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The Effect of service quality towards customer loyalty through the achievement of customer satisfaction. Case study: Siapakira Restaurant

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F&B industry in Jakarta is a fast growing business especially the restaurant business. However, recently there are changes in the economic situation of the country that affect the industry greatly. Surviving in the business makes it that much more difficult. One way to ensure success in the difficult times where operation cost continue its increasing trend is through service improvement.Service quality must be improved to ensure customer satisfaction and only then restaurant can develop customer loyalty. Restaurants need to deliver excellent service to make up for the increase of price, that way customers stay satisfied and loyal to the business. The research object is Siapakira Restaurant, a family owned restaurant established in 2010. It is trying to improve its service to attain customer loyalty.rnThe research is explanatory and descriptive. The method used is quantitative in the form of questionnaire to get feedbacks from customers. The source of data is primaryrnand secondary. Through the result gathered from questionnaire, it is found that customer satisfaction in service at Siapakira Restaurant does not affect the loyalty of its customer. Service quality plays more important role in the development of loyalty towards the restaurant.rnIn conclusion, Siapakira Restaurant managed to gain loyal customer despite the absence of customer satisfaction in service. The management needs to improve the service and build on other positive factors to build on a strong customer loyalty.

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Availability

B01433

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Available

Detail Information

Series Title

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Call Number

1433

Publisher

: Swiss German University., 2013

Collation

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Language

English

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Classification

NONE

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Edition

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Subject(s)

HTM

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