The Effect of Product Quality and Service Quality Towards Customer Satisfaction and Customer Loyalty in Traditional Restaurants in East Java

Christina Esti Susanti ()
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Christina Esti Susanti: Widya Mandala Catholic University Surabaya

Chapter 43 in Proceedings of the International Conference on Managing the Asian Century, 2013, pp 383-393 from Springer

Abstract: Abstract This study aimed at investigating the effect of product quality and service quality on customer loyalty through customer satisfaction. This research found that product quality and service quality has significant effect on customer satisfaction. Customer satisfaction has a significant effect on brand loyalty. And customer satisfaction act as a mediator between exogenous variables to consumer loyalty. These results indicate that exogenous variables significantly influencing on brand loyalty are product quality and service quality. These results suggest that company should improve product quality and service quality that affect customer satisfaction and customer loyalty.

Keywords: Product quality; Service quality; Customer satisfaction; Customer loyalty (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-4560-61-0_43

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DOI: 10.1007/978-981-4560-61-0_43

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