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All Journal Jurnal Manajemen Maranatha
Nuryanto, Faisal Sholihudin Septi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Faktor penentu loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening Nuryanto, Faisal Sholihudin Septi; Darpito, Surpiko Hapsoro
Jurnal Manajemen Maranatha Vol 23 No 2 (2024): Jurnal Manajemen Maranatha
Publisher : Universitas Kristen Maranatha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28932/jmm.v23i2.8531

Abstract

This study examines the effect of service quality, price fairness, food quality, and store atmosphere on customer loyalty with customer satisfaction as an intervening variable. Data was collected through a questionnaire survey from 105 Bellywise Jogja customers using purposive sampling techniques. Data analysis was performed with Partial Least Squares (PLS) using SmartPLS 4.0 software. The results showed that: 1) Service quality has a positive and significant effect on customer satisfaction, 2) Price fairness has a positive and significant effect on customer satisfaction, 3) Food quality has a positive and significant effect on customer satisfaction, 4) Store atmosphere has a positive and significant effect on customer satisfaction, 5) Service quality has a positive and significant effect on customer loyalty by customer satisfaction as an intervening variable, 6) Price fairness has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable, 7) Food quality has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable, 8) Store atmosphere has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable, and 9) customer satisfaction has a positive and significant effect on customer loyalty.
Co-Authors Surpiko Hapsoro Darpito