Mediation of Consumer Satisfaction on Product Quality and Quality of Service to Customer Loyalty Hanamasa Restaurant in Jakarta

Rusiyati, Sri and Suleman, Dede and Zuniarti, Ida and Nurhayaty, Ety and Puspasari, Aprilia and Mustomi, Dede and Ariawan, Joko and Hakim, Lukman (2022) Mediation of Consumer Satisfaction on Product Quality and Quality of Service to Customer Loyalty Hanamasa Restaurant in Jakarta. INTERNATIONAL JOURNAL OF SOCIAL AND MANAGEMENT STUDIES (IJOSMAS), 3 (6). pp. 71-77. ISSN 2775-0809

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Abstract

This study aims to analyze the mediating effect of customer satisfaction on product quality and service quality variables on customer loyalty at Hanamasa restaurant in Jakarta. Sampling used purposive sampling method, the collected data was processed using SmartPLS 3.0 software. The results showed that customer satisfaction was not significant as a mediating variable on the effect of product quality on loyalty, while on the effect of service quality on loyalty, customer satisfaction became a significant mediating variable. The findings of this study also show that service quality has a significant impact on customer satisfaction, and customer satisfaction has a significant impact on loyalty.

Item Type:	Artikel Jurnal/Prosiding
Uncontrolled Keywords:	Product Quality, Service Quality, Customer Satisfaction, Loyalty
Subjects:	A General Works > AI Indexes (General)
Divisions:	Fakultas Humaniora dan Bisnis > Prodi Manajemen
Depositing User:	Admin Repository
Date Deposited:	15 Feb 2023 07:11
Last Modified:	15 Feb 2023 07:11
URI:	http://eprints.upj.ac.id/id/eprint/4428

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