jbm@fe.unpad.ac.id
Rita Komaladewi:

I believe that you would serve as an excellent reviewer of the manuscript, "SERVICE QUALITY, VALUE PERCEPTION AND LOYALTY'S EFFECTS  ON CUSTOMER SATISFACTION: CASE STUDY ON A LOCAL RESTAURANT," which has been submitted to Jurnal Bisnis dan Manajemen. The submission's abstract is inserted below, and I hope that you will consider undertaking this important task for us.

Please log into the journal web site by 2020-10-19 to indicate whether you will undertake the review or not, as well as to access the submission and to record your review and recommendation.

The review itself is due 2020-10-26.

Submission URL: http://journal.feb.unpad.ac.id/index.php/jbm/reviewer/submission/89?key=ACCESS_KEY

Thank you for considering this request.

Deru R Indika
SCOPUS ID: 57215771343, Universitas Padjadjaran
deru.indika@unpad.ac.id



"SERVICE QUALITY, VALUE PERCEPTION AND LOYALTY'S EFFECTS  ON CUSTOMER SATISFACTION: CASE STUDY ON A LOCAL RESTAURANT"

Abstract

This study aims to determine how the Effect of Service Quality and Value Perception on Customer Loyalty through Customer Satisfaction as an intervening variable both partially and simultaneously. The method used in this research is descriptive and causality using quantitative methods involving 100 respondents who are customers of Chicken William restaurant in South Bandung, Indonesia. We conducted the research by taking a sample through non-probability sampling techniques with the type of purposive sampling, namely sampling by determining specific characteristics that are in accordance with the research objectives so hopefully it can answer the research problem. The analysis technique used in this study is Path Analysis using SmartPLS version 3. The results of the analysis show that Service Quality (X1) and Value Perception (X2) variables have a partial effect on Customer Satisfaction (Y), then Customer Satisfaction (Y) variables influence partial to Customer Loyalty (Z). Then simultaneously there is the influence of Service Quality (X1) and Value Perception (X2) significantly influence Customer Satisfaction (Y). Then the intervening variable there is the influence of Service Quality (X1) and Value Perception (X2) directly affect Customer Satisfaction (Y) and this variable also influences Customer Loyalty (Z) indirectly through the Customer Satisfaction variable. Descriptively each variable has a percentage of 77.2% (X1), 76.8% (X2), 78.3% (Y), and 74.6% (Z). Quantitatively, the independent variable, namely service quality and customer value perception, has an effect of 52.3% on customer loyalty through intervening variables of customer satisfaction, and the remaining 47.7% is the influence of other factors not examined in this study. Based on the results of the study, companies should consider improving service quality through perceived customer value in order to increase customer satisfaction and customer loyalty.
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Jurnal Bisnis dan Manajemen
http://journal.feb.unpad.ac.id/index.php/jbm