ANALISIS PENGARUH OPERANT SERVICE QUALITY DAN OPERAND SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION DAN CUSTOMER ENGAGEMENT PADA PELANGGAN DOMICILE KITCHEN AND LOUNGE DI SURABAYA

Abstract

In big cities, cafes are very popular and rapidly growing, where people often take the time to visit the cafe to eat / drink, doing activity and relaxing. This kind of business is a business that still survive and even growing and a right choice in the condition of Indonesian economy and population growth. Domicile Kitchen and Lounge Surabaya has become one of the best in this kind of business and combines contemporary classic concept with Urban Lifestyle theme. The purpose of this study was to determine the effect of Operant Service Quality and Operand Service Quality and the influence of Customer Engagement and Customer Satisfaction against Customer Loyalty. The expected benefits of this research is to know how large the influence of Customer Engagement Customer Satisfaction so as to increase Customer Loyalty that will eventually create a loyalty to each visitor Domicile Kitchen and Lounge. This study is causal research. The method used in this research is quantitative methods of processing the data using AMOS. Data was collected by distributing questionnaires to 125 respondents which characteristics of male and female respondents aged 18-60 years and have eaten at Domicile Kitchen and Lounge in Surabaya twice in the last one year. The results showed that Operant Service Quality has significant influence to Customer Engagement with regression coefficient of 0.639; Operant Service Quality has significant influence to Customer Satisfaction with regression coefficient of 0.420; Operand Service Quality has significant influence to Customer Satisfaction with regression coefficient of 0.410; Customer Engagement has significant influence to Customer Satisfaction with regression coefficient of 0.108; Operant Service Quality has significant influence to Customer Loyalty with regression coefficient of 0.11; Operand Service Quality has significant influence to Customer Loyalty with regression coefficient of 0.139; Customer Engagement has significant influence to Customer Loyalty with regression coefficient of 0.377; and Customer Satisfaction has significant influence to Customer Loyalty with regression coefficient of 0.517