Determinants of customer loyalty with customer satisfaction as an intervening variable

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Published: May 24, 2024
DOI: https://doi.org/10.28932/jmm.v23i2.8531
Keywords:
kepuasan pelanggan, loyalitas pelanggan, pengalaman bersantap customer loyalty, customer satisfaction, dining experience

Main Article Content

Faisal Sholihudin Septi Nuryanto
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Pembangunan Nasional “Veteran” Yogyakarta
Surpiko Hapsoro Darpito
Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Pembangunan Nasional “Veteran” Yogyakarta

Abstract

This study examines the effect of service quality, price fairness, food quality, and store atmosphere on customer loyalty with customer satisfaction as an intervening variable. Data was collected through a questionnaire survey from 105 Bellywise Jogja customers using purposive sampling techniques. Data analysis was performed with Partial Least Squares (PLS) using SmartPLS 4.0 software. The results showed that: 1) Service quality has a positive and significant effect on customer satisfaction, 2) Price fairness has a positive and significant effect on customer satisfaction, 3) Food quality has a positive and significant effect on customer satisfaction, 4) Store atmosphere has a positive and significant effect on customer satisfaction, 5) Service quality has a positive and significant effect on customer loyalty by customer satisfaction as an intervening variable, 6) Price fairness has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable, 7) Food quality has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable, 8) Store atmosphere has a positive and significant effect on customer loyalty with customer satisfaction as an intervening variable, and 9) customer satisfaction has a positive and significant effect on customer loyalty.

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How to Cite
Nuryanto, F. S. S., & Darpito, S. H. (2024). Determinants of customer loyalty with customer satisfaction as an intervening variable. Jurnal Manajemen Maranatha, 23(2), 185–200. https://doi.org/10.28932/jmm.v23i2.8531
Issue
Vol. 23 No. 2 (2024): Jurnal Manajemen Maranatha
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Articles
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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