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All Journal Journal of Consumer Science Journal of Consumer Sciences
Sugeng Santoso
Faculty of Economy and Business, Mercu Buana University, Jakarta, Indonesia
Education Social Sciences

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The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty Nurul Fitrianis Naini; Sugeng Santoso; Tanti Stevany Andriani; Unique Gita Claudia; Nurfadillah
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.34-50

Abstract

Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.
Analysis of Healthy Living Behavior, Age, and Income on Gluten-Free Food Consumption Hertha Bastiawan; Sugeng Santoso; Achmad Indra Sahab; Abdul Yamin; Beta Almira
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.51-67

Abstract

This research was triggered by the phenomenon of an increase in people adopting a healthy lifestyle during the COVID-19 pandemic. People who adopt a healthy lifestyle are assumed to consume healthy food such as gluten-free food. Meanwhile, as people grow older and their income improves, the desire to consume gluten-free food also increases. This research aims to analyze healthy behavior, age, and income on the desire to consume gluten-free foods that Logit Model constructed. Gluten-free foods can be defined as foods that do not contain gluten substances such as wheat, and they can be classified as healthy food because people who consume this food can avoid some diseases. The study determined Logit Model and used quantitative methods and convenience sampling based on the SPSS application. From 10 to 12 October 2021, research collected 193 respondents, mainly from the Jabodetabek area. Using Wald Test, the study formed a Logit Model for this relationship. In conclusion, healthy living behavior, age, and income partially and simultaneously influence gluten-free food consumption. By observing this study, entrepreneurs in the food sector are expected to produce gluten-free food.
The Role of Service and Product Quality on Customer Loyalty Agus Taufik; Sugeng Santoso; Muhamad Irfan Fahmi; Faqih Restuanto; Steven Yamin
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.68-82

Abstract

Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.
The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty Nurul Fitrianis Naini; Sugeng Santoso; Tanti Stevany Andriani; Unique Gita Claudia; Nurfadillah
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.34-50

Abstract

Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.
Analysis of Healthy Living Behavior, Age, and Income on Gluten-Free Food Consumption Hertha Bastiawan; Sugeng Santoso; Achmad Indra Sahab; Abdul Yamin; Beta Almira
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.51-67

Abstract

This research was triggered by the phenomenon of an increase in people adopting a healthy lifestyle during the COVID-19 pandemic. People who adopt a healthy lifestyle are assumed to consume healthy food such as gluten-free food. Meanwhile, as people grow older and their income improves, the desire to consume gluten-free food also increases. This research aims to analyze healthy behavior, age, and income on the desire to consume gluten-free foods that Logit Model constructed. Gluten-free foods can be defined as foods that do not contain gluten substances such as wheat, and they can be classified as healthy food because people who consume this food can avoid some diseases. The study determined Logit Model and used quantitative methods and convenience sampling based on the SPSS application. From 10 to 12 October 2021, research collected 193 respondents, mainly from the Jabodetabek area. Using Wald Test, the study formed a Logit Model for this relationship. In conclusion, healthy living behavior, age, and income partially and simultaneously influence gluten-free food consumption. By observing this study, entrepreneurs in the food sector are expected to produce gluten-free food.
The Role of Service and Product Quality on Customer Loyalty Agus Taufik; Sugeng Santoso; Muhamad Irfan Fahmi; Faqih Restuanto; Steven Yamin
Journal of Consumer Sciences Vol. 7 No. 1 (2022): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.7.1.68-82

Abstract

Coffee shops are today's businesses with good and competitive prospects in providing customer satisfaction and building customer loyalty. This study aims to analyze the relationship between service quality and product quality on customer satisfaction and loyalty, the relationship between customer satisfaction and customer loyalty, and the relationship between product and service quality and customer loyalty mediated by customer satisfaction. The study was conducted using quantitative methods, sampling a questionnaire to 100 customers of Coffee Shop. The study was conducted in August 2021. Meanwhile, to analyze the relationship between variables, using partial least squares (PLS). Based on the study results, it can be concluded that service quality directly affects customers, especially customer satisfaction. Product quality also affects customer satisfaction and loyalty and vice versa. However, service quality did not directly affect customer loyalty. Meanwhile, mediation through customer satisfaction and product quality indirectly affects customer loyalty.
Co-Authors Abdul Yamin Achmad Indra Sahab Agus Taufik Beta Almira Faqih Restuanto Hertha Bastiawan Muhamad Irfan Fahmi Nurfadillah Nurul Fitrianis Naini Steven Yamin Tanti Stevany Andriani Unique Gita Claudia