Effect of Service Quality Towards Customer Loyalty at The Garden Restaurant Pantai Indah Kapuk

Authors

  • Juliana Universitas Pelita Harapan
  • El Glory Nathalie Universitas Pelita Harapan
  • Felia Felicia Universitas Pelita Harapan

DOI:

https://doi.org/10.37010/jdc.v1i2.137

Keywords:

restaurant, service quality, customer loyalty

Abstract

Service Quality at restaurants is the important factor that improves Customer Loyalty. Service Quality consists of Tangible, Reliability, Responsiveness, Assurance and Empathy. This study aims to identify the influence of service quality on customer loyalty. This research has proposed a conceptual framework to investigate the effects of service quality on customer satisfaction at The Garden Restaurant Pantai Indah Kapuk.  To test the conceptual framework, this study uses a data collection using a questionnaire, with a random sample technique, and takes 80 respondents from random people that ever went to The Garden Restaurant Pantai Indah Kapuk. The method of multiple regression analysis using regression with SPSS ver. 25. The result of this support hypothesis, which is service quality has a positive influence on customer loyalty at The Garden Restaurant Pantai Indah Kapuk.  The advice can be given to The Garden Restaurant is to keep the excellent service quality and also improve it.

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Published

2020-12-15

How to Cite

Juliana, J., Nathalie, E. G., & Felicia, F. (2020). Effect of Service Quality Towards Customer Loyalty at The Garden Restaurant Pantai Indah Kapuk. JUDICIOUS, 1(2), 55–63. https://doi.org/10.37010/jdc.v1i2.137

Issue

Section

Service Management
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