Article Sidebar

Factors Influencing Muslim Consumer’s Satisfaction and Loyalty of Restaurant in Yogyakarta, Indonesia
Submitted
October 10, 2022
Accepted
November 23, 2022
Published
December 24, 2022
Download
PDF
Statistic
Read Counter : 218 Download : 172

Main Article Content

Abstract

The objective of this study is to investigate the factors that affect Muslim customers' satisfaction and loyalty in Yogyakarta, Indonesia. Customers of restaurants in Yogyakarta are all Muslims. Non-probability sampling was administered to collect data and total of 120 questionnaires were collected. Questionnaires were delivered directly to the target respondents both in person and online by employing a Google form. The Statistical Equation Modeling (SEM) statistical analysis tool, available in IBM® SPSS® Amos, was administered to determine the data. The study's findings demonstrate that customer satisfaction is positively and significantly influenced by product quality, service quality, and halal certification. In addition to that, customer loyalty is significantly influenced by customer satisfaction. Customer loyalty is directly impacted by factors such as product quality and service quality, but halal certification does not possess a positive or significant direct impact on loyalty. Halal assurance must pass through the satisfaction intervening variable before having an impact on loyalty.

Keywords

Customer Satisfaction Halal Certification Loyalty Product Quality Service Quality

Article Details

License

Copyright (c) 2022 Sumadi

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
How to Cite
Sumadi. (2022). Factors Influencing Muslim Consumer’s Satisfaction and Loyalty of Restaurant in Yogyakarta, Indonesia. Journal of Islamic Economics Lariba, 8(2), 311–326. https://doi.org/10.20885/jielariba.vol8.iss2.art4
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX
Crossref
Scopus
Google Scholar
Europe PMC

