Customer loyalty toward delivery services at Kedai Ladanya Restaurant, Cianjur Regency, West Java

Abstract

The food delivery service feature is a food delivery transaction that can be done via a handheld device or smartphone. The purpose of this study was to determine the characteristics of customers, identify the effect of service quality on customer satisfaction, and identify the influence of customers satisfaction on customers loyalty at Kedai Ladanya Restaurant. Data were collected using a questionnaire on 55 respondents who were customers at the Kedai Ladanya Restaurant with criteria aged 17 years and over, where buying food at the Kedai Ladanya Restaurant and had made transactions through the delivery service at the Kedai Ladanya Restaurant. The analysis used is simple linear regression analysis using SPSS 25 software. The results show that the percentage of characteristics for gender is female, for ages 17-20 years and 21-30 years, for the last education, namely high school/equivalent, for work namely students, the income is IDR. 1,000,000 – IDR. 3,000,000, for the average purchase frequency, which is less than three times per month, and the last delivery service used is GrabFood. The results showed that the relationship between service quality customer satisfaction and customers loyalty had a positive and significant effect.