Proceedings of the 4th International Conference on Economics, Business and Economic Education Science, ICE-BEES 2021, 27-28 July 2021, Semarang, Indonesia

Research Article

The Effects of Service Quality, Perceived Value on Customer Satisfaction and Loyalty in “Warunk Upnormal Jakarta”

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  • @INPROCEEDINGS{10.4108/eai.27-7-2021.2316826,
        author={Billy Muhammad Fadillah and Sari  Wahyuni},
        title={The Effects of Service Quality, Perceived Value           on Customer Satisfaction and Loyalty in “Warunk Upnormal Jakarta”},
        proceedings={Proceedings of the 4th International Conference on Economics, Business and Economic Education Science, ICE-BEES 2021, 27-28 July 2021, Semarang, Indonesia},
        publisher={EAI},
        proceedings_a={ICE-BEES},
        year={2022},
        month={3},
        keywords={service quality customer satisfaction loyalty perception of value restaurant},
        doi={10.4108/eai.27-7-2021.2316826}
    }
    
  • Billy Muhammad Fadillah
    Sari Wahyuni
    Year: 2022
    The Effects of Service Quality, Perceived Value on Customer Satisfaction and Loyalty in “Warunk Upnormal Jakarta”
    ICE-BEES
    EAI
    DOI: 10.4108/eai.27-7-2021.2316826
Billy Muhammad Fadillah1,*, Sari Wahyuni1
  • 1: Universitas Indonesia
*Contact email: billymf01@gmail.com

Abstract

Warunk Upnormal, as one of the actors in the current fast and dynamic culinary industry, emerged with its relatively high growth and development rates amongst competitors. This study examines the effect of service quality and customer satisfaction on the loyalty of Warunk Upnormal customers in Jakarta. This research was a quantitative study with 169 samples have visited Warunk Upnormal at least two times. The data of this study were processed using SPSS and SmartPLS 3.0. The results show that service quality has a positive impact on customer satisfaction which eventually increases customer loyalty. Interestingly, the perceived value in this study could weaken the relationship between service quality and customer satisfaction. Consumers who are satisfied with Warunk Upnormal's service are not necessarily loyal, but consumer loyalty can be maintained if there is a consistent quality of service that can satisfy them.