Effect of food quality, service quality, atmospherics, other customers and emotions on loyalty at De Soematra 1910 Restaurant Surabaya

DOI

10.2991/insyma-19.2019.50How to use a DOI?

Keywords

customer perception of restaurant quality, SEM, loyalty

Abstract

This study aims to measure the variables of food quality, service quality, atmospherics, other customers, and positive & negative emotions on customer loyalty. An empirical study was conducted by distributing a questionnaire to 150 respondents who are De Soematra 1910 Restaurant Surabaya customers. The results of the analysis using the Structural Equation Model (SEM) are positive. Meanwhile, other customers variable has a negative effect. Furthermore, positive and negative emotion variables have an effect on loyalty. Based on these findings, restaurant owners need to improve the quality of food and services such as fresh food events and present them in an interesting way. In addition, service enhancements should be delivered professionally and friendliness has a positive effect on customer satisfaction and loyalty.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Natasya Lienovia Kuandy
AU  - Juliani Dyah Trisnawati
AU  - Veny Megawati
PY  - 2019/03
DA  - 2019/03
TI  - Effect of food quality, service quality, atmospherics, other customers and emotions on loyalty at De Soematra 1910 Restaurant Surabaya
BT  - Proceedings of the 16th International Symposium on Management (INSYMA 2019)
PB  - Atlantis Press
SP  - 194
EP  - 197
SN  - 2352-5398
UR  - https://doi.org/10.2991/insyma-19.2019.50
DO  - 10.2991/insyma-19.2019.50
ID  - Kuandy2019/03
ER  -