The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty
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Published
27 February 2022
Keywords:
-
loyalty, product, logistic regression, satisfaction, service
Abstract
Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.
References
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Irawan, D., & Japarianto, E. (2013). Analysis of the influence of product quality on loyalty through satisfaction as an intervening variable on customers of por kee restaurants in Surabaya (Analisa pengaruh kualitas produk terhadap loyalitas melalui kepuasan sebagai variabel intervening pada pelanggan restoran por kee Surabaya). Jurnal Manajemen Pemasaran, 1(2), 1-8. Retrieved from https://media.neliti.com/media/publications/140415-ID-analisa-penngaruh-kualitas-produk-terhad.pdf
Kartajaya, H. (2003). Marketing in Venus (Pemasaran in Venus). Jakarta: PT. Gramedia. Pustaka Utama.
Kemenparekraf. (2021). Press release: 'Indonesia spice up the world' increases Indonesia's opportunities in the world culinary industry (Siaran pers: ’Indonesia spice up the world’ tingkatkan peluang Indonesia di industri kuliner dunia). Retreived from https://www.kemenparekraf.go.id/
Kotler, P. (2005). Marketing Management in Indonesia: Analysis, Planning, Implementation and Control (Manajemen Pemasaran di Indonesia: Analisis, Perencanaan, Implementasi dan Pengendalian). Jakarta: Penerbit Salemba Empat
Kotler, P. (2011). Principles of Marketing (12th Edition) (Prinsip-prinsip Pemasaran (Edisi ke-12)). Jakarta: Erlangga.
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th Edition (Manajemen Pemasaran (Edisi ke 13)). Jakarta: Erlangga.
Kurnia, I., Besra, E. (2020). The effect of product quality on consumer loyalty with customer satisfaction as mediating variables in Ampalu Raya Padang. Global Scientific Journal, 7(10), 1016-1031. ISSN 2320-9186
Kusuma, R. W., & Suwitho. (2015). The effect of product quality, price, facilities and emotions on customer satisfaction (Pengaruh kualitas produk, harga, fasilitas dan emosional terhadap kepuasan pelanggan). Jurnal Ilmu dan Riset Manajemen, 4(12), 1-17
Lujeng, B. M. (2017). Analisis kualitas produk dalam meningkatkan volume penjualan pada UD Jenang Karomah Kudus (Skripsi). STAIN, Kudus, Indonesia
Lupiyoadi, R. (2001). Service Marketing Management (Manajemen Pemasaran Jasa). Jakarta: Salemba Empat
Mangore, I. I., Lumanauw, B., & Tielung, M. (2015). Analysis of product quality, service quality and brand image to customer loyalty at tupperware Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisinis, dan Akuntasi, 3(2), 616-627. doi: https://doi.org/10.35794/emba.3.2.2015.8593
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. doi: https://doi.org/10.1177/002224298504900403
Rachmawati, R. (2014). Effect of satisfaction on customer loyalty (a study of the food business (Pengaruh kepuasan terhadap loyalitas pelanggan (sebuah kajian terhadap bisnis makanan)). Teknobuga, 1(1), 66 – 79. doi: https://doi.org/10.15294/teknobuga.v1i1.6404
Reza, F., Sumarwan, U., & Hartoyo. (2019). Satisfaction, purchasing behavior, and customer loyalty of butik emas logam mulia. Journal of Consumer Sciences, 4(2), 90-107. doi: https://doi.org/10.29244/jcs.4.2.90-107
Rohana, T. (2020). The effect of satisfaction on customer loyalty (Pengaruh kepuasan terhadap loyalitas pelanggan). Jurnal Ilmu Manajemen, 8(1), 28-32. ISSN 2615-2932.
Sangadji, E. M., & Sopiah. (2013). Consumer Behavior: A Practical Approach to the Association of Research Journals (Perilaku Konsumen: Pendekatan Praktis Himpunan Jurnal Penelitian). Yogyakarta: Penerbit Andi.
Santoso, S. (2010). Application of the Multidimensional Scaling (MDS) method in planning the marketing strategy formulation of Hero Malang supermarket (Penerapan Metode Multidimensional Scaling (MDS) dalam perencanaan formulasi strategi pemasaran supermarket Hero Malang). Jurnal Teknik Industri, 1(1), 60-70. doi: https://doi.org/10.22219/JTIUMM.Vol1.No1.60-70\
Santoso, S. (2020). Optimizing access to financial capital of creative economy for startups towards global competitiveness. BECOSS (Business Economic, Communication, and Social Sciences), 2(2), 13-21. doi: https://doi.org/10.21512/becossjournal.v2i2.6246.
