Natasha, Angeline and Pratama, Yudhistira (2016) Product Quality, Service Quality, Price, and Environment Influence Towards Customer Loyalty a Case Study: CORK & SCREW Plaza Indonesia. Bachelor thesis, Swiss German University.

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Abstract

Restaurant industry is one of the rapidly growing business nowadays. Customer loyalty is the key factor to keep the business ongoing. Customer loyalty keep the customers coming back and make the customers would like to recommend the restaurant to other people. In order to reach loyalty from the customer, customer satisfaction need to be gained first. A satisfied customer will surely want to come back and conduct a good word-of-mouth. Satisfaction can be reached by maximizing the product quality, service quality, price, and environment of the restaurant. This research result will show if product quality, service quality, price, and environment have an impact toward customer loyalty, with customer satisfaction as the mediator. Using IBM SPSS 20 software and simple linear regression method, 68 samples were taken from CORK & SCREW Plaza Indonesia. After conducting all tests required; validity test and reliability test, classical assumption test, simple linear regression and T-Test, it is prooved that product quality, service quality, price, and environment influence customer loyalty. Customer satisfaction itself, as an intervening variable, has an impact towards customer loyalty through product quality, service quality, price, and environment with product quality and environment contribute the most. Thus, it is very recommended for the company to maintain and keep improving the variables that contribute the most and working out the variables that have less contribution such as price and service quality in order to keep the business grow even rapidly.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Product Quality; Service Quality; Price; Environment; Customer Satisfaction; Customer Loyalty.
Subjects:	H Social Sciences > HF Commerce > HF5429.7 Shopping malls T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Atroridho Rizky
Date Deposited:	14 Jul 2020 07:53
Last Modified:	16 Jul 2020 13:24
URI:	http://repository.sgu.ac.id/id/eprint/1188

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