Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

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The Effect of Food Quality and Service Quality on Consumer Loyalty with Satisfaction as the Intervening Variable

Authors
Elzelyta Nurillah Siregar1, *, Endang Sulistya Rini1, Beby Karina Fawzeea Sembiring1
1Master of Management, Universitas Sumatera Utara, Medan, Indonesia
*Corresponding author. Email: elzelens@gmail.com
Corresponding Author
Elzelyta Nurillah Siregar
Available Online 29 September 2023.
DOI
10.2991/978-94-6463-234-7_85How to use a DOI?
Abstract

This research aims to determine and analyze the effect of food quality and service quality on consumer loyalty, with satisfaction as an intervening variable at Aisyah Catering Medan. The population in this research were all customers of Aisyah Catering Medan who had purchased at least twice, the number of which was unknown. The sampling technique used a non-probability sampling method, namely purposive sampling, with a total sample of 97 respondents. The instrument of this research used a questionnaire. The method used for hypothesis testing in this research is the Structural Equation Model (SEM) method. The results showed that food quality positively and significantly affects consumer loyalty at Aisyah Catering Medan. Service Quality has a positive and significant effect on Consumer Loyalty at Aisyah Catering Medan. Satisfaction has a positive and significant effect on Consumer Loyalty at Aisyah Catering Medan. Food Quality positively and significantly affects Satisfaction at Aisyah Catering Medan. Service quality has a positive and significant effect on satisfaction. Satisfaction can mediate the relationship between Food Quality and Consumer Loyalty. Satisfaction can mediate the effect of Service Quality on Consumer Loyalty.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 September 2023
ISBN
978-94-6463-234-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-234-7_85How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Elzelyta Nurillah Siregar
AU  - Endang Sulistya Rini
AU  - Beby Karina Fawzeea Sembiring
PY  - 2023
DA  - 2023/09/29
TI  - The Effect of Food Quality and Service Quality on Consumer Loyalty with Satisfaction as the Intervening Variable
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 810
EP  - 827
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_85
DO  - 10.2991/978-94-6463-234-7_85
ID  - Siregar2023
ER  -