Sembiring, M., Sipayung, R., & Sitepu, F. E. (2014). Growth and production of peanuts with composting of empty palm oil bunches at different seasoning frequencies (Pertumbuhan dan produksi kacang tanah dengan pemberian kompos tandan kosong kelapa sawit pada frekuensi pembumbunan yang berbeda). Jurnal Online Agroekoteknologi, 2(2), 598-607. doi: https://dx.doi.org/10.32734/jaet.v2i2.7066
Solimun, S., & Fernandes, A. A. R. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development, 37(1), 76-87. doi: https://doi.org/10.1108/JMD-12-2016-0315
Subagyo, A. (2010). Marketing in Business (Pemasaran dalam Bisnis). Jakarta: Mitra Wacana Media.
Susanto, B., & Mangatua, F. W. (2010). Effect of trust, customer satisfaction, perceived value, and commitment to customer loyalty Three (Pengaruh trust, customer satisfaction, perceived value, dan commitment terhadap loyalitas pelanggan Three). Jurnal Manajemen, 5(1),17-32. Retrieved from https://www.semanticscholar.org/paper/Pengaruh-Trust%2C-Customer-Satisfaction%2C-Perceived-Susanto-Mangatua/9d0b2bd84deb15c42c3e13b7f4cc823e37b0df51
Tjiptono, F. (2008). Marketing Strategy (Issue III) (Strategi Pemasaran (Edisi III)). Yogyakarta: CV. Andi Offset.
Tjiptono, F., & Diana, A. (2015). Satisfied Customer? Not enough (Pelanggan Puas? Tak Cukup). Yogyakarta: ANDI Yogyakarta.
Weenas, R. S. (2013). (Product quality, price, promotion and service quality influence the purchase decision of spring bed comforta (Kualitas produk, harga, promosi dan kualitas pelayanan pengaruhnya terhadap keputusan pembelian spring bed comforta). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisinis, dan Akuntasi, 1(4), 607-618. Doi: https://doi.org/10.35794/emba.1.4.2013.2741
Agiesta, W., Sajidin, A., & Perwito. (2021). The influence of service quality and customer satisfaction on customer loyalty for local trains in Bandung Raya (Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan KA lokal Bandung Raya). Jurnal Ilmiah MEA, 5(2), 1653-1664. doi: https://doi.org/10.31955/mea.vol5.iss2.pp1653-1664
Anggraeni, D. P. (2016). The effect of product quality on satisfaction and loyalty (Pengaruh kualitas produk terhadap kepuasan dan loyalitas). Jurnal Administrasi Bisnis, 37(1), 171-177. Retrieved from https://media.neliti.com/media/publications/87178-ID-pengaruh-kualitas-produk-terhadap-kepuas.pdf
Appley, A. L., & Lee, O. L. (2010). Introduction to Management (Pengantar Manajemen). Jakarta: Salemba.
Ariani. (2008). Quality Management Qualitative Side Approach (Manajemen Kualitas Pendekatan Sisi Kualitatif). Jakarta: Penerbit Ghalia Indonesia.
Azwar, S. (2011). Research Method (Metode Penelitian). Yogyakarta: Pustaka Pelajar.
BEKRAF. (2019). BEKRAF Performance Report 2019 (Laporan Kinerja BEKRAF Tahun 2019). Jakarta: Badan Ekonomi Kreatif Indonesia
Creswell, J. W. (2012). Qualitative, Quantitative, and Mixed Approach (Research Design Pendekatan Kualitatif,Kuantitatif, dan Mixed). Yogyakarta: Pustaka Pelajar.
Daryanto, & Setyobudi, I. (2014). Customer and Excellent Service (Konsumen dan Pelayanan Prima). Yogyakarta: Gava Media. Hariasari, Ardina.
Dewi, L. R. (2013). The influence of service quality on customer loyalty of internet cafe service users in Singaraja City in 2021 (Pengaruh kualitas pelayanan terhadap loyalitas pelanggan pengguna jasa warung internet di Kota Singaraja Tahun 2021). Jurnal Pendidikan Ekonomi Undiksha, 1(1), 1-13. doi: http://dx.doi.org/10.23887/jjpe.v1i1.469
Firmansyah, M. A. (2019). Product and Brand Marketing (Pemasaran Produk dan Merek). Surabaya: Qiara Media.