References

  1. Aliyanti, F.A., Kariim, L. & Mauluddin, Y., (2022). The implementation of halal supply chain management on processed meat products in Yogyakarta. Journal of Islamic Economics Lariba, 8(1), 15-32. https://doi.org/10.20885/jielariba.vol8.iss1.art2
  2. Berenson, M. L., Levine, D. M., Szabat, K. A., O’Brien, M., Jaine, D. N., & Watson, J. (2019). Basic business statistics, 5th ed. Pearson.
  3. Bichler, B. F., Pikkemaat, B., & Peters, M. (2021). Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach. Journal of Hospitality and Tourism Insights, 4(3), 351-369. https://doi.org/10.1108/JHTI-04-2020-0048
  4. Bihamta, H., Jayashree, S., Rezaei, S., Okumus, F., & Rahimi, R. (2017). Dual pillars of hotel restaurant food quality satisfaction and brand loyalty. British Food Journal, 119(12), 2597-2609. https://doi.org/10.1108/BFJ-07-2016-0344
  5. Dhisasmito, P.P. & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253-2271. https://doi.org/10.1108/BFJ-10-2019-0763
  6. Dinar Standard (2022). State of the Global Islamic Economy Report. Dubai Economy and Tourism.
  7. DIY Provincial Tourism Office (2022). Data hotel dan restoran Propinsi Daerah Istimewa Yogyakarta. DIY Provincial Tourism Office
  8. Drummond, G. & Ensor, J. (2008). Strategic marketing: Planning and controlling, 3rd ed. Butterworth-Heinemann.
  9. Fuseini, A., Hadley, P., & Knowles, T. (2021). Halal food marketing: An evaluation of UK halal standards. Journal of Islamic Marketing, 12(5), 977-991. https://doi.org/10.1108/JIMA-02-2020-0037
  10. Harahsheh, S., Haddad, R., & Alshorman, M. (2020). Implications of marketing Jordan as a Halal tourism destination. Journal of Islamic Marketing, 11(1), 97-116. https://doi.org/10.1108/JIMA-02-2018-0036
  11. Hooley, G., Nicolaud, B., Ruud, J. M., & Lee, N. (2020). Marketing strategy: Competitive positioning, 7th ed. Pearson.
  12. Hussein, S.A. (2006). Understanding halal foods fallacies. Foundation For Islamic Knowledge.
  13. Ing, P.G., Lin, N. Z., Xu, M., & Thurasamy, R. (2020). Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing and Logistics, 32(7), 1407-1429. https://doi.org/10.1108/APJML-07-2019-0437
  14. Juran (1988). Juran’s quality control handbook, Fouth ed. McGraw-Hill International.
  15. Khan, G. & Khan, F. (2020). “Is this restaurant halal?” Surrogate indicators and Muslim behaviour. Journal of Islamic Marketing, 11(5), 1105-1123. https://doi.org/10.1108/JIMA-01-2019-0008
  16. Kooli, C., Al Habsi, A., & Abadli, R. (2018). Celebrity endorsement and its effect: Arabic world perspectives. International Journal of Advanced Research (IJAR), 6(2), 182-188. https://doi.org/10.21474/IJAR01/6426
  17. Kotler, P. & Keller, K.L. (2016). Marketing management, 15th ed. Pearson.
  18. Liu, P. & Tse, E.C.-Y. (2018). Exploring factors on customers’ restaurant choice: An analysis of restaurant attributes. British Food Journal, 120(10), 2289-2303. https://doi.org/10.1108/BFJ-10-2017-0561
  19. McLachlan, G. J. (1999). Mahalanobis distance. Resonance, 4, 20-26. https://doi.org/10.1007/BF02834632
  20. Messabia, N., Fomi, P. R., & Kooli, C. (2022). Managing restaurants during the COVID-19 crisis: Innovating to survive and prosper. Journal of Innovation & Knowledge, 7(4), 100234. https://doi.org/10.1016/j.jik.2022.100234
  21. MES-Masyarakat Ekonomi Syariah. (2014). Etika bisnis Islam [Islamic business ethics]. Gramata Publishing .
  22. Mohd Yusof, Y. L., Wan Jusoh, W. J. & Maulan, S. (2021). Perceived quality association as determinant to re-patronise Shariah-compliant brand restaurants. Journal of Islamic Marketing, 12(2), 302-315. https://doi.org/10.1108/JIMA-10-2018-0190
  23. Oliver, R. L. (1999), Whence consumer loyalty? Journal of Marketing, 63(4), 33-44. https://doi.org/10.2307/1252099
  24. Preko, A., Mohammed, I. & Allaberganov, A. (2022). Antecedents of brand equity on halal tourism destination. Journal of Islamic Marketing, 13(8), 1685-1702. https://doi.org/10.1108/JIMA-09-2020-0283
  25. Riaz, M.N. & Chaudry, M. M. (2004). Halal food production. CRC Press.
  26. Saunder, M., Lewis, P. & Thornhill, A. (2016). Research methods for business students, 7th ed. Pearson.
  27. Sheikhesmaeili, S. & Hazbavi, S. (2019). Model construction of engagement and outcomes in consumers food life: Evidence from chain stores customer. British Food Journal, 121(1), 218-239. https://doi.org/10.1108/BFJ-06-2017-0344
  28. Subrahmanyam, A. (2017). Relationship between service quality, satisfaction, motivation and loyalty: A multi-dimensional perspective. Quality Assurance in Education, 25(2), 171-188. https://doi.org/10.1108/QAE-04-2013-0016
  29. Suhartanto, D., Chen, B.T., Mohi, Z., & Sosianika, A. (2018). Exploring loyalty to specialty foods among tourists and residents. British Food Journal, 120(5), 1120-1131. https://doi.org/10.1108/BFJ-09-2017-0485
  30. Sumadi, S. (2022), Determinan perilaku beli produk bahan makanan berlogo halal [Determinants of purchasing behavior of food products with the halal logo]. Benefit: Jurnal Manajemen dan Bisnis, 7(1), 24-40. https://doi.org/10.23917/benefit.v7i1.18058
  31. Takeshita, S. (2020). Halal certification or ingredient disclosure: A comparative analysis of serving food in Japanese tourist destinations. Journal of Islamic Marketing, 11(3), 765-781. https://doi.org/10.1108/JIMA-07-2018-0129
  32. Uddin, M.B. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal, 121(11), 2791-2808. https://doi.org/10.1108/BFJ-02-2019-0140
  33. Ulrich, K.T. & Eppinger, S. D. (2012). Product design and development, 2nd ed. McGraw-Hill Co.
  34. Yıldırım, Y., Amarat, M., & Akbolat, M. (2022). Effect of relationship marketing on hospital loyalty: The mediating role of patient satisfaction. International Journal of Pharmaceutical and Healthcare Marketing, 16(3), 337-353. https://doi.org/10.1108/IJPHM-01-2021-0010
  35. Zeithaml, V.A, Bitner, M.J., & Gremler, D.D. ( 2010). Service marketing, International ed. McGraw-Hill.
  36. Zhu, D. H. (2022). Effects of robot restaurants’ food quality, service quality and high-tech atmosphere perception on customers’ behavioral intentions. Journal of Hospitality and Tourism Technology, 13(4), 699-714. https://doi.org/10.1108/JHTT-01-2021-0022