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All Journal Jurnal Ekonomi : Journal of Economic Journal of Economics, Business, & Accountancy Ventura Jurnal Pengabdian Masyarakat AbdiMas Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Majalah Ilmiah Bijak International Journal Of Science, Technology & Management (IJSTM) JOURNAL SCIENTIFIC OF MANDALIKA (JSM) International Journal of Educational Research and Social Sciences (IJERSC) CENDEKIA : Jurnal Ilmu Pengetahuan JURNAL KEISLAMAN Jurnal Bisnis dan Manajemen (JBM) Innovative: Journal Of Social Science Research Journal of Social Science Journal of Mandalika Literature Jurnal Ekonomi dan Bisnis RESLAJ: Religion Education Social Laa Roiba Journal Jurnal Multidisiplin Borobudur As-Syirkah: Islamic Economic & Financial Journal
Dihin Septyanto
Universitas Esa Unggul, Jakarta Indonesia
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mechanical Engineering Physics Public Health Social Sciences Transportation Other

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Faktor – Faktor yang Mempengaruhi Loyalitas Pelanggan dan Kepuasan Pelanggan Sebagai Intervening pada Restoran Richeese Factory Kabupaten Tangerang Berlina Pebrianti; Dihin Septyanto
Reslaj: Religion Education Social Laa Roiba Journal Vol. 7 No. 1 (2025): RESLAJ: Religion Education Social Laa Roiba Journal 
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/reslaj.v7i1.5074

Abstract

In an era of globalization and increasingly competitive business today, business conditions can be said to be highly competitive. Customer satisfaction is a very important factor in fast food restaurants. High customer satisfaction can build a good restaurant reputation thus increasing customer loyalty and can ultimately drive long-term business growth. The research aims to understand the factors that influence customer loyalty and customer satisfaction as intervening on a fast food richeese factory restaurant in Tangerang district with a focus on variables such as quality of service, product quality, physical environment and brand image. This method of research uses a descriptive approach of causality with quantitative methods and applies purposive sampling techniques distributed through a questionnaire to 125 respondents against customers of the Richeese factory district of Tangerang, and has made at least 2 purchases in a month. The results of this research prove that the quality of service, product quality, physical environment, and brand image have a positive and significant influence on customer satisfaction. Furthermore, quality service, quality of product, brand image, and satisfaction of customers have a good and significant effect on customer loyalty. Then on the mediation test, customer satisfaction can mediate the quality of service, product quality, physical environment, and brand image. This research contributes to fast food restaurants to focus more on customer satisfaction and customer loyalty. The research suggested that future researchers conduct a study that covers all outlets, perform a larger data collection of 125 respondents, and use or add promotional and price variables that might influence better results.
Co-Authors Abdul Haeba Ramli, Abdul Haeba Ai Hendrani Ai Hendrani Aliya Ma'ruffi Anwar Bayu Cahya Wardani Berlina Pebrianti Brenda Irfany Danang, Yakobus Dewanto, I. Djoko Diyna Virya Smarasanta Edi Hamdi Erlangga, Deni Erlina Puspitaloka Mahadewi Erlina.Puspitaloka Mahadewi Fachmi Tamzil Firnanda Eka Kurniari Fitriyani Khasanah Gunawan Gunawan Hendrani, Ai Iin Endang Mardiani, Iin Endang Karnawati, Yosevin - LIA AMALIA Merni Mutia Rahmi Meylinda, Rossa Rinte MF. Arrozi Adhikara Mochamad Alvi Adhitia Mohamad Reza Hilmy Nanda Andari Praudy niken hastuti Prima, Patra Batam Ria Atmaja, Dodi Ringo, Rejhi Yunus Siringo Rossa Rinte Meylinda Setyaningrum, Angela Selvia SITI MARIAM Sudarwan, Sudarwan Sugiyanto - Swastika Fadila Santi Syah, Tantri Rahmat Tantri Yanuar Rahmat Syah Tia Mutiara Winda Amelia