Factors that influence customer satisfaction and its impact on customer loyalty for multinational fast food restaurant franchise Subway in Indonesia

Lim, Maxwell (2022) Factors that influence customer satisfaction and its impact on customer loyalty for multinational fast food restaurant franchise Subway in Indonesia. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this research is to observe the factors that affect customer satisfaction and its impact on customer loyalty for Subway in Indonesia. Customers of the international fast food business Subway in Jabotabek provided samples for this investigation. This study surveyed 260 people using online questionnaires, which were then analyzed using the Structural Equation Model approach. The findings in this research showed that product quality, service quality and perceived price significantly affects customer satisfaction, moreover it was also found that physical environment quality did not have a significant effect towards customer satisfaction. In addition, product quality, service quality and perceived price has a significant indirect influence towards customer loyalty, and physical environment quality does not have a significant indirect influence towards customer loyalty. This research will help to improve knowledge of managerial and theoretical viewpoints, which will be useful for future research.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Lim, MaxwellNIM01013180003maxlucky321@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorTan, PaulineNIDN0023036906UNSPECIFIED
Uncontrolled Keywords: customer loyalty; customer satisfaction; product quality; service quality; physical environment quality; perceived price; food service industry
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Maxwell Jacob Lim
Date Deposited: 22 Jun 2022 08:08
Last Modified: 22 Jun 2022 08:08
URI: http://repository.uph.edu/id/eprint/47925

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