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The effect pf 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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2024761761IPMI KalibataAvailable

Publisher :Sekolah Tinggi Manajemen IPMI , 2024

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 choices 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 quality on customer satisfaction and customer loyalty.

Series Title
-
Call Number
761
Publisher Place Jakarta Selatan
Collation
165p: ill; 30cm
Language
English
ISBN/ISSN
-
Classification
761
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Specific Info
-
Statement
Content Type
text

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