Determinants of customer satisfaction and loyalty Waroeng Steak Restaurant in DKI Jakarta

Endang Saefuddin Mubarok, Budi Subarjo, Raihan Raihan, Wiwin Wiwin and Euis Bandawaty

Cogent Business & Management, 2023, vol. 10, issue 3, 2282739

Abstract: This study aims to determine the effect of facilities, brand image, product quality, promotion, and service quality on customer satisfaction and loyalty at Waroeng Steak Restaurants in DKI Jakarta. This research design is descriptive and quantitative explanatory, with a multivariate analysis method. The research sample is 135 respondents. Data were collected with a questionnaire instrument and analyzed with a structural equation model. The results of this study concluded that; facilities have a significant effect on customer satisfaction but have no significant effect on customer loyalty, brand image has a significant effect on customer satisfaction but has no significant effect on customer loyalty; product quality has a significant effect on customer satisfaction, and customer loyalty; promotion has no significant effect on customer satisfaction and customer loyalty; service quality has a significant effect on customer satisfaction, but has no significant effect on customer loyalty and customer satisfaction has a significant effect on customer loyalty.

Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/23311975.2023.2282739 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:oabmxx:v:10:y:2023:i:3:p:2282739

Ordering information: This journal article can be ordered from
http://cogentoa.tandfonline.com/journal/OABM20

DOI: 10.1080/23311975.2023.2282739

Access Statistics for this article

Cogent Business & Management is currently edited by Len Tiu Wright and Tahir Nisar

More articles in Cogent Business & Management from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().