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Hanindita, Lisa Putri
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Economics, Econometrics & Finance Education

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The Influence of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty at Pizza Hut Restaurant Hanindita, Lisa Putri; Riorini, Sri Vandayuli
INOVATOR Vol 12 No 2 (2023): SEPTEMBER
Publisher : prodima@fe.uika-bogor.ac.id

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/inovator.v12i2.17635

Abstract

This research aims at product quality, service quality, customer satisfaction, and customer loyalty. The sampling technique used was purposive sample, that is people who have eaten at a pizza hut restaurant with a total of 125 respondents used by deploying google form. Hypothesis testing using a partial test (t test), simultaneous test (F test), and the coefficient of determination (R²). The test results prove that product quality, service quality, and customer satisfaction have a positive effect on customer loyalty.
Pengaruh Kebijakan CSR Terhadap Brand Image, Word of Mouth dan Brand Commitment Melalui Brand Trust Hanindita, Lisa Putri; Faisal, Aekram
Economic and Education Journal (Ecoducation) Vol. 5 No. 3 (2023): Economic and Education Journal (Ecoducation)
Publisher : Pendidikan Ekonomi, Universitas Insan Budi Utomo

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kebijakan CSR terhadap Brand Image, Word of Mouth, dan Brand Commitment melalui Brand Trust. Sampel yang digunakan dalam penelitian ini adalah 240 responden. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Data dianalisis menggunakan metode Structural Equation Model (SEM). Hasil penelitian ini adalah: Kebijakan CSR berpengaruh positif terhadap Brand Trust, Brand Trust berpengaruh positif terhadap Brand Image, Word of Mouth dan Brand Commitment, Brand Trust berpengaruh positif dalam mediasi pengaruh antara Kebijakan CSR terhadap Kebijakan Brand Image dan CSR terhadap Word of Mouth dan Kebijakan CSR terhadap Brand Commitment. Penelitian ini ingin menguji pengaruh kebijakan CSR terhadap komitmen merek melalui kepercayaan merek di restoran cepat saji, selain citra merek dan Word of Mouth yang telah diuji oleh peneliti sebelumnya.
Co-Authors Aekram Faisal Sri Vandayuli Riorini