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Analysis of the influence of sensory experience, satiety value, menu selection, hygiene, and price on customer satisfaction and customer loyalty at the upper-level fine dining customers in Medan

Author

Listed:
  • Shenny Kelvia

    (Economics and Business School, Magister of Management, Pelita Harapan University, Surabaya, Indonesia.)

  • Amelia

    (S.E., RFP-I. M.M., CSMA, Pelita Harapan University, Surabaya, Indonesia.)

  • Ronald

    (S.T., M.M., CSMA, CDM, PMA, Pelita Harapan University, Surabaya, Indonesia.)

Abstract

Food businesses must adapt to changing times while continuing to meet the needs of their customers to maintain their trust and loyalty and to increase customer satisfaction through sensory experience, satiety value, menu selection, hygiene and price. The purpose of this study is to investigate the effects of sensory experience, satiety value, menu selection, hygiene and price towards customer satisfaction and customer loyalty. The data was gathered by administering a questionnaire to 125 people who had used the Upper-Level Fine Dining at least twice in the previous one year. SPSS 26.0 software was used to analyze the data. The empirical findings indicated that Sensory Experience has positive significant on customer satisfaction, Satiety Value e has positive significant on customer satisfaction, Menu Selection e hasn’t on customer satisfaction, Hygiene has positive significant on customer satisfaction, Price has positive significant on customer satisfaction, Customer Satisfaction has positive significant on customer loyalty.

Suggested Citation

  • Shenny Kelvia & Amelia & Ronald, 2023. "Analysis of the influence of sensory experience, satiety value, menu selection, hygiene, and price on customer satisfaction and customer loyalty at the upper-level fine dining customers in Medan," International Journal of Science and Business, IJSAB International, vol. 19(1), pages 106-117.
    • Handle: RePEc:aif:journl:v:19:y:2023:i:1:p:106-117
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    References listed on IDEAS

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    1. Lim, Weng Marc & Aggarwal, Arun & Dandotiya, Ravi, 2022. "Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
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