Pengaruh Kualitas Makanan, Harga, Dan Word Of Mouth Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Rumah Makan Minang Tembaga Kemayoran - Shilfia Dewi Jonelvi; Endri Sentosa; Ruwaida Ruwaida; Mahmud Mahmud (IKRAITH-EKONOMIKA, 2026)
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas makanan, harga, dan word of mouthterhadap loyalitas pelanggan melalui kepuasan pelanggan pada Rumah Makan Minang TembagaKemayoran. Dalam industri kuliner yang semakin kompetitif menuntut pelaku usaha untukmenjaga kualitas makanan dan menciptakan pengalaman positif bagi konsumen agar dapatmembangun loyalitas pelanggan. Penelitian ini menggunakan metode kuantitatif dengan teknikpengumpulan data melalui penyebaran kuesioner kepada 100 responden yang pernahberkunjung ke Rumah Makan Minang Tembaga. Teknik analisis data dilakukanmenggunakan Structural Equation Modeling SEM) berbasis SmartPLS 3.Hasil penelitian menunjukkan bahwa kualitas makanan berpengaruh positif dan signifikan terhadapkepuasan pelanggan, dan harga juga berpengaruh positif signifikan terhadap kepuasanpelanggan. Sementara itu, word of mouth memiliki pengaruh negatif signifikan terhadap kepuasanpelanggan. Kepuasan pelanggan berpengaruh positif signifikan terhadap loyalitas pelanggan.Selain itu, kualitas makanan juga berpengaruh secara positif dan signifikan terhadap loyalitaspelanggan. Namun, harga berpengaruh positif tidak signifikan terhadap loyalitas pelanggan.Temuan ini menegaskan bahwa kepuasan pelanggan memiliki peran mediasi yang kuat dalammembangun loyalitas pelanggan, dan pengelolaan word of mouth serta harga perlu diperhatikanuntuk meningkatkan pengalaman secara menyeluruh. Berdasarkan hasil pengujian datamenunjukkan bahwa variabel dalam penelitian memengaruhi loyalitas pelanggan sebesar 74,7%,sedangkan sisanya sebesar 25,3% dipengaruhi oleh variabel lain diluar penelitian ini. Kepuasanpelanggan dipengaruhi sebesar 56,9% sedangkan 43,1% sisanya dipengaruhi oleh variabel lainseperti Kualitas Pelayanan, Promosi, Customer Relationship Management (CRM), StoreAtmosphere, Food Safety, Time Saving Orientation, Kepercayaan, Customer Experience, BrandImage, dan Service Quality. This study aims to analyze the influence of food quality, price, and word of mouth on customerloyalty through customer satisfaction at Minang Tembaga Kemayoran Restaurant. In the culinaryindustry, which is increasingly competitive, it requires business actors to maintain food quality andcreate a positive experience for consumers in order to build customer loyalty. This study uses aquantitative method with data collection techniques through the distribution of questionnaires to 100respondents who have visited Minang Tembaga Restaurant. The data analysis technique wascarried out using Structural Equation Modeling (SEM) based on SmartPLS 3.The results of the study show that food quality has a positive and significant effect on customersatisfaction, and price also has a significant positive effect on customer satisfaction. Meanwhile,word of mouth has a significant negative influence on customer satisfaction. Customer satisfactionhas a significant positive effect on customer loyalty. In addition, food quality also has a positive andsignificant effect on customer loyalty. However, price has a negative effect on customer loyalty.These findings confirm that customer satisfaction has a strong mediating role in building customerloyalty, and word of mouth management and pricing need to be considered to improve the overallexperience. Based on the results of the data test, it was shown that the variables in the studyaffected customer loyalty by 74.7%, while the remaining 25.3% were influenced by other variables outside this study. Customer satisfaction was influenced by 56.9% while the remaining 43.1% wasinfluenced by other variables such as Service Quality, Promotion, Customer Relations Management(CRM), Store Atmosphere, Food Safety, Time Saving Orientation, Trust, Customer Experience,Brand Image, and Service Quality.