Zen, Felisa and Abadi, Fiter (2015) The Influence of Product Differentiation and Service Quality On Customer Satisfaction and Loyalty in the Restaurant Industry. Bachelor thesis, Swiss German University.

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Abstract

The aim of this research is to study the relationships between Product Differentiation (PD), Service Quality (SQ), Customer Satisfaction (S), and Customer Loyalty (L) in the restaurant industry. Previous empirical studies have demonstrated the importance of providing excellent service in satisfying customers in service industries, especially the restaurant industry. This research intends on expanding on this theory by examining the importance and influence of differentiated products on Customer Satisfaction and Customer Loyalty in a restaurant setting, particularly Sushi Tei. Questionnaires were distributed among 100 respondents, where customers of Sushi Tei were asked to rate statements based on their perceptions and agreeableness towards the given statements. Results of the data are then used to analyze correlations between the variables under research. Findings indicate that there is a strong relationship between PD and S, a moderate relationship between SQ and S, and a weak relationship between S and L.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Product Differentiation; Service Quality; Customer Satisfaction; Customer Loyalty.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980 SERVQUAL (Service quality framework) H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	04 Dec 2020 14:47
Last Modified:	04 Dec 2020 14:47
URI:	http://repository.sgu.ac.id/id/eprint/1565

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