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Journal : Kinerja: Jurnal Bisnis dan Ekonomi

Measuring Financial Performance in the Absence of Objective Measures: an Evidence from Indonesia Local Restaurants Tarigan, Josua; Hirawanto, Rafel Romero; Dautrey, Jean; Hatane, Saarce Elsye
KINERJA Vol 23, No 2 (2019): KINERJA
Publisher : Faculty of Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (373.771 KB) | DOI: 10.24002/kinerja.v23i2.2064

Abstract

The purpose of this research is to explore the paths between the SERVQUAL dimensions, customer satisfactionand customer loyalty towards the financial performance in Indonesialocal restaurants. Researchers in Indonesia often encounter problems obtaining objective measures of financial performance in privately-held companies, especially restaurants industries. The authors help fill this knowledge gap by extended the study of service quality into financial performance. A quantitative approach was employed, using 26-items, five-point Likert-scale questionnaire administrated to 150 customers and 50 restaurant owners or managers. The data analysis technique that was used in this research was the Partial Least Square (PLS). The research showed that there is a strong consistent link between service quality, customer satisfactionand customer loyalty towards the financial performance.Additionally, customer loyalty have the role that strengthens the impact of customer satisfaction to the financial performance
Co-Authors Aditya Ferryanto, Aditya Aggrean, Cynthia Alvionita Stifanny Selan, Alvionita Stifanny Amanda Wijaya Anthony, Aloysius Richard Benu, Yohanes Rudolf Christyanto, Shendy Cornelius, Elizabeth Dautrey, Jean Dautrey, Jean-Marc Dewi Rembulan Diah Dharmayanti Eranio Randy, Eranio Febby, Regina Febrina, Livia Ferdian, Gabriele Nia Fifi, Fifi Fifi Fransisca Soetanto, Fransisca Fransisca, Cyndy Funome, Lydia Natalia Gunawan, Felicitas Fanny Hamdani, Yurike Handoyo, Cynthia Priskilla Hartantri, Debora Ratih Hartono, Gabriella Karuniajaya Hatane Semuel Hendrawan, Dio Adi Hervindra, Christoforus Hetharie, Carine Jacqueline Hirawanto, Rafel Romero I, Nadya Gomes Ibrahim, Rina Pricelya Josua Tarigan Kuanda, Elenne Stefanie Laiman, Lisa Layadi, Jordi Lienardi, Abi Kresna Mainake, Mozes Yoshua Bizaliel Mariana, Mariana Mariana Ningrum, Alifia Nugroho, Nathania Ayu Oetomo, Felicia Okhotan, Stifanny Christin Patricia Tanjaya, Patricia Prawira, Handry Adhi Priskila Adiasih Samosir, Todo Tondi Betha Sasmita, David Sastrawati, Waisiyana Setiadi, Kevin Setiawan, Fannie Felita Setyono, Vanesha Gladys Shalim, Ricky Wijaya Silvia Rostianingsih Sindhu, Liliana Megawati Sirapanji Olivia Stephanie Cynthia Djuali, Stephanie Cynthia Stephanie Yunita Nathania, Stephanie Yunita Susanna, Susanna Susanna Teguh, Irene Melina Tungabdi, Yuliana Ung, Joanna Edrea Widiharta, Arie Widyatama, Jevilia Wijaya, Dikky Wijaya, Joanna Elizabeth Wiyogo, Willy Yemima Yulia, Yemima Yoel, Fabiola Yonathan, Brian Edbert Yoseph, Inriani Yuliana, Yuliana Yuliana Zanderet’s, Christina