What Drives Customer Loyalty in Culinary Businesses

Boby Arianto, Humairoh Humairoh, Steven Surya Wijaya

Abstract


Warunk Upnormal is renowned for its popularity as a favored dining establishment, thanks to its distinctive concept, inviting ambiance, and effective marketing techniques that contribute to its success. Currently, Warunk Upnormal is facing a contrasting situation, characterized by issues such as a decline in tourists, which has resulted in the closure of several of its stores. Hence, the author perceives that this phenomena indicates the presence of a disparity, which may serve as the foundation for this investigation. The objective of this study is to assess the impact of Food Quality, Price, Service Quality, Location, and Environment on Customer Loyalty by means of Customer Satisfaction at Warunk Upnormal. This study employs a survey methodology with a quantitative orientation. The data collection method employs a questionnaire. The Non Probability Sampling Technique was employed to collect samples, specifically using the Judgmental Sampling approach. These samples were disseminated to a total of 240 consumer respondents from Warunk Upnormal. The testing tool employs the SmartPLS software. The research findings indicate that all variables have been deemed valid and trustworthy, and satisfy the criteria for both Inner Model and Outer Model testing. The research findings indicate that Food Quality, Price, and Service Quality positively impact Customer Satisfaction, whereas Location and Environment have little impact on Customer Satisfaction. In addition, Customer Satisfaction has a beneficial impact on Customer Loyalty.

Full Text:

PDF

References


Abadi, F., & Nurpratiwi, G. (2021). Pengaruh Moderasi Citra Merek Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Pada Restoran Cepat Saji. Jurnal Riset Manajemen Dan Bisnis, 6(2), 71–84. https://doi.org/10.36407/jrmb.v6i2.530

Abdullah, H., Julai, C. S., Khalida, A., & Idris, M. (2023). Service Quality as Predictors to Customer Satisfaction at Korean Restaurants in Kuching Sarawak. Asian Journal of Research in Business and Management, 4(4), 56–66. https://doi.org/10.55057/ajrbm.2022.4.4.5

Abdullah, O. (2022). Service Quality and its Influence on Customer Satisfaction and Customer Loyalty in the Restaurants of Five-Star Hotels. African Journal of Hospitality, Tourism and Leisure, 11(6), 2173–2189. https://doi.org/10.46222/ajhtl.19770720.349

Adrian, I., & Keni. (2022). Pengaruh food quality dan perceived price fairness terhadap customer loyalty dengan customer satisfaction sebagai variabel mediator. In Jurnal Manajemen Bisnis dan Kewirausahaan (Vol. 7, Issue 2, pp. 329–342). https://doi.org/10.24912/jmbk.v7i2.23355

Aisyah, S., Kadir, K., Choenraad, D. P., & Adang, A. (2023). Influence of Price and Product Quality on Customer Satisfaction. Acman: Accounting and Management Journal, 3(1), 70–80. https://doi.org/10.55208/aj.v3i1.62

Alma, B. (2016). Manajemen Pemasaran dan Pemasaran Jasa. C.V. Alfabeta.

Arifin, A. K., & Soediono, W. (2021). Pengaruh Food Quality, Price, Location and Environment Dan Service Quality Terhadap Customer Loyalty Melalui Customer Satisfaction Asri Kurniasari Arifin Wibisono Soediono. E-Jurnal Manajemen Tsm, 1(4), 151–164. http://jurnaltsm.id/index.php/EJMTSM

Ariyanti, W. P., Hermawan, H., & Izzudin, A. (2022). Pengaruh Harga Dan Lokasi Terhadap Kepuasan Pelanggan. PUBLIK: Jurnal Manajemen Sumber Daya Manusia, Adminsitrasi Dan Pelayanan Publik, 9(1), 85–94. https://doi.org/10.55208/aj.v2i1.30

Bernarto, I., Juliana, J., & Djakasaputra, A. (2022). What Drives Customer Satisfaction? : Evidence From Customer Fast Food Restaurant Indonesia. Jurnal Aplikasi Bisnis Dan Manajemen, 8(3), 711–723. https://doi.org/10.17358/jabm.8.3.711

