Kuandy, Natasya Lienovia and Trisnawati, Juliani Dyah and Megawati, Veny (2019) Effect of food quality, service quality, atmospherics, other customers and emotions on loyalty at De Soematra 1910 Restaurant Surabaya. In: Proceedings of the 16th International Symposium on Management (INSYMA 2019), March 4-6. 2019, Aryaduta Hotel, Piere Tendean Road, Manado.
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Abstract
This study aims to measure the variables of food quality, service quality, atmospherics, other customers, and positive & negative emotions on customer loyalty. An empirical study was conducted by distributing a questionnaire to 150 respondents who are De Soematra 1910 Restaurant Surabaya customers. The results of the analysis using the Structural Equation Model (SEM) are positive. Meanwhile, other customers variable has a negative effect. Furthermore, positive and negative emotion variables have an effect on loyalty. Based on these findings, restaurant owners need to improve the quality of food and services such as fresh food events and present them in an interesting way. In addition, service enhancements should be delivered professionally and friendliness has a positive effect on customer satisfaction and loyalty.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | customer perception of restaurant quality, SEM, loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Eko Setiawan 194014 |
| Date Deposited: | 08 Apr 2023 22:31 |
| Last Modified: | 08 Apr 2023 22:31 |
| URI: | http://repository.ubaya.ac.id/id/eprint/43855 |
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