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 74
- Downloads 0
Do Independent Commissioners, Fixed Asset Intensity, And Institutional Ownership Have Impact of Tax Evasion?
Government funding heavily relies on state revenue generated through taxation, and it is crucial for the government to enhance tax revenue. However, despite the government's efforts to maximize tax income, the desired ta...
The Effect Of Public Accounting Firm (Kap) Size And Company Size On The Integrity Of Financial Statements (Empirical Study on Manufacturing Companies in the Food and Beverage Sub-Sector Listed on the Indonesia Stock Exchange)
The purpose of this study was to determine the effect of KAP size and company size on the integrity of financial statements in food and beverage sub-sector manufacturing companies listed on the Indonesia Stock Exchange i...
Regional Financial Ratio Index and Local Government Performance Score of Regency and City Governments in Province South Sumatra
This study aimed to test the comparison between financial ratio index and performance score of local government administration (KPPD), as well as the effect of financial ratio index on the KPPD score. Research method, th...
Effect of Moral Intentions, Organizational Commitment, Professional Identity and Grant of Reward for Disclosure of Fraudulent Behavior with Islamic Ethics and Cultural Organization Working as a Moderating Variable
This study aims to examine and determine the effect of moral intentions, organizational commitment, professional identity and rewards for disclosure of cheating behavior with Islamic work ethics and organizational cultur...
The Role of Competitive Advantage on Marketing Performance as mediator variable of Social Capital in SMEs
This study aims to analyze the role of competitive advantage in mediating social capital to increase the marketing performance of SMEs. Many studies have found that SME social capital can increase marketing performance....