Pengaruh Service Quality Terhadap Customer Loyality Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Studi Kasus Di Rumah Makan Dapur Tresya Mojokerto

Abstract

Globalization has intensified rivalry not only between regions (particular areas) and countries, but also globally. As a result, there are an increasing number of elements that can impact the company's performance. Customers create views and beliefs as a result of their life experiences. From time to time, the food industry's business tends to expand, both in terms of quantity and quality. The truth is founded on the reality that food is a basic human requirement. As a result, the food industry is constantly increasing and expanding. The corporate world in Indonesia is currently undergoing fast development. This is due to society's expanding consumerism, which creates a chance for corporations to offer products with varied design attributes and costs.

Dapur Tresya restaurant is one of the restaurants located in Mojokerto City which was established on August 14, 2020, having its address on Dusun Kalimati, Desa Mojosadi, Kecamatan Kemlagi, wich is offered chiken meat menus. This study uses the type of field research and the approach, namely research that describes and calculates the service quality and customer loyality variable for the independent variable and customer satisfaction as an intervening variable has a significant indirect and direct effect on repurchase as the dependent variable on Dapur Tresya's Restaurant.

The Dapur Tresya restaurant is suitable for use, with good service quality and friendly employee attitudes toward customers who visit. Restaurant employees have good understanding and abilities, as well as dexterity in responding to the needs of Dapur Tresya restaurant consumers, and restaurant employees always respond every time. consumer wants and always welcome them with a polite greeting Customers are pleased with the level of service offered by the Dapur Tresya restaurant, causing them to return to the Tresya kitchen restaurant and also to become regular customers of the Dapur Tresya restaurant.