| dc.description.abstract | Currently food and beverage industry is the sector with the largest
contribution of the Indonesian economy, which is 5.5 percent of the national gross
domestic product and 31 percent of the gross domestic product of the non-oil and
gas processing industry. The development of food and beverage industry in
Surabaya is growing because of the support from tourism industry in Surabaya,
which is also growing every year. The upward trend indicates that competition
between restaurants is getting harder. Therefore, restaurant entrepreneurs are
trying to design attractive strategies to keep their customers loyal to their
business. Customer loyalty has an important role in the midst of intense
competition between restaurants. This is because indicators of customer loyalty
are repeat purchase, retention, and referrals.
Warunk Up Normal is a type of Cafeteria restaurant which concept like a
stall that sells people's food in general. The main menu offered by Warunk Up
Normal is Indomie, toast, fresh milk, and coffee. Warunk Up Normal theme is
selling simple food in cafe concept. Cafe atmosphere is felt in every building
design from Warunk Up Normal so as to make visitors feel at home and
comfortable. The purpose of this study is to discuss more deeply and in detail
about the influence and relationship in each of the factors that exist in creating
customer loyalty. The variables used in this research are consist of satisfaction,
food quality, price, interpersonal service quality, physical environment quality,
and brand image The sample of this study is the customers of Warunk Up Normal
in Surabaya with the number of respondents is 120 person. The results of data
collection will be processed by using SPSS.
These empirical findings indicate that the Service Quality relationship has
an influence on CRM Quality with regression coefficient of 0.152. Customer
Satisfaction has an influence on CRM Quality with regression coefficient of
0.445. Customer Value has an influence on CRM Quality with regression
coefficient of 0.152. CRM Quality has an influence on Customer Loyalty with
regression coefficient of 0.669.
Food Quality has influence on Satisfaction with regression coefficient of
0.326. Price has influence on Satisfaction with regression coefficient of 0.248.
Interpersonal Service Quality has influence on Satisfaction with regression
coefficient of 0.128. Physical Environment Quality has influence on Satisfaction
with regression coefficient of 0.203. Brand Image has influence on Satisfaction
with regression coefficient of 0.191. Satisfaction has influence on Customer
Loyalty with regression coefficient of 0.662 | en_US |
