The Effect of Food Quality and Service Quality on Consumer Loyalty with Satisfaction as the Intervening Variable

Elzelyta Nurillah Siregar (), Endang Sulistya Rini and Beby Karina Fawzeea Sembiring
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Elzelyta Nurillah Siregar: Universitas Sumatera Utara, Master of Management
Endang Sulistya Rini: Universitas Sumatera Utara, Master of Management
Beby Karina Fawzeea Sembiring: Universitas Sumatera Utara, Master of Management

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 810-827 from Springer

Abstract: Abstract This research aims to determine and analyze the effect of food quality and service quality on consumer loyalty, with satisfaction as an intervening variable at Aisyah Catering Medan. The population in this research were all customers of Aisyah Catering Medan who had purchased at least twice, the number of which was unknown. The sampling technique used a non-probability sampling method, namely purposive sampling, with a total sample of 97 respondents. The instrument of this research used a questionnaire. The method used for hypothesis testing in this research is the Structural Equation Model (SEM) method. The results showed that food quality positively and significantly affects consumer loyalty at Aisyah Catering Medan. Service Quality has a positive and significant effect on Consumer Loyalty at Aisyah Catering Medan. Satisfaction has a positive and significant effect on Consumer Loyalty at Aisyah Catering Medan. Food Quality positively and significantly affects Satisfaction at Aisyah Catering Medan. Service quality has a positive and significant effect on satisfaction. Satisfaction can mediate the relationship between Food Quality and Consumer Loyalty. Satisfaction can mediate the effect of Service Quality on Consumer Loyalty.

Date: 2024
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DOI: 10.2991/978-94-6463-234-7_85

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