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All Journal JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS Jurnal MEBIS (Manajemen dan Bisnis) Kajian Branding Indonesia
Istijanto Istijanto
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS

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Faktor-faktor yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan di Restoran selama Pandemik Covid-19 Kezia Stevany; Axel Gian Aditama; Agrita Alba Rosalina; Felicia Tri Sulistyo; Valerian Andre; Istijanto Istijanto
JURNAL AKUNTANSI, EKONOMI dan MANAJEMEN BISNIS Vol 9 No 1 (2021): Jurnal Akuntansi, Ekonomi dan Manajemen Bisnis - Juli 2021
Publisher : Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaemb.v9i1.2650

Abstract

Research on customer loyalty in the fast food restaurants in JABODETABEK is still scarce despite the increase in fast food consumption in Indonesia. Moreover, there has been no research on fast food restaurants during COVID-19 pandemic in JABODETABEK. The purpose of the study is to analyze the effect of food quality, price, location and environment, service quality, social enjoyment, cleanliness on customer satisfaction and the effect of customer satisfaction on consumer loyalty in the fast food restaurants in JABODETABEK during COVID-19 pandemic. Data collection techniques using Google Forms. There were 341 respondents chosen by purposive sampling technique as samples of this study. Methods of data analysis using SPSS version 26. This study found that food quality, price, service quality, social enjoyment, and cleanliness had a positive effect on customer satisfaction with cleanliness being the most influencing factor of customer satisfaction. On the other hand, location and environment had insignificant effect on customer satisfaction. Meanwhile, customer satisfaction has a positive effect on customer loyalty in the fast food restaurants in JABODETABEK.
Co-Authors Agrita Alba Rosalina Alvita Yuniar Anndy Tanuri Aura Fonda Firdausa Axel Gian Aditama Bernardinus Realino Yudianto Christian Albertus Cut Muthiah Farida Evelynn Yulia Felicia Tri Sulistyo Fredy Utama Gavrila Neysa Isabelle Estella Kevin Pratama Arthananda Kezia Stevany Krishnamurti Murniadi Livina Livina Musa Fresno Natasya Gunawan Novi Amelia Prita Prasetya Putri Larasati Renata Xaverina Rudy Handoko Shania Devina Limantoro Stephen Timothy Valerian Andre Yayi Suryo Prabandari