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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis
Irwan Dwi Julianto
Universitas Muhammadiyah Pontianak
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Other

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Service Quality and Customer Satisfaction as Determinants of Customer Loyalty (Study of Warung Bude88 Binjai Market) Irwan Dwi Julianto; Yasir Hudzaifah; Wulan Purnama Sari
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 13 No 4 (2025): Oktober
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v13i4.8393

Abstract

The culinary industry is part of the rapidly growing Micro, Small and Medium Enterprises (MSMEs) and has a lot of competition. Warung Bude88 is one of the businesses trying to stay competitive. This study analyzes the effect of service quality and customer satisfaction on customer loyalty at Warung Bude88. The research was conducted using quantitative methods through questionnaires, interviews, and observations with 100 customers as samples. Data analysis includes validity, reliability, normality, linearity, multicollinearity, multiple linear regression, correlation coefficient (R), coefficient of determination (R²), simultaneous test (F), and partial test (t). The results showed that service quality and customer satisfaction have a major impact on customer loyalty, with an influence of 38.6%. Meanwhile, 61.4% of customer loyalty is influenced by other factors not discussed in this study.
Co-Authors Wulan Purnama Sari Yasir Hudzaifah