Bulan, G. K., & Larashati, I. (2022). Effect of Service Quality and Price on Customer Satisfaction. JURNAL COMPUTECH & BISNIS, 16(2), 189–198. https://doi.org/10.56447/JCB.V16I2.20

Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on customer satisfaction, revisit intention, and recommendation using DINESERV scale. Sustainability (Switzerland), 12(18), 1–19. https://doi.org/10.3390/SU12187435

Chung, M.-J., & Yi, N.-Y. (2023). Importance-Performance Analysis of Delivery Food Service Quality to Improve Customer Satisfaction. Journal of the East Asian Society of Dietary Life, 33(1), 81–92. https://doi.org/10.17495/EASDL.2023.2.33.1.81

Fatmawati, B., & Trifianto, K. (2021). Pengaruh Store Atmosphere, Food Quality, dan Perceived Value Terhadap Customer Satisfaction. Jurnal Ilmiah Manajemen Pemasaran.

Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0. Badan Penerbit Universitas Diponegoro.

Goeltom, V. A. H., Saputri, J. A., & Christine, D. (2023). Pengaruh Customer Satisfaction, Customer Delight, Dan Customer Trust Terhadap Loyalitas Pelanggan Restoran Otentik Di Tangerang. JUBIMA : Jurnal Bintang Manajemen, 1(1), 89–118.

Izzuddin, A., & Muhsin, M. (2020). Pengaruh Kualitas Produk, Kualitas Layanan Dan Lokasi Terhadap Kepuasan Konsumen. Jurnal Manajemen Dan Bisnis Indonesia, 6(1), 72–78. https://doi.org/10.32528/jmbi.v6i1.3536

Juliana. (2019). Analisis Pengaruh Brand Image, Service Qualty Dan Price Terhadap Customer Satisfaction. E-Jurnal Manajemen, 8(9), 5867–5886.

Kayumov, A., Ahn, Y. joo, Kiatkawsin, K., Sutherland, I., & Zielinski, S. (2024). Service quality and customer loyalty in halal ethnic restaurants amid the COVID-19 pandemic: a study of halal Uzbekistan restaurants in South Korea. Cogent Social Sciences, 10(1). https://doi.org/10.1080/23311886.2024.2301814

Kotler, P., & Keller, K. L. (2019). Marketing Management (Global). Pearson.

Maulana, W., & Ganawati. (2023). Anteseden dan Konsekuensi dari Customer Satisfaction pada E-commerce. Jurnal Pendidikan Tambusai, 7(3), 20196–20804. https://doi.org/10.33059/jmk.v12i2.6881

Naila Umniyyati Rahmah, & Parlagutan Silitonga. (2023). Increasing Customer Loyalty at McDonald’s Kemang Through Customer Satisfaction. Formosa Journal of Applied Sciences, 2(6), 969–988. https://doi.org/10.55927/fjas.v2i6.4412

Nielasari, A., Yohana, C., & Fidhyallah, N. F. (2021). Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen dan Dampaknya Terhadap Loyalitas Konsumen pada Restoran X. Jurnal Bisnis, Manajemen, Dan Keuangan, 2(3), 757–768.

Ningsih, A., & Hurnis, D. (2023). Pengaruh Customer Experience, Customer Expectation Terhadap Customer Satisfaction Dan Customer Loyalty D′ Besto Chicken & Burger. Jesya, 6(2), 2219–2229. https://doi.org/10.36778/jesya.v6i2.1240

Ou, P. (2024). Structural Equation Modeling of Determinants of Customer Loyalty: A Case of Franchised Restaurants in Cambodia. Lecture Notes in Networks and Systems, 834, 263–277. https://doi.org/10.1007/978-981-99-8349-0_21

Pratama Hafidz, G., & Huriyahnuryi, K. (2023). The Effect of Perceived Value on Customer Satisfaction and Customer Loyalty in the Fast-Food Industry in Indonesia. International Journal of Social Science, Education, Communication and Economics (SINOMICS JOURNAL), 2(1), 41–62. https://doi.org/10.54443/sj.v2i1.113

