Shirkah: Journal of Economics and Business
Vol 8, No 1 (2023)

Factors Influencing Muslim Customer Loyalty: The Mediating Effect of Muslim Customer Satisfaction in Indonesia

Devy Leony Olyvia (Faculty of Economics and Business, Diponegoro University, Indonesia)
Darwanto Darwanto (Faculty of Economics and Business, Diponegoro University, Indonesia)



Article Info

Publish Date
20 Mar 2023

Abstract

McDonald's held the second position in the Top Brand Index for five consecutive years from 2015 to 2020 conducted by Frontier Consulting Group, with participation from customers in eight major cities in Indonesia, including Semarang city. McDonald's experienced a decline in customer loyalty, which poses a challenge for the restaurant to maintain its customer base and attract new customers. Therefore, this research aims to examine the factors that influence Muslim customers' loyalty to McDonald's. The study focuses on Muslim customers with McDonald's subscriptions in Semarang City, with a sample of 144 respondents. The analysis technique used was the Structural Equation Model-AMOS. The study reveals that halal labeling, product quality, and Muslim customer satisfaction have a significant effect on Muslim customer loyalty. The quality and price of the product have a significant effect on Muslim customer satisfaction. Muslim customer satisfaction as an intervening variable cannot mediate all variables on Muslim customer loyalty. Hence, producers should focus on products of al-tayyibat.

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Journal Info

Abbrev

home

Publisher

Subject

Economics, Econometrics & Finance

Description

Syirkah: Jurnal Ekonomi dan Bisnis adalah jurnal peer-review yang diterbitkan tiga kali setahun (April, Agustus, dan Desember) oleh Fakultas Ekonomi Islam dan Bisnis Institut Agama Islam Negeri (IAIN) Surakarta Jawa Tengah Indonesia bekerja sama dengan Perhimpunan Indonesia Ekonom Islam (lihat ...