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.

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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  -