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All Journal Jurnal Manajemen Strategi dan Aplikasi Bisnis
Muhammad Fadhli Nursal
Bhayangkara Jakarta Raya University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The The Effect of Service Quality and Customer Satisfaction on Customer Loyalty Rorim Panday; Muhammad Fadhli Nursal
Jurnal Manajemen Strategi dan Aplikasi Bisnis Vol 4 No 1 (2021)
Publisher : Lembaga Pengembangan Manajemen dan Publikasi Imperium

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36407/jmsab.v4i1.300

Abstract

This study aims to know how service quality and customer satisfaction affect McDonald's customer loyalty. The object of this research is McDonald's fast food Restaurant. This type of research is quantitative and analysis techniques using multiple linear regression. The sample of this study was 210 respondents who were selected by the convenience sampling method. The results of this study are that Service Quality and Customer Satisfaction partially and simultaneously have a positive and significant effect on Customer Loyalty. Therefore, McDonald supposes that customers consider fast service, so they should minimize customer queues, to provide better price quotes to customers, and Mc Donald should continue to improve the quality of its services.
Co-Authors Rorim Panday