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All Journal Jurnal Manajemen dan Bisnis (Performa) JAM : Jurnal Aplikasi Manajemen EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis MIX : Jurnal Ilmiah Manajemen Binus Business Review Religious: Jurnal Studi Agama-Agama dan Lintas Budaya Jurnal Mirai Management Asia-Pacific Management and Business Application Jurnal Bisnis dan Manajemen Jurnal EMT KITA Jurnal Studi Manajemen dan Bisnis Agregat: Jurnal Ekonomi dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) SEIKO : Journal of Management & Business JURNAL EDUCATION AND DEVELOPMENT Journal of Secretary and Business Administration YUME : Journal of Management JURISMA: Jurnal Riset Bisnis & Manajemen Jurnal Ekonomi dan Bisnis Dharma Andalas Jurnal Menara Ekonomi : Penelitian dan Kajian Ilmiah Bidang Ekonomi JEMMA | Journal of Economic, Management and Accounting To Maega: Jurnal Pengabdian Masyarakat Journal of Research in Business, Economics, and Education International Journal of Economics Development Research (IJEDR) Management Studies and Entrepreneurship Journal (MSEJ) Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Jurnal Syntax Transformation Jurnal Fokus Manajemen Bisnis ATRABIS: Jurnal Administrasi Bisnis (e-Journal) Journal of Industrial Engineering & Management Research (JIEMAR) Jurnal Ekonomi Prosiding Konferensi Nasional PKM-CSR Journal of Management, Accounting, General Finance and International Economic Issues (MARGINAL) Journal of the Community Development in Asia Asia Pacific Journal of Management and Education Asian Journal of Management Analytics Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management Community Service Seminar and Community Engagement (COSECANT) Enrichment: Journal of Multidisciplinary Research and Development KONTAN: Jurnal Ekonomi, Manajemen dan Bisnis Multidisciplinary Indonesian Center Journal
Putu Nina Madiawati
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Arts Humanities 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 Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Journal : Jurnal Studi Manajemen dan Bisnis

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Yang Berdampak Pada Loyalitas Konsumen Di Mcdonald’s Cabang Cibubur, Jakarta Ynry Purnamasari; Putu Nina Madiawati
Jurnal Studi Manajemen dan Bisnis Vol 1, No 2 (2014): Desember
Publisher : Trunojoyo University of Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/jsmb.v1i2.1531

Abstract

McDonald's is a fast food restaurant which is good because of the initial formation of the already apply standard observation checklist such as quality, service, cleanliness, and value. However, the implementation of McDonald's consumers find the taste and poor service provided by the service provider. The purpose of this study was to determine the effect of service quality on customer satisfaction impact on customer loyalty.The variables used in this study is the quality of service (X) as the independent variable, customer satisfaction (Y) as a mediating variable, and customer loyalty (Z) as the dependent variable. Based on the results of the analysis and processing of data it is found that quality of service influence 71.68%, customer satisfaction influence 70.3%, and customer loyalty influence 66%. The partial influence the quality of service on customer satisfaction is 30.14%. Influence of customer satisfaction on consumer loyalty is 1.04%. Influence of service quality on customer loyalty is 8.58%. The influence of service quality and customer satisfaction on customer loyalty simultaneously is 12.11% and is influenced by other variables amounted to 87.89%.
Co-Authors A.Cut Indah Abdullah Sufyan, Bagja Agus Maolana Hidayat Anita Silvianita Arif Kuswanto Arif Partono Prasetio, Arif Partono Arry Widodo Aryapermana, Rizqy Fathurrahman Asti, Elvina Syafira Ayu Setyaningrum Az-Zahra, Putri Barus, Viljen Kaginta Baskara, Muhamad Br Karo, Ella Manisa Brady Rikumahu Bunga Adelia Putri Choirie, Achmad Thariqul Citra Kusuma Dewi Davide Calandra Delanera Rizkia Devia Setiawati, Devia Dian Indiyati Dicky Hidayat Dudi Pratomo Erlangga, Yogi Fadhlullah, Ahmad Fahira, Luwisca Fakhira Azzahra Farida Titik Kristanti Federico Lanzalonga Fuji Dwi Rani Ganea Wijaya, Banu Surya Ghaluh Iedmu’ammar Iedmu’ammar Haifa Salsabila Handono, Artiar Anjani Hari Sel, Boby Jamis Hidayat, Dani Rizki Imanuddin Hasbi Indah Fransiska Insani, Nabilah Alya Ita Nursita Sari Jayabaya, Petrus Jella Zumalia Fitri Mahir Pradana Michele Oppioli Mitha Permata Pura Muhammad Maulvi Mussalman Nabilah Alya Insani Nabilla Dyah Eka Pramudhita Negara, Arif Bijaksana Prawira Nila Dewi A., Ni Ketut Tiara Astiti Nindy Resti Puranda Nugroho, Nova Azhar Nur Sheha Gunawan, Ahmad Nuslih Jamiat Pane, Eryanda Rizki Pardede, Nova Lina Kristin Pratama, Agung Putra Pratiwi, Nabila Puranda, Nindy Resti Puranda, Nindy Resti Purba, Hera Glatia Friskilia R. Nurafni Rubiyanti Raihana, Annisa Lathifah Ramadhani, Zahira Hasna Aulia Ramadhanny, Allisyah Noer Fitri Ratih Hendayani Roza Tri Meilani Rozy Fauzana Saefudin, Miftah Fauzil Adhim Salsabila, Rania Saradha Kirana Sarah Miranda Sazkia Alifia Rachmah Septiani, Fina Setyaningrum, Ayu Shafa, Dhiya Sugiono, Ovio Destiana Sulistijono Sulistijono Syahputra Syahputra Tambunan, Otari Adelia Tiara Maharani, Tiara Tri Indra Wijaksana Udayanti, Imel Valencia Sahanaya Wicaksono, Yoga Tri Wulandari, Alivia Trisnanda Ynry Purnamasari