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Amanda Marcelia
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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PENGARUH KUALITAS JASA TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH KEPUASAN KONSUMEN DI RESTORAN LOTTERIA PLAZA SEMANGGI Amanda Marcelia
Jurnal Manajemen Vol 14 No 2 (2017): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (389.604 KB) | DOI: 10.25170/jm.v14i2.782

Abstract

This research aims to confirm the effect of service quality on consumer loyalty mediated by customer satisfaction at Lotteria restaurant. In collecting data, the authors distributed 140 questionnaires to respondents whom are Lotteria restaurant visitors using convenience sampling techniques. The collected data was analyzed using path analysis and bootstrapping tests. The results of the study indicate that service quality has a direct influence on loyalty and service quality can have an indirect effect mediated by customer satisfaction.
PENGARUH KUALITAS JASA TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH KEPUASAN KONSUMEN DI RESTORAN LOTTERIA PLAZA SEMANGGI Amanda Marcelia
Jurnal Manajemen Vol 14 No 2 (2017): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (389.604 KB) | DOI: 10.25170/jm.v14i2.782

Abstract

This research aims to confirm the effect of service quality on consumer loyalty mediated by customer satisfaction at Lotteria restaurant. In collecting data, the authors distributed 140 questionnaires to respondents whom are Lotteria restaurant visitors using convenience sampling techniques. The collected data was analyzed using path analysis and bootstrapping tests. The results of the study indicate that service quality has a direct influence on loyalty and service quality can have an indirect effect mediated by customer satisfaction.
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