PENGARUH SERVICE RECOVERY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL PERANTARA PADA RESTORAN DI SURABAYA

Vania Valencia Liwijaya, Fransisca Andreani

Abstract


Abstrak: penelitian ini bertujuan untuk mengetahui pengaruh service recovery terhadap customer loyalty dengan customer satisfaction sebagai variable perantara pada restoran di Surabaya. Metode yang digunakan pada penelitian ini adalah metode kuantitatif dengan total 167 responden. Teknik analisis statistik yang digunakan pada penelitian ini adalah SmartPLS untuk memprediksi pengaruh service recovery terhadap customer loyalty dan menjelaskan hubungan teoritikal diantara kedua variabel tersebut. Penelitian ini menghasilkan kesimpulan bahwa service recovery berpengaruh terhadap Customer Satisfaction, customer satisfaction juga memiliki pengaruh terhadap customer loyalty, dan service recovery juga berpengaruh terhadap customer loyalty secara  tidak langsung melalui mediasi customer satisfaction.

Kata kunci: Pemulihan Layanan, Loyalitas Pelanggan, Kepuasan Pelanggan.

Abstract: this study aims to determine the effect of service recovery on customer loyalty with customer satisfaction as an mediation variable in restaurants in Surabaya. This study use a quantitative method with 167 respondents. The analysis technique used is Partial Least Square as a tool to to predict the effect of service recovery on customer loyalty and to explain the theoretical relation between the two variables. The results show that service recovery affects customer satisfaction, customer satisfaction also has an effect on customer loyalty, and service recovery also affects customer loyalty indirectly through customer satisfaction mediation.

Keywords: Service Recovery, Customer Satisfaction, Customer Loyalty.


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