The Influence of Gold Food Indonesia Meat Shop’s Service Quality on Customer Satisfactions and Customer Loyalty during the Pandemic of Covid-19
- DOI
- 10.2991/absr.k.220207.060How to use a DOI?
- Keywords
- Customer loyalty; pandemic Covid-19; customer satisfaction; service quality
- Abstract
The purpose of this study was to investigate the effect of service quality on satisfaction and loyalty of costomuer at Gold Food’s Meat Shop during the pandemic of corona virus-19 (COVID 19) located in West Imogiri Street, Bantul, Yogyakarta. Total of 70 respondents, who bought meat at Gold Food’s Meat Shop for twice in a month, were observed in this study. A non-probability sampling technique with method of purposive sampling were applied in this study. The analysis that used in this study consisted of validity and reliability tests, simple linear regression, and testing a hypothesis, which used the t-test and considered the determination coefficent (R2). A significant positive effects (P<0.05) had been shown by service quality on consumer satisfaction using simple linear regression with R2= 0.192. It meaned that total of 19.2% of the customer satisfaction variable was affected by the service quality. On the other hand, total of 80.8% of custumer statisfaction could be affected by other variables, which was not applied by this research model. Moreover, the significant effect (P<0.05) was also shown on customer loyalty by customer satisfaction variables, with R2= 0.305. It indicated that the effect of customer satisfaction affected 30.5% on customer loyalty, while antoher 69.5% of customer loyalty could be influenced by other variables, which was not applied by this research model.
- Copyright
- © 2022 The Authors. Published by Atlantis Press International B.V.
- Open Access
- This is an open access article under the CC BY-NC license.
Cite this article
TY - CONF AU - Bagus Prayogo AU - Budi Guntoro AU - MAU Muzayyanah PY - 2022 DA - 2022/02/24 TI - The Influence of Gold Food Indonesia Meat Shop’s Service Quality on Customer Satisfactions and Customer Loyalty during the Pandemic of Covid-19 BT - Proceedings of the 9th International Seminar on Tropical Animal Production (ISTAP 2021) PB - Atlantis Press SP - 287 EP - 291 SN - 2468-5747 UR - https://doi.org/10.2991/absr.k.220207.060 DO - 10.2991/absr.k.220207.060 ID - Prayogo2022 ER -