Pengaruh Service Quality Dimediasi Oleh Customer Journey Quality dan Customer Satisfaction dalam Meningkatkan Customer Loyalty Pada Restoran Bandar Jakarta

Abstract

This study aims to determine the effect of Service Quality mediated by Service Journey Quality and Customer Satisfaction in increasing Customer Loyalty at Bandar Jakarta restaurants. Samples were taken with individual criteria, namely people who had bought and consumed city restaurant food products in the last 6 months. This study uses primary data obtained through questionnaires distributed to 131 respondents. Based on the time period, the data collected in this study is cross sectional. The analytical method used is the Structural Equation Model (SEM). The results of this study indicate that service quality has a positive effect on customer satisfaction, but service quality also has a positive effect on Service Journey Quality, Customer Satisfaction has a positive effect on Customer Loyalty and Service Journey Quality has a positive effect on Customer Loyalty. This research is expected to provide input to restaurant managers in Indonesia regarding the factors that need to be considered to achieve and manage customer loyalty. Among them are Customer Satisfaction, Service Journey Quality and service quality which can help companies achieve customer loyalty.