International Journal of Social and Management Studies (IJOSMAS)
Vol. 3 No. 6 (2022): December 2022

Mediation Of Consumer Satisfaction On Product Quality And Quality Of Service To Customer Loyalty Hanamasa Restaurant In Jakarta

Sri Rusiyati (Universitas Nusa Mandiri)
Dede Suleman (Universitas Pembangunan Jaya)
Ida Zuniarti (Universitas Nusa Mandiri)
Ety Nurhayaty (Universitas Bina Sarana Informatika)
Aprilia Puspasari (Universitas Bina Sarana Informatika)
Dede Mustomi (Universitas Bina Sarana Informatika)
Joko Ariawan (Universitas Bina Sarana Informatika)
Lukman Hakim (Universitas Bina Sarana Informatika)

Article Info

Publish Date
21 Nov 2022

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

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Journal Info
International Journal of Social and Management Studies (IJOSMAS)
Website

Abbrev

ijosmas

Publisher

Universitas Pelita Harapan

Subject

Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

Description

International Journal of Social and Management Studies (IJOSMAS) is a peer-reviewed bimonthly journal that publishes empirical, conceptual and review papers of exceptional quality that contribute to enrich business administration thinking .The objective of the Journal is to disseminate knowledge, ...