PENGARUH KUALITAS PELAYANAN DAN KUALITAS MAKANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA DOUBLE’B BELLAS BANANAS TANGERANG

Sugianti, Achmad Tegar (2020) PENGARUH KUALITAS PELAYANAN DAN KUALITAS MAKANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA DOUBLE’B BELLAS BANANAS TANGERANG. PENGARUH KUALITAS PELAYANAN DAN KUALITAS MAKANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA DOUBLE’B BELLAS BANANAS TANGERANG.

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Abstract

ABSTRACT The purpose of this research is to know how to influence quality service and food quality towards customer loyalty through customer satisfaction on Double'b Bellas Bananas Tangerang either directly or indirectly. The population in this study was all the customers of Double'b Bellas Bananas Tangerang. The samples used in this study use the Slovin formula so that the sample obtained as much as 100 respondents. The data collection methods used are observations and questionnaires. The data analysis techniques used in this research are Structural Equation Modeling-Partial Least Square (SEM-PLS) analysis using SmartPLS version 3 software. The results showed significant service quality of customer loyalty. The better quality of service provided by Double ‘ B Bellas Bananas the higher the customer loyalty as well. Food quality has significant effect on customer loyalty. The better the quality of the food the higher the customer loyalty on Double ‘ B Bellas Bananas. Satisfaction has significant effect on customer loyalty. This gives the sense that the better customer satisfaction then the higher the loyalty of customers on Double ‘ B Bellas Bananas. The quality of service significantly affects customer satisfaction. It proves that the better the quality of service provided the higher customer satisfaction on Double ‘ B Bellas Bananas. Food quality has significant effect on customer satisfaction. It proves the higher the quality of food the higher the customer satisfaction on Double ‘ B Bellas Bananas. Service quality has no significant effect on loyalty through customer satisfaction. Quality of food significantly affects Loyalitasvia customer satisfaction on Double ‘ B Bellas Bananas.

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