Fabianto, Jessica (2023) Understanding Customer Loyalty in the Fast Food Restaurants of JABODETABEK (Case Study in Burger King Ciledug). Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Dalam industri makanan cepat saji, industri dengan pertumbuhan tercepat, loyalitas
pelanggan sangat penting karena terdapat banyak pesaing dan pengganti. Banyak sekali
faktor yang mempengaruhi loyalitas pelanggan, beberapa di antaranya adalah, dan
yang akan dibahas dalam tulisan ini adalah, kualitas pelayanan, suasana restoran,
keadilan harga, negara asal, dan kepuasan pelanggan. Jumlah responden sebanyak 220
orang, berusia 18-54 tahun dan pernah ke Burger King Ciledug. Analisis data
menggunakan SmartPLS 4. Hasil penelitian adalah kualitas pelayanan, suasana
restoran, dan kewajaran harga berpengaruh positif terhadap kepuasan pelanggan,
namun negara asal tidak berpengaruh signifikan terhadap kepuasan pelanggan.
Kepuasan pelanggan berdampak positif terhadap loyalitas pelanggan. Implikasi
manajerial dalam penelitian ini adalah mendapatkan umpan balik dari pelanggan,
menjadikan restoran lebih estetis, menyelenggarakan acara keterlibatan pelanggan, dan
menerapkan program loyalitas. Keterbatasan dalam penelitian ini adalah model
konseptual lemah hingga sedang, rentang usia responden tidak merata, dan responden
hanya diambil dari Burger King Ciledug dan mungkin tidak mewakili restoran Burger
King lainnya./Within the fast food industry, the fastest growing industry, customer loyalty is
vital because there are many competitors and substitutes. There are many
factors affecting customer loyalty, some of them are, and those which will be
discussed in this paper are, service quality, restaurant atmosphere, price
fairness, country of origin, and customer satisfaction. The number of
respondents is 220, aged 18-54 and have been to Burger King Ciledug. The data
is analyzed using SmartPLS 4. The result of this research is that service quality,
restaurant atmosphere, and price fairness positively impacts customer
satisfaction, but country of origin insignificantly affects customer satisfaction.
Customer satisfaction positively impacts customer loyalty. The managerial
implications in this research are to gain feedback from customers, make
restaurant more aesthetic, organize customer engagement events, and
implement loyalty programs. The limitations in this research are weak to
moderate conceptual model, age range of respondents is uneven, and
respondents are only taken from Burger King Ciledug and may not represent
other Burger King restaurants.
Item Type: | Thesis (Bachelor) |
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Creators: | Creators NIM Email ORCID Fabianto, Jessica NIM01013200001 jessicafabianto@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Sembel, Jacquelinda Sandra NIDN0001046202 sandra.sembel@uph.edu |
Uncontrolled Keywords: | service Quality; restaurant atmosphere; price fairness; country of origin; customer satisfaction; customer loyalty |
Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor 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: | JESSICA FABIANTO |
Date Deposited: | 20 Dec 2023 06:10 |
Last Modified: | 20 Dec 2023 06:10 |
URI: | http://repository.uph.edu/id/eprint/59541 |