IDEAS home Printed from https://ideas.repec.org/a/aif/journl/v10y2022i1p74-90.html
   My bibliography  Save this article

Analysis of the effect of physical environment, food Quality, customer orientation, Communication, relationship benefits, & price fairness to customer loyalty through Relationship quality to roping consumers Plus plus in surabaya

Author

Listed:
  • Mikhael Agustinus

    (Business School, Student at Pelita Harapan University, Surabaya, Indonesia.)

  • Ronald Ronald

    (Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia .)

  • Amelia Amelia

    (Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia .)

Abstract

The food restaurant sector in Indonesia is continuously expanding, and over time, many types of restaurants have emerged, one of which is a fast food restaurant, where customers do not have to wait long. As time passes, society's pattern begins to evolve, and people increasingly favor fast food outlets since they are more convenient. Warunk UpNormal Surabaya is one of the fast-food restaurants in Indonesia that has influenced the growth of the fast food sector. The purpose of this research is to see how the physical environment, food quality, customer orientation, communication, relationship benefits, and price fairness impact customer loyalty through Relationship Quality. The outcomes of this study include increased understanding in the field of management, particularly how much customer pleasure influences customer loyalty, with the final effect being an increase in Warunk UpNormal consumers in Surabaya. This study employs causal analysis. The approach utilized in this study was a quantitative one, with data processed using SPSS software. Data is collected using a distributed questionnaire with a total of 145 respondents, with the characteristics of male respondents and women aged 18-60 years, who reside in Surabaya and have dined at least twice in the previous six months on Warunk UpNormal Surabaya food and drink.

Suggested Citation

  • Mikhael Agustinus & Ronald Ronald & Amelia Amelia, 2022. "Analysis of the effect of physical environment, food Quality, customer orientation, Communication, relationship benefits, & price fairness to customer loyalty through Relationship quality to roping co," International Journal of Science and Business, IJSAB International, vol. 10(1), pages 74-90.
    • Handle: RePEc:aif:journl:v:10:y:2022:i:1:p:74-90
    as

    Download full text from publisher

    File URL: https://ijsab.com/wp-content/uploads/907.pdf
    Download Restriction: no
    File URL: https://ijsab.com/volume-10-issue-1/4772
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zheyin (Jane) Gu & Yunchuan Liu, 2018. "Why would a big retailer refuse to collaborate on manufacturer SPIFF programs?," Quantitative Marketing and Economics (QME), Springer, vol. 16(4), pages 441-472, December.
    2. Re, Beatrice & Magnani, Giovanna, 2022. "Value co-creation in circular entrepreneurship: An exploratory study on born circular SMEs," Journal of Business Research, Elsevier, vol. 147(C), pages 189-207.
    3. Maysam Molaee & Reza Ansari & Hadi Teimuori, 2013. "Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(3), pages 1-9, July.
    4. Park, Chang Hee & Yoon, Tae Jung, 2022. "The dark side of up-selling promotions: Evidence from an analysis of cross-brand purchase behavior☆," Journal of Retailing, Elsevier, vol. 98(4), pages 647-666.
    5. Xu Guan & Yulan Wang & Zelong Yi & Ying‐Ju Chen, 2020. "Inducing Consumer Online Reviews Via Disclosure," Production and Operations Management, Production and Operations Management Society, vol. 29(8), pages 1956-1971, August.
    6. Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
    7. Yunji Moon & Deborah J. Armstrong, 2020. "Service quality factors affecting customer attitudes in online-to-offline commerce," Information Systems and e-Business Management, Springer, vol. 18(1), pages 1-34, March.
    8. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    9. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
    10. Sangeeta Arora & Neha, 2016. "Determinants of Customer-based Brand Equity: A Study of Public and Private Banks," Global Business Review, International Management Institute, vol. 17(4), pages 905-920, August.
    11. Koos, Shelby E. & Shaikh, Nazrul I., 2019. "Dynamics of consumers' dissatisfaction due to stock-outs," International Journal of Production Economics, Elsevier, vol. 208(C), pages 461-471.
    12. Mandy Loh & Maisarah Ahmad & Suhaila Abdul Kadir & Syed Shah Alam, 2015. "Influence Of Customer Values And Self-Image Congruity On Customer Behavior-Based Crm Performance," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 23-44, May.
    13. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    14. Syed Muhammad Fazal-e-Hasan & Hormoz Ahmadi & Louise Kelly & Ian N. Lings, 2019. "The role of brand innovativeness and customer hope in developing online repurchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 26(2), pages 85-98, March.
    15. Nur Hafifa Iswati Ishak, 2017. "Concept Paper: Customer Satisfaction in Malaysian Takaful Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(3), pages 380-391, March.
    16. Eric Oduro & Francis O. Boachie-Mensah & Gloria K. Q. Agyapong, 2018. "Determinants of Customer Satisfaction in the Telecommunication Industry in Ghana: A Study of MTN Ghana Limited," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(3), pages 101-101, August.
    17. Angulo-Ruiz, Fernando & Pergelova, Albena & Cheben, Juraj & Angulo-Altamirano, Eladio, 2016. "A cross-country study of marketing effectiveness in high-credence services," Journal of Business Research, Elsevier, vol. 69(9), pages 3636-3644.
    18. Lei Huang, 2017. "Birds of a feather: a normative model of assessing consumers’ satisfaction in a generalized expectation–disconfirmation paradigm," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(1), pages 5-13, March.
    19. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    20. Edais Shehab & Ahmad Puad Mat Som, 2020. "The Effect of Image and Behavioral Variables on Tourist Loyalty in Jerusalem, Palestine," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 10(8), pages 396-406, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aif:journl:v:10:y:2022:i:1:p:74-90. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Farjana Rahman (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.