Fitriani. (2019). Pengaruh kualitas produk dan citra merek terhadap kepuasan konsumen dalam membentuk loyalitas (studi pada konsumen baju H&M di Yogyakarta) (Skripsi). Sanata Dharma University, Yogyakarta, Indonesia.
Gantino, R., & Erwin, E. (2010). The effect of quality costs on sales at PT. Guardian Pharmatama (Pengaruh biaya kualitas terhadap penjualan pada PT. Guardian Pharmatama). Journal of Applied Finance and Accounting, 2(2), 138-168. doi: https://doi.org/10.21512/jafa.v2i2.159
Gaspersz, V. (2001). Analysis for Quality Improvement (Analisa untuk Peningkatan Kualitas). Jakarta: PT. Gramedia Pustaka Utama
Goranda, I. R., Nurhayati, P., Simanjutak, M. (2021). Analysis of consumer satisfaction and loyalty factors with crm approach in agribusiness e-commerce company. Journal of Consumer Sciences, 6(2), 111-128. doi: https://doi.org/10.29244/jcs.6.2.111-128
Griffin, J. (2005). Customer Loyalty: Growing and Maintaining Customer Loyalty (Customer Loyalty: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan). Jakarta: Erlangga.
Gunawan, I. M. P. (2013). Analisis Pengaruh kepuasan terhadap loyalitas konsumen restoran gado-gado boplo Kelapa Gading Jakarta Utara (Skripsi). Institut Pertanian Bogor, Bogor, Indonesia
Hayati, Y. H., & Sekartaji, G. (2015). Effect of product quality on customer satisfaction at Pak Ndut Solo's duck and fried chicken restaurant (Pengaruh kualitas produk terhadap kepuasan konsumen di restoran bebek dan ayam goreng Pak Ndut Solo). Jurnal Ilmiah Manajemen Fakultas Ekonomi, 1(1), 49-56. doi: https://doi.org/10.34203/jimfe.v1i1.455
Hennink, M., Hutter, I., & Bailey, A. (2020). Qualitative Research Methods. London: SAGE Publication
Irawan, D., & Japarianto, E. (2013). Analysis of the influence of product quality on loyalty through satisfaction as an intervening variable on customers of por kee restaurants in Surabaya (Analisa pengaruh kualitas produk terhadap loyalitas melalui kepuasan sebagai variabel intervening pada pelanggan restoran por kee Surabaya). Jurnal Manajemen Pemasaran, 1(2), 1-8. Retrieved from https://media.neliti.com/media/publications/140415-ID-analisa-penngaruh-kualitas-produk-terhad.pdf
Kartajaya, H. (2003). Marketing in Venus (Pemasaran in Venus). Jakarta: PT. Gramedia. Pustaka Utama.
Kemenparekraf. (2021). Press release: 'Indonesia spice up the world' increases Indonesia's opportunities in the world culinary industry (Siaran pers: ’Indonesia spice up the world’ tingkatkan peluang Indonesia di industri kuliner dunia). Retreived from https://www.kemenparekraf.go.id/
Kotler, P. (2005). Marketing Management in Indonesia: Analysis, Planning, Implementation and Control (Manajemen Pemasaran di Indonesia: Analisis, Perencanaan, Implementasi dan Pengendalian). Jakarta: Penerbit Salemba Empat
Kotler, P. (2011). Principles of Marketing (12th Edition) (Prinsip-prinsip Pemasaran (Edisi ke-12)). Jakarta: Erlangga.
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th Edition (Manajemen Pemasaran (Edisi ke 13)). Jakarta: Erlangga.
