INFLUENCE OFSERVICEQUALITY, PRODUCT QUALITY THROUGHCUSTOMERSATISFACTION OFCUSTOMERLOYALTY IN JAMOO RESTAURANT SURABAYA
Abstract
The purposed of this studyis to examine the effect of service quality, product quality through customer
satisfaction to customer loyalty in Jamoo restaurant in Surabaya. In this study two independent variables
assessed to measure customer satisfaction and loyalty as the dependent variable. This study uses SEM analysis
to analyze service quality, product quality through customer satisfaction to customer loyalty. While the
sampling technique in this study using purposive sampling method, so that the sample used in this study were
150 respondents. The conclusion of this study is that ssignificant effect on service quality and customer
satisfaction, while product quality have no significant effect on customer satisfaction, customer satisfaction
have significant effect on customer loyalty. Service quality through customer satisfaction can affect customer
loyalty. Product quality through customer satisfaction can affect customer loyalty.
satisfaction to customer loyalty in Jamoo restaurant in Surabaya. In this study two independent variables
assessed to measure customer satisfaction and loyalty as the dependent variable. This study uses SEM analysis
to analyze service quality, product quality through customer satisfaction to customer loyalty. While the
sampling technique in this study using purposive sampling method, so that the sample used in this study were
150 respondents. The conclusion of this study is that ssignificant effect on service quality and customer
satisfaction, while product quality have no significant effect on customer satisfaction, customer satisfaction
have significant effect on customer loyalty. Service quality through customer satisfaction can affect customer
loyalty. Product quality through customer satisfaction can affect customer loyalty.
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