An Analysis Of Service Performance Influence Towards Customer Satisfaction In Shaping Customer Loyalty (Case Study At X Restorant)  

Oleh:

Pakpahan, Eka KA ; Silitonga, Roland YH ; Erikka, Metta

Jenis: Article from Proceeding
Dalam koleksi: Proceeding The 7th International Seminar on Industrial Engineering and Management (7th ISIEM) di Bali, March 11th – 13th, 2014, page IM 17-22.
Topik: Service Performance; Customer Satisfaction; Customer Loyalty
Fulltext: Paper 15 Eka Kurnia Pakpahan ITHB.pdf (349.86KB)

Isi artikel

Researches on service performance influence towards customer satisfaction and loyalty has grown fast. The focus of the researches is mainly on the type of relationship and the magnitude. The outcome differences among researches triggers a hypothetical question whether a certain model is only applicable on a certain business set. This research intends to analyse the influence of service performance towards customer satisfaction in shaping their loyalty on a particular business restaurant. It is conducted through a case study at X restaurant and SERVPEF is chosen as performance measurement model. Service performance, customer satisfaction and loyalty are connected through structural equation modelling and solved using WarpPLS 3.0. The result shows that service performances positively influence customer satisfaction, while customer satisfactions positively influence customer loyalty.

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