PENGARUH SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (SURVEI PADA KONSUMEN GEPREK BENSU)

RIOVALDY, KEVIN NUGROHO (2020) PENGARUH SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (SURVEI PADA KONSUMEN GEPREK BENSU). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Kevin Nugroho Riovaldy, 2020; The Influence of Service Quality and Food Quality On Customer Satisfaction and Customer Loyalty (Survey of Geprek Bensu Costomers). Thesis, Jakarta: Marketing Management Concentration, Study Program S1 Management, Faculty Economics, State University of Jakarta. Counselor Team: Dra. Basrah Saidani, M.Si & Ika Febrilia, SE., M.M. The purpose of this study was to determine the effect of service quality on customer satisfaction, to determine the effect of food quality on customer satisfaction, to determine the effect of customer satisfaction on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the effect of food quality on customers loyalty, to determine the effect of service quality on customer loyalty mediated by customer satisfaction, to determine the effect of food quality on customer loyalty mediated by customer satisfaction. The data used are primary data with questionnaire instruments. This study used a sample of 220 respondents with the criteria of at least making purchases at Geprek Bensu at least more than 3 times (> 3x). Technical analysis of data using SPSS version 23 and SEM (Structural Equation Model) from AMOS software version 22. The results of the study indicate that service quality variables have no effect on customer satisfaction and customer loyalty. Food quality affects customer satisfaction and customer loyalty. Customer satisfaction affects customer loyalty and serves as a perfect mediation between food quality and customer loyalty. Keywords. Service Quality, Food Quality, Customer Satisfaction, Customer Loyalty, Geprek Bensu.

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