| dc.description.abstract | Food had become one of the most important factors in people’s life. One of
the largest food chain in the world, McDonald’s play a big role in food and
beverages business. McDonald’s contributes big aspect in worldwide food lifestyle.
In Indonesia, McDonald’s opens a restaurant located in Jl. Basuki Rahmat,
Surabaya. Thus, encourage the researcher to identify the relation between service
quality, product quality, general exterior, general interior and customer satisfaction
and customer loyalty in McDonald’s Basuki Rahmat Surabaya
One hundred twenty eight respondents were given questionnaire using a sixpoint Likert Scale. Hypotheses were analyzed using the multiple regression model.
The result of this study shows that General Interior has a significant effect on
Customer Satisfaction and for Service Quality, Product Quality and General
Exterior do not have significant effect. However, Service Quality, Product Quality,
and Customer Satisfaction have significant effect on Customer Loyalty and for
General Exterior and General Interior do not have significant effect.
The recommendation was to emphasize about giving the customer the best
interior accommodation to increase customer satisfaction and increase service
quality, product quality, and customer satisfaction to increase customer loyalty | en_US |
