The Effect of Service Quality on Customer Loyalty - Based on Research of Indonesia Food & Beverage Franchise Industry

Samuel Julianto

《International Core Journal of Engineering》 6卷7期 (2020/07) Pp. 18-29

https://doi.org/10.6919/ICJE.202007_6(7).0003

摘要

Purpose: The paper ＂The effect of service quality on customer loyalty-- Based on research of Indonesian food and beverage franchise industry＂ is conducted with the approach of the consumer for the purpose of knowing the level of consumer loyalty and estimating determinants that influence consumer loyalty in the context of the Indonesian economy, especially in the food and beverage Franchise industry.Design/ Methodology/ Approach: The previous concept model is enhanced by integrating the service quality literature, customer satisfaction literature and customer loyalty literature This research uses descriptive analysis method with quantitative approach with data collection using a questionnaire. Empirical data were collected from 162 consumers in capital city (Jakarta) in Indonesia through a survey of 18 questions exclude personal information and questions with three variable of the research. Findings: The empirical results indicate that service quality impact positive on customer loyalty through the mediator effect of customer satisfaction. Therefore, Service quality is very important in running a business to increase customer satisfaction and customer loyalty. Originality/value: Thanks to the research results, the author look that service quality is not given much attention to managing food and beverage serving in the franchise industry. Even though service quality is very important in maintaining customer loyalty thereby increasing company profits. with this research the authors hope that the food and beverage franchise industry entrepreneurs can improve service quality to maintain customer loyalty, suggests a range of efficient solutions as well as effective marketing strategies for Indonesia enterprises to establish and promote the customer loyalty, which is an imperative issue in both theoretical and practical aspects.

關鍵字

Service quality ； Customer satisfaction ； Customer loyalty ； Marketing ； Franchise

參考文獻

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