The antecedence of customer loyalty in traditional restaurants in East Java, Indonesia

Susanti, Christina Esti (2014) The antecedence of customer loyalty in traditional restaurants in East Java, Indonesia. International Journal Process Management and Benchmarking, 4 (1). pp. 22-35. ISSN 1460-6739

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Abstract

This study aims at investigating the effect of product quality and service quality on customer loyalty through customer satisfaction. Data collection was conducted through purposive sampling of consumers to traditional restaurants in East Java. The research found that product quality and service quality has significant effect on customer satisfaction. Customer satisfaction has a significant effect on brand loyalty. Customer satisfaction acts as a mediator between exogenous variables to consumer loyalty. The results indicate that exogenous variables significantly influencing on brand loyalty are product quality and service quality

Item Type: Article
Uncontrolled Keywords: Product quality; service quality; customer satisfaction; customer loyalty; Indonesia
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Vincentius Widya Iswara
Date Deposited: 20 Feb 2015 01:49
Last Modified: 15 Jul 2016 06:28
URI: http://repository.wima.ac.id/id/eprint/1431

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