Analysis of Product Quality and Service Quality Towards Customer Loyalty Mediated by Customer Satisfaction at Wanaku Chinese Restaurant in Jimbaran Badung Regency

I Nyoman Agus SETYAWAN; Gusti Ayu  SUGIATI; Putu Ngurah Suyatna  YASA

doi:10.38142/ijesss.v6i3.1345

Authors

I Nyoman Agus SETYAWAN Warmadewa University, Indonesia
Gusti Ayu SUGIATI Warmadewa University, Indonesia
Putu Ngurah Suyatna YASA Warmadewa University, Indonesia

DOI:

https://doi.org/10.38142/ijesss.v6i3.1345

Keywords:

Product Quality, Service Quality, Customer Loyalty, Customer Satisfaction

Abstract

This study was conducted at Wanaku Chinese Restaurant to analyze the effect of product quality on and service quality on customer loyalty mediated by customer satisfaction. The sample was determined through purposive sampling, so that 100 customers who had made purchases at Wanaku Chinese Restaurant were obtained. Data were collected through a questionnaire with Likert scale measurements, then analyzed using instrument tests, SEM-PLS, and hypothesis tests. The results show that product quality has a positive and significant effect on customer satisfaction and loyalty, service quality has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive and significant effect on customer loyalty, customer satisfaction mediates the effect of product quality on customer loyalty, and customer satisfaction mediates the effect of service quality on customer loyalty.

Downloads

Download data is not yet available.

References

Adhikari, A., Derashid, C., & Zhang, H. (2018). Public policy, political connections , and effective tax rates : Longitudinal evidence from Malaysia. Journal of Accounting and Public Policy, 25, 574–595.

Albayrak, T., Aksoy, Ş., & Caber, M. (2015). The effect of environmental concern and scepticism on green purchase behaviour. Marketing Intelligence and Planning, 31(1), 27–39.

Anggraeni, Dita Putri ., Kumadji, Srikandi., S. (2016) ‘PELANGGAN ( Survei pada Pelanggan Nasi Rawon di Rumah Makan Sakinah Kota Pasuruan )’, Jurnal Administrasi Bisnis (JAB), 37(1).

Asgharian, R., Salehi, M., Saleki, Z. S., Hojabri, R., & Nikkheslat, M. (2012). Green Product Quality, Green Customer Satisfaction, And Green Customer Loyalty. IRACST- International Journal of Research in Management & Technology (IJRMT), 2(5), 499-503.

Basith, Abdul., Kumadji, Srikandi., Hidayat, K. (2014) ‘KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN ( Survei pada Pelanggan De ’ Pans Pancake and Waffle di Kota Malang )’, Jurnal Administrasi Bisnis (JAB), 11(1).

Budiastari, S. (2012) ‘PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, DAN CITRA MEREK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN BETON SIAP PAKAI HOLCIM DI JAKARTA’, Warta Semen Beton Indonesia, 10, pp. 87–106.

Consuegra, D. M., Molina, A., & Esteban, A. (2007). An Integrated Model Of Price, Satisfaction And Loyalty: An Empirical Analysis In The Service Sector. Journal of Product & Brand Management, 16(7), 459-468.

Dennisa, E.A. and Santoso, S.B. (2016) ‘Analisis Pengaruh Kualitas Produk , Kualitas Layanan , dan Citra Merek terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening ( Studi pada Klinik Kecantikan Cosmedic Semarang )’, 5, pp. 1–13

Diputra, I. W., & Yasa, N. K. (2021). The Influence Of Product Quality, Brand Image, Brand Trust On Customer Satisfaction And Loyalty. American International Journal of Business Management, 4(01), 25-34.

Familiar, Kukuh & Maftukhah, I. (2015) ‘PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN’, Management Analysis Journal, 4(4), pp. 348–354.

Felix,R.(2017). Service Quality And Satisfaction In Selected Bank In Rwanda. Journal Of Business & Financial Affairs, 6(1), 01-11.

Gumussoy, C.A and Koseoglu, B. (2016). The Effect of Service Quality, Perceived Value and Price Fairness on Hotel Customer’s Satisfaction and Loyalty. Journal of Economics, Business and Management, 4(9), 523- 526.

Gurbuz, E. (2008). Retail Store Branding In Turkey:Its Effect On Perceived Quality,Satisfaction And Loyalty. EuroMed Journal of Business, 3(3), 286-304.

Izquierdo, M.S., H.F. Palaios, and A.G.J. Tacon. (2007). Effect of broodstock nutrition on reproductive performance of fish. Aquaculture, 197 : 25 – 42

Hadiwidjaja, R. S., & Dharmayanti, D. (2020). Analisa Hubungan Experiential Marketing, Kepuasan Pelanggan, Loyalitas Pelanggan Starbucks Coffee di Surabaya Town Square. Jurnal Manajemen Pemasaran, 2(2), 1-11.

Hartanto, Anthony & Andreani, F. (2019) ‘PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI DI DE MANDAILING CAFE SURABAYA’, AGORA, 7(1).

Hoe, L. C., & Mansori, S. (2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing, 3(1), 20-35.

Iriyanti, Emik., Qomariah, Nurul., Suharto, A. (2016) ‘PENGARUH HARGA, KUALITAS PRODUK DAN LOKASI TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING PADA DEPOT MIE PANGSIT JEMBER’, Jurnal Manajemen Dan Bisnis Indonesia, 2(1), pp. 1–15.

Jahansashahi, A. A., Gashti, M. A., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. (2011). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.

Kandampully, J., & Suhartanto, D. (2000). Customer Loyality In The Hotel Industry: The Role Of Customer Satisfaction And Image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.

Kurniawati, Dewi., Suharyono., Kusumawati, A. (2014) ‘KEPUASAN DAN LOYALITAS PELANGGAN ( Studi pada Pelanggan KFC Cabang Kawi Malang )’, Jurnal Administrasi Bisnis (JAB), 14(2), pp. 1–9.

Munisih, S. (2015) ‘Pengaruh kualitas produk terhadap nilai pelanggan dan kepuasan pelanggan dan dampaknya pada loyalitas pelanggan apotek dela semarang’, FAKULTAS EKONOMIKA DAN BISNIS, 2(1).

Nugroho, D.M. (2015) ‘PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK LAYANAN, DAN HARGA PRODUK LAYANAN TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN PRABAYAR TELKOMSEL’, Jurnal OE, VII(2), pp. 158–174.

Pahlawan, R., Laba, A.R. and Pakki, E. (2019) ‘LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM ( PDAM ) KOTA MAKASSAR’, Journal of Business Administration, 3(2), pp. 228–244.

Tripayana, Satya & Pramono, J. (2020) ‘Kualitas Produk , Pelayanan , dan Loyalitas Pelanggan Dimana Kepuasan Sebagai Variabel Intervening pada UKM Start Up Pariwisata Kombuchi Brewing Co , Bali’, Jurnal Ekonomi Manajemen Akuntansi dan Perpajakan [Preprint], (January). Available at: https://doi.org/10.24167/jemap.v2i2.2266.

Umiarso & Gozali, Imam. (2011). Manajemen Mutu Sekolah di Era Otonomi Pendidikan. Cetakan Kedua. Jogjakarta: IRCiSoD.

Wirawan, A. A., Sjahruddin, H., & Razak, N. (2019). Pengaruh Kualitas Produk dan Lokasi Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Pada Lamuna Coffee di Kabupaten Bone. Jurnal Organisasi Dan Manajemen(1), 15-26.