Jurnal Manajemen Maranatha
Vol 23 No 2 (2024): Jurnal Manajemen Maranatha

Faktor penentu loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening

Nuryanto, Faisal Sholihudin Septi (Unknown)
Darpito, Surpiko Hapsoro (Unknown)



Article Info

Publish Date
24 May 2024

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.

Copyrights © 2024






Journal Info

Abbrev

jmm

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Focus and scope of Jurnal Manajemen Maranatha areas include marketing management, financial management, human resource management, operation management, and entrepreneurship. JMM accepts articles in the form of quantitative and qualitative research results, conceptual studies, and various other ...