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All Journal International Journal of Economics, Business Management and Accounting Jurnal Mahkota Bisnis
Ivy Joana
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Library & Information Science

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PENGARUH KUALITAS PELAYANAN, SUASANA CAFÉ, DAN E-WOM TERHADAP LOYALITAS PELANGGAN DI MEDAN TANDA TANGAN PILASTRO Ivy Joana; Yenni Martok
Jurnal Mahkota Bisnis (Makbis) Vol 2 No 2 (2023): Jurnal Mahkota Bisnis (Makbis)
Publisher : MTU PRESS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59929/mm.v2i2.29

Abstract

F&B industry, especially café is growing rapidly all around the world, including Medan Indonesia. It has been a trend lately to open a café, as people are seeking places to dine, socialize, relax, etc. As the competition in this industry is increasing day by day, companies need to maintain their business to be able to retain loyal customers for the business by improving the factors that influence their business. One of the cafés that is striving in this industry is Pilastro Signature Medan. The purpose of this research is to reveal whether the factors of Service Quality, Café Atmosphere, and E-WOM has an influence toward Customer Loyalty at Pilastro Signature Medan or not. This research is done by using the quantitative method and a descriptive research design. Sampling is done by using a non-probability sampling with the method of snowball sampling, which involves 96 respondents, and data are analysed using a multiple linear regression method. The result of this research reveals that Service Quality has a significant influence on Customer Loyalty, Café Atmosphere has a significant influence toward Customer Loyalty, E-WOM has a significant influence toward Customer Loyalty, and Service Quality, Café Atmosphere, and E-WOM simultaneously influence Customer Loyalty.
The Effect of Grabfood Promotions, Service Quality, and Customers’ Expectations Towards Customers’ Satisfaction of PT. Grab Indonesia in Medan Class Angella; Clara Nadia Yunan; Cynthia Honata; Ivy Joana; Winni Santoso
International Journal of Economics, Business Management and Accounting (IJEBMA) Vol. 2 No. 2 (2020): July 2020
Publisher : MultiTech Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59890/ijebma.v2i2.225

Abstract

PT. Grab Indonesia has provided an online-based transportation application for facilitating the customer to transport one place to another, in which this application offers services along with the promotions to the customers. As promotion and service quality are the important key to keep the customer satisfied and loyal to use grab services, there might be sometimes that grab does not provide as much promotion. The customers do have the expectation for the services that they are going to earn, especially if they are a loyal customer that always used the application, they will have higher expectations, then they will expect a lot of promotion as they always use, which should be a big consideration every time Grab plans a promotion. Customers’ decision of using Grabfood in Medan is often determined by the promotion that they get from the delivery platform. Satisfaction is often reached when the promotion offered meets their expectations       
Co-Authors Angella Clara Nadia Yunan Cynthia Honata Winni Santoso Yenni Martok