IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v12y2023i5p62-73.html

The effect of service quality and perceived value on customer loyalty in Tuban restaurants with customer satisfaction mediation

Author

Listed:
  • M Irsyad Gulam B

    (Univesity of Brawijaya)

  • Nanang Suryadi

    (Univesity of Brawijaya)

  • Nur Prima Waluyowati

    (Univesity of Brawijaya)

Abstract

This study aims to determine the effect of service quality and perceived value on customer loyalty as mediated by restaurant customer satisfaction in Tuban Regency. The population in this study was customers who have visited and enjoyed restaurants in Tuban Regency. The total samples in this study were 165 respondents using purposive sampling. The analysis method used is Partial Least Squares (PLS). The Result showed that service quality and perceived value positively and significantly impact customer loyalty. Then, service quality and perceived value significantly impact customer satisfaction. The finding of this study also revealed that Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction partially mediates the effects of service quality and perceived value on customer loyalty. Therefore, the restaurant needs to maintain and improve service quality and perceived value, which in turn will increase customer loyalty. Key Words: Service quality, Perceived Value, Customer Satisfaction, Customer Loyalty, Restaurant.

Suggested Citation

  • M Irsyad Gulam B & Nanang Suryadi & Nur Prima Waluyowati, 2023. "The effect of service quality and perceived value on customer loyalty in Tuban restaurants with customer satisfaction mediation," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(5), pages 62-73, July.
    • Handle: RePEc:rbs:ijbrss:v:12:y:2023:i:5:p:62-73
    DOI: 10.20525/ijrbs.v12i5.2667
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/2667/1886
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v12i5.2667
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v12i5.2667?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    2. Chompoonut Suttikun & Supawat Meeprom, 2021. "Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1976468-197, January.
    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. Aisyah Shafira Maharani & Anas Hidayat, 2023. "The influence of brand innovativeness and quality affect consumer perceived value: the role of symbolic brand qualities as mediating," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(4), pages 15-32, June.
    2. Budiarto Tedja & Mochammad Musadieq & Andriani Kusumawati & Edy Yulianto, 2024. "Systematic literature review using PRISMA: exploring the influence of service quality and perceived value on satisfaction and intention to continue relationship," Future Business Journal, Springer, vol. 10(1), pages 1-9, December.
    3. Zhou, Qingji & Lim, Fong Jie & Yu, Han & Xu, Gaoqian & Ren, Xiaoyu & Liu, Dan & Wang, Xiangxin & Mai, Xinda & Xu, Hong, 2021. "A study on factors affecting service quality and loyalty intention in mobile banking," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    4. Perry, Anna, 2016. "Consumers' acceptance of smart virtual closets," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 171-177.
    5. Long Kim & Teerasak Jindabot & Sook Fern Yeo & Kanyanit Wichianrat, 2025. "A Structural Model for Customer Perceived Value in E-banking Service," Vikalpa: The Journal for Decision Makers, , vol. 50(3), pages 270-282, September.
    6. Nguyen Thi Mai Trang & Nguyen Dinh Tho, 2019. "The role of proactive postsales services in supplier innovativeness and customer satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 249-268, June.
    7. Ali, Syed Mithun & Rahman, Md. Hafizur & Tumpa, Tasmia Jannat & Moghul Rifat, Abid Ali & Paul, Sanjoy Kumar, 2018. "Examining price and service competition among retailers in a supply chain under potential demand disruption," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 40-47.
    8. Md. Uzir Hossain Uzir & Abu Bakar Abdul Hamid & Ishraq Jerin & Ahmad Shaharudin Abdul Latiff & Ramayah Thurasamy, 2021. "Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust," SN Business & Economics, Springer, vol. 1(6), pages 1-35, June.
    9. Qinglin Luo & Jianwen Luo, 2024. "Financing equilibrium in an after-sales service supply chain," Operational Research, Springer, vol. 24(3), pages 1-30, September.
    10. Li, Shuangyan & Chen, Zehua & Diao, Yu & Chen, Zeming, 2025. "The impact of green finance on debt financing costs from the perspective of strategic corporate signaling behavior—Evidence from China," International Review of Financial Analysis, Elsevier, vol. 102(C).
    11. Tien Son Nguyen & Jen-Ming Chen & Shih-Hsien Tseng & Li-Fen Lin, 2023. "Key Factors for a Successful OBM Transformation with DEMATEL–ANP," Mathematics, MDPI, vol. 11(11), pages 1-18, May.
    12. Francioni, Barbara & Savelli, Elisabetta & Cioppi, Marco, 2018. "Store satisfaction and store loyalty: The moderating role of store atmosphere," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 333-341.
    13. Tsai, Pei-Hsuan & Chen, Chih-Jou, 2021. "Entertainment in retailing: Challenges and opportunities in the TV game console industry," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    14. Saptarshi Bhattacharya & Rajendra Prasad Sharma & Ashish Gupta, 2024. "Determinants of Consumer Perceptions of the Ethics of Online Retailers: An Investigation Using Confirmatory Factor Analysis," Vision, , vol. 28(4), pages 436-447, August.
    15. Shokouhyar, Sajjad & Shokoohyar, Sina & Safari, Sepehr, 2020. "Research on the influence of after-sales service quality factors on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    16. Kumar, Anil & Luthra, Sunil & Khandelwal, Dinesh Kumar & Mehta, Rajneesh & Chaudhary, Nityanand & Bhatia, Sukhdev, 2017. "Measuring and improving customer retention at authorised automobile workshops after free services," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 93-102.
    17. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
    18. Kamvysi, Konstantina & Andronikidis, Andreas & Georgiou, Andreas C. & Gotzamani, Katerina, 2023. "A quality function deployment framework for service strategy planning," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    19. Michael Mncedisi Willie, 2022. "Medical Schemes Marketing Expenditure During the Covid-19 Pandemic, South Africa," Biomedical Journal of Scientific & Technical Research, Biomedical Research Network+, LLC, vol. 41(2), pages 32554-32557, January.
    20. Nourhan Ah. Saad & Sara Elgazzar & Sonja Mlaker Kac, 2022. "Investigating the Impact of Resilience, Responsiveness, and Quality on Customer Loyalty of MSMEs: Empirical Evidence," Sustainability, MDPI, vol. 14(9), pages 1-20, April.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:rbs:ijbrss:v:12:y:2023:i:5:p:62-73. 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: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    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.