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首页> 外文期刊>Corporate Board: Role, Duties & Composition >BOARD ROLE ON THE QUALITY OF THE SERVICE, CUSTOMERS’ SATISFACTION AND CUSTOMERS’ LOYALTY IN RESTAURANT FIRMS: STORY FROM INDONESIA
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BOARD ROLE ON THE QUALITY OF THE SERVICE, CUSTOMERS’ SATISFACTION AND CUSTOMERS’ LOYALTY IN RESTAURANT FIRMS: STORY FROM INDONESIA

机译：董事会对服务质量，客户满意度和客户忠诚度的态度：印尼的故事

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摘要

The objective of this research is to test and conducting an analysis in sequence, on the effect of exchange of superior-subordinate relationship on: the quality of the service, customers’ satisfaction and customers’ loyalty: Case study on a restaurant in Surakarta Indonesia. The samples used in this research are 430 staffs and 430 customers taken with convenient method. The technique used to test the hypothesis is SEM analysis (Structural Equation Model). The validity test result shows that there are several items on this research which extracted and finally used as the base for item analysis that meets the criteria, while the reliability test result shows that all the variable meets the requirements, and the research model required can be found. The analysis result of this research shows that: First, the exchange of superior-subordinate relationship shows positive effect on the service quality, but shows no effect on the customers’ satisfaction. Second, the service quality gives positive effect on customers’ satisfaction, but shows no effect on customers’ loyalty. Third, customers’ satisfaction gives positive effects on customers’ loyalty. The existing research implications and limitations need to be studied in future researches