The effect of service quality and perceived value, through customer satisfaction, on customer loyalty as seen in the evidence of Warteg new bahari in Jakarta

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Novita, Zenda (2024) The effect of service quality and perceived value, through customer satisfaction, on customer loyalty as seen in the evidence of Warteg new bahari in Jakarta. Graduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

Warung Tegal, commonly known as warteg, has become the go-to choice for Indonesians, especially the lower middle class. The main factors that make it so popular are its affordable price and simple presentation. This phenomenon has triggered significant growth in the warteg business, creating many choice for consumers and increasing competition in the food market. This study examines the effect of service quality and perceived value on customer loyalty at Warteg new bahari, Jakarta, with customer satisfaction as a mediator. The research method uses a questionnaire distributed to 262 customers who have visited warteg new bahari at least twice, either to eat in or take away, by making their payments. Data collection used a questionnaire with a likert scale, and the analysis was carried out using the partial least square (PLS) technique. The results showed a positive influence of perceived value and customer satisfaction on customer loyalty. However, there are several rejected hypotheses, namely the absence of influence from the perceived value on customer loyalty, and the absence of influence from service on customer satisfaction and customer loyalty.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dwi Selviyana
Date Deposited: 08 Aug 2024 02:38
Last Modified: 08 Aug 2024 02:38
URI: http://repository.ipmi.ac.id/id/eprint/2549

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