dadang SRI HENDRASTUTI HIDAYAT Sri Wahyuning Sugeng Widada Suhaepi, Muhamad Iip Sumantono, Trubus Sumantri, Dicky Sumaryati, Bety Sunandar, Endang Sunarya, Lusyani Susilo, Yanto Sutrisno, Sutrisno Swastantomo, Rizki Syarifah, Linda Syifa, Ghea Ananda Taufik Maulana, Taufik Tjiptogoro Dinarjo Soehari TRI ASMIRA DAMAYANTI Tukhas Shilul Imaroh Uswatun Hasanah Yamin, Abdul Yamin, Steven Yohana Natassha Yolanda, Ega