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All Journal MIMBAR (Jurnal Sosial dan Pembangunan) Jurnal Manajemen dan Bisnis (Performa) JAM : Jurnal Aplikasi Manajemen MIX : Jurnal Ilmiah Manajemen Binus Business Review Religious: Jurnal Studi Agama-Agama dan Lintas Budaya Jurnal Mirai Management Asia-Pacific Management and Business Application Jurnal Bisnis dan Manajemen Jurnal EMT KITA Jurnal Studi Manajemen dan Bisnis Agregat: Jurnal Ekonomi dan Bisnis JURNAL EDUCATION AND DEVELOPMENT Journal of Secretary and Business Administration YUME : Journal of Management JURISMA: Jurnal Riset Bisnis & Manajemen Jurnal Ekonomi dan Bisnis Dharma Andalas Jurnal Menara Ekonomi : Penelitian dan Kajian Ilmiah Bidang Ekonomi JEMMA | Journal of Economic, Management and Accounting To Maega: Jurnal Pengabdian Masyarakat Journal of Research in Business, Economics, and Education Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik Jurnal Fokus Manajemen Bisnis ATRABIS: Jurnal Administrasi Bisnis (e-Journal) Jurnal Ekonomi Majalah Bisnis & IPTEK Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management Community Service Seminar and Community Engagement (COSECANT)
Putu Nina Madiawati
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Social Sciences Other

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Journal : Jurnal Studi Manajemen dan Bisnis

 1 
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Yang Berdampak Pada Loyalitas Konsumen Di Mcdonald’s Cabang Cibubur, Jakarta Ynry Purnamasari; Putu Nina Madiawati
Jurnal Studi Manajemen dan Bisnis Vol 1, No 2 (2014): Desember
Publisher : Trunojoyo University of Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/jsmb.v1i2.1531

Abstract

McDonald's is a fast food restaurant which is good because of the initial formation of the already apply standard observation checklist such as quality, service, cleanliness, and value. However, the implementation of McDonald's consumers find the taste and poor service provided by the service provider. The purpose of this study was to determine the effect of service quality on customer satisfaction impact on customer loyalty.The variables used in this study is the quality of service (X) as the independent variable, customer satisfaction (Y) as a mediating variable, and customer loyalty (Z) as the dependent variable. Based on the results of the analysis and processing of data it is found that quality of service influence 71.68%, customer satisfaction influence 70.3%, and customer loyalty influence 66%. The partial influence the quality of service on customer satisfaction is 30.14%. Influence of customer satisfaction on consumer loyalty is 1.04%. Influence of service quality on customer loyalty is 8.58%. The influence of service quality and customer satisfaction on customer loyalty simultaneously is 12.11% and is influenced by other variables amounted to 87.89%.
Co-Authors A.Cut Indah Agung Putra Pratama Ahmad Nur Sheha Gunawan Alivia Trisnanda Wulandari Allisyah Noer Fitri Ramadhanny Anita Silvianita Arif Kuswanto Arif Partono Prasetio Artiar Anjani Handono Ayu Setyaningrum Brady Rikumahu Bunga Adelia Putri Dani Rizki Hidayat Davide Calandra Delanera Rizkia Devia Setiawati Dian Indiyati Dicky Hidayat Farida Titik Kristanti Federico Lanzalonga Fuji Dwi Rani Haifa Salsabila Handono, Artiar Anjani Imanuddin Hasbi Indah Fransiska Jella Zumalia Fitri Mahir Pradana Michele Oppioli Mitha Permata Pura Muhammad Maulvi Mussalman Nabilah Alya Insani Nabilla Dyah Eka Pramudhita Nindy Resti Puranda Nova Lina Kristin Pardede Nuslih Jamiat Petrus Jayabaya Puranda, Nindy Resti Puranda, Nindy Resti Putri Az-zahra Roza Tri Meilani Rozy Fauzana Saradha Kirana Sarah Miranda Sazkia Alifia Rachmah Setyaningrum, Ayu Sulistijono Sulistijono Tri Indra Wijaksana Valencia Sahanaya Ynry Purnamasari Yogi Erlangga