Kurnia, I., Besra, E. (2020). The effect of product quality on consumer loyalty with customer satisfaction as mediating variables in Ampalu Raya Padang. Global Scientific Journal, 7(10), 1016-1031. ISSN 2320-9186
Kusuma, R. W., & Suwitho. (2015). The effect of product quality, price, facilities and emotions on customer satisfaction (Pengaruh kualitas produk, harga, fasilitas dan emosional terhadap kepuasan pelanggan). Jurnal Ilmu dan Riset Manajemen, 4(12), 1-17
Lujeng, B. M. (2017). Analisis kualitas produk dalam meningkatkan volume penjualan pada UD Jenang Karomah Kudus (Skripsi). STAIN, Kudus, Indonesia
Lupiyoadi, R. (2001). Service Marketing Management (Manajemen Pemasaran Jasa). Jakarta: Salemba Empat
Mangore, I. I., Lumanauw, B., & Tielung, M. (2015). Analysis of product quality, service quality and brand image to customer loyalty at tupperware Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisinis, dan Akuntasi, 3(2), 616-627. doi: https://doi.org/10.35794/emba.3.2.2015.8593
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. doi: https://doi.org/10.1177/002224298504900403
Rachmawati, R. (2014). Effect of satisfaction on customer loyalty (a study of the food business (Pengaruh kepuasan terhadap loyalitas pelanggan (sebuah kajian terhadap bisnis makanan)). Teknobuga, 1(1), 66 – 79. doi: https://doi.org/10.15294/teknobuga.v1i1.6404
Reza, F., Sumarwan, U., & Hartoyo. (2019). Satisfaction, purchasing behavior, and customer loyalty of butik emas logam mulia. Journal of Consumer Sciences, 4(2), 90-107. doi: https://doi.org/10.29244/jcs.4.2.90-107
Rohana, T. (2020). The effect of satisfaction on customer loyalty (Pengaruh kepuasan terhadap loyalitas pelanggan). Jurnal Ilmu Manajemen, 8(1), 28-32. ISSN 2615-2932.
Sangadji, E. M., & Sopiah. (2013). Consumer Behavior: A Practical Approach to the Association of Research Journals (Perilaku Konsumen: Pendekatan Praktis Himpunan Jurnal Penelitian). Yogyakarta: Penerbit Andi.
Santoso, S. (2010). Application of the Multidimensional Scaling (MDS) method in planning the marketing strategy formulation of Hero Malang supermarket (Penerapan Metode Multidimensional Scaling (MDS) dalam perencanaan formulasi strategi pemasaran supermarket Hero Malang). Jurnal Teknik Industri, 1(1), 60-70. doi: https://doi.org/10.22219/JTIUMM.Vol1.No1.60-70\
Santoso, S. (2020). Optimizing access to financial capital of creative economy for startups towards global competitiveness. BECOSS (Business Economic, Communication, and Social Sciences), 2(2), 13-21. doi: https://doi.org/10.21512/becossjournal.v2i2.6246.
Sembiring, M., Sipayung, R., & Sitepu, F. E. (2014). Growth and production of peanuts with composting of empty palm oil bunches at different seasoning frequencies (Pertumbuhan dan produksi kacang tanah dengan pemberian kompos tandan kosong kelapa sawit pada frekuensi pembumbunan yang berbeda). Jurnal Online Agroekoteknologi, 2(2), 598-607. doi: https://dx.doi.org/10.32734/jaet.v2i2.7066
Solimun, S., & Fernandes, A. A. R. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development, 37(1), 76-87. doi: https://doi.org/10.1108/JMD-12-2016-0315
Subagyo, A. (2010). Marketing in Business (Pemasaran dalam Bisnis). Jakarta: Mitra Wacana Media.
Susanto, B., & Mangatua, F. W. (2010). Effect of trust, customer satisfaction, perceived value, and commitment to customer loyalty Three (Pengaruh trust, customer satisfaction, perceived value, dan commitment terhadap loyalitas pelanggan Three). Jurnal Manajemen, 5(1),17-32. Retrieved from https://www.semanticscholar.org/paper/Pengaruh-Trust%2C-Customer-Satisfaction%2C-Perceived-Susanto-Mangatua/9d0b2bd84deb15c42c3e13b7f4cc823e37b0df51
Tjiptono, F. (2008). Marketing Strategy (Issue III) (Strategi Pemasaran (Edisi III)). Yogyakarta: CV. Andi Offset.
Tjiptono, F., & Diana, A. (2015). Satisfied Customer? Not enough (Pelanggan Puas? Tak Cukup). Yogyakarta: ANDI Yogyakarta.
Weenas, R. S. (2013). (Product quality, price, promotion and service quality influence the purchase decision of spring bed comforta (Kualitas produk, harga, promosi dan kualitas pelayanan pengaruhnya terhadap keputusan pembelian spring bed comforta). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisinis, dan Akuntasi, 1(4), 607-618. Doi: https://doi.org/10.35794/emba.1.4.2013.2741
Authors
Naini N. F., Santoso S., Andriani T. S., Claudia U. G., & Nurfadillah N. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34-50. https://doi.org/10.29244/jcs.7.1.34-50
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