Analysis of the Effect of Food Quality, Price, Location and Environment, and Service Quality on Customer Loyalty through Customer Satisfaction of Burger King Customers in Surabaya during the Pandemic
Journal Title: Journal of Economics, Finance and Management Studies - Year 2022, Vol 5, Issue 03
Abstract
Community needs in the food industry have decreased due to the COVID-19 pandemic. . This can be seen from the economic growth in the second quarter of 2020 which decreased by minus 5.32 percent. Restaurant companies that rely on dine-in eating habits must also pay more attention to the development of online delivery so that restaurants can survive, with good online development, making their own restaurant applications, would be able to attract more buyers, the use of technology to facilitate payments and ordering is one of the steps restaurants to survive and thrive. With the changes in habits implemented during the pandemic, this can be an opportunity for a fast food restaurant like Burger King, which has more practicality compared to other non-fast food meals. The concept of a drive-tru and delivery-order is becoming more and more due to these pandemic times, which should pay more attention to various sectors of the food and beverage industry, especially Burger King. This study aims to analyze how the influence of food quality, price, location and environment, and service quality on customer loyalty through customer satisfaction variables. The benefits expected in this study can increase knowledge in the field of management, especially how much influence customer satisfaction has so that it can increase customer loyalty and correct existing errors and ultimately this will be able to increase sustainable transactions from Burger King restaurant customers in Surabaya. The data collection in this study was carried out by distributing questionnaires to 132 respondents with the characteristics of male and female respondents, aged 18-60 years, domiciled in Surabaya, had bought and consumed ( dine in / on the spot) Burger King in Surabaya twice in the last two years. For processing and analyzing data in this study using SPSS 22.0. After that, to tabulate the results of the respondent's research, and to test the research model using the Structural Equation Model (SEM) AMOS 22.0 data analysis technique.
Authors and Affiliations
Alexander, S. M. , Dr. Ronald S. T. , M. M. , Dr. Amelia S. E. , RFP-I. , MM
Keywords
Related Articles
- EP ID EP706981
- DOI 10.47191/jefms/v5-i3-16
- Views 87
- Downloads 0
Digitalization and the Future of Work: Economic Development, Labour Markets and Education in a Rapidly Changing World
The rapid pace of digitalization is transforming the world of work, posing significant challenges and opportunities for economic development, labour markets, and education. This paper explores the impact of digitalizatio...
Linkage of Non-Fungible (NFT) Tokens to Measures of Uncertainty: Does Fear Bode Well for NFT Holders?
The study investigates the relationship between the returns of Non-Fungible Tokens (NFT) and its categories; and fear indices during times of crisis. The fear indices considered are Global Fear Index (GFI), Global Econom...
Employees' Perception of the Contributory Pension Scheme (CPS) and Its Implementation Effect in Malawi’s Shire Highlands Education Division.
There have been dynamics in the pension systems globally which have witnessed various countries embracing the pension reforms within their Pension Scheme arrangements in respective jurisdictions. This evolution compelled...
Factors Affecting Employee Job Performance in the Poultry Processing Sector: A Case Study from Gampola, Sri Lanka
In the poultry processing sector, employee performance plays a critical role in productivity and operational efficiency. Employee performance is shaped by multiple internal and external factors, ranging from demographic...
The Influence Of Individual Characteristics, Human Resource Quality, Training Effectiveness On Career Development And Employee Performance In Pt Borwita Citra Prima
Human resources are the main asset for organizations and agencies that are active planners and actors in various activities in the organization. This study aims to analyze the effect of individual characteristics, qualit...