The Effects of Logistics Service Quality and Customer Satisfaction to Customer Loyalty of Delivery Oder Service at Fast Food Restaurants in Surabaya

Trisnawati, Juliani Dyah and Megawati, Veny and Kusumawardhany, Prita Ayu (2013) The Effects of Logistics Service Quality and Customer Satisfaction to Customer Loyalty of Delivery Oder Service at Fast Food Restaurants in Surabaya. In: International Symposium on Management 10th: Challenges and Opportunities of the Leading Edge in World Class Supply Chain Management, 16 Maret 2013, Denpasar, Bali.

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Abstract

This study aimed to examine the effect of Logistics Service Quality and Customer Satisfaction to Customer Loyalty for delivery order at fast food restaurants in Surabaya. The full samples are 310 respondents who have already used delivery order at fast food restaurants. To run the data, Structural Equation Modeling (SEM) via LISREL 8.7 program would be conducted. The sampling technique used was convenience non probability sampling. The research concludes that there are significant effects between Logistics Service Quality on Customer Satisfaction, Logistics Service Quality to Customer Loyalty and Customer Satisfaction to Customer Loyalty of delivery order service at fast food restaurants in Surabaya. Keywords: Logistics Service Quality, Customer Satisfaction, Customer Loyalty

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Logistics Service Quality, Customer Satisfaction, Customer Loyalty
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: PRITA AYU KUSUMAWARDHANY
Date Deposited: 10 Aug 2016 02:38
Last Modified: 10 Aug 2016 02:38
URI: http://repository.ubaya.ac.id/id/eprint/28263

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