Salsabilla, K., & Hadisuwarno, H. (2023). The Influence of Product Quality, Perceived Price and Service Quality on Customer Satisfaction at The Terrace Restaurant. Formosa Journal of Applied Sciences, 2(6), 1137–1154. https://doi.org/10.55927/fjas.v2i6.4797

Sari, N., & Siregar, A. P. (2019). Pengaruh Food Quality, Price, Service Quality dan Perceived Value terhadap Customer Loyality pada Restoran Aneka Rasa Jambi dengan Customer Satisfaction sebagai Variabel Intervening. J-MAS (Jurnal Manajemen Dan Sains), 4(2), 368. https://doi.org/10.33087/jmas.v4i2.121

Shin, Y. H., & Yu, L. (2020). The Influence of Quality of Physical Environment, Food and Service on Customer Trust, Customer Satisfaction, and Loyalty and Moderating Effect of Gender: an Empirical Study on Foreigners in South Korean Restaurant. International Journal of Advanced Culture Technology, 8(3), 172–185. https://doi.org/10.17703/IJACT.2020.8.3.172

Siswandi, M. S. N., & Marchyta, N. K. (2022). Pengaruh Food Quality Dan Service Quality Terhadap Revisit Intention Melalui Customer Satisfaction Di Gudeg Ceker Margoyudan Solo. AGORA: Jurnal Mahasiswa Business Management, 10(2), 2.

Soerjanto, S., Priyanto, P., & Rahayu, N. (2024). Meningkatkan Loyalitas Pelanggan Restoran Melalui Kualitas Layanan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi. Jurnal Kepariwisataan, 23(1), 67–77. https://doi.org/10.52352/jpar.v23i1.1244

Syuhadah, K. N. (2023). An internal and external factors affecting customer loyalty: A case study of fast food industry in Kulim, Kedah. AIP Conference Proceedings, 2544. https://doi.org/10.1063/5.0117397

Tama Hutamargo, C., Andajani, E., & Trisnawati, J. D. (2021). Pengaruh Food Quality, Service Quality, Price-Value Ratio Terhadap Customer Satisfaction Dan Behavioral Intention. Jurnal Studi Manajemen Dan Riset Terapan, 1(1), 36–042.

Tegar Sugianto, A., & Syamsuar Manajemen, G. (2020). Pengaruh Kualitas Pelayanan Dan Kualitas Makanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Double’B Bellas Bananas Tangerang. No XX, XX(Xx), 1–19.

Tjiptono, F. (2019). Strategi Pemasaran Prinsip & Penerapan (I). CV. Andi Offset.

Tjiptono, F., & Chandra, G. (2012). Service, Quality Satisfaction. Andi Offset.

Tunggalono, H. K., & Surjano, I. (2022). Pengaruh Transaction Specific Characteristics Terhadap Customer Satisfaction Dan Customer Loyalty Pada Restoran Wingheng Di Jakarta Utara. E-Jurnal Manajemen TSM, 2(1), 15–30. http://jurnaltsm.id/index.php/EJMTSM

Uddin, M. B. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal, 121(11), 2791–2808. https://doi.org/10.1108/BFJ-02-2019-0140




DOI: http://dx.doi.org/10.31000/dmj.v8i3.11656

Article Metrics

Abstract - 196 PDF - 130

Refbacks

  • There are currently no refbacks.


Jurnal ini telah terindeks dalam:


googleGaruda crossref dimention


Office:
Editor of Dynamic Management Journal (DMJ) UMT, Building F, 3rd Floor, Department Management Faculty of Economics and Business, Universitiy Of Muhammadiyah Tangerang
Jl. Perintis Kemerdekaan I No.33, RT.007/RW.003, Babakan, Cikokol, Kec. Tangerang, Kota Tangerang, Banten 15118

Wa: 08567312111 (Galuh), 085716034977 (Eky)
Email: dynamic@gmail.com 

Dynamic management journal is licensed under Attribution-ShareAlike 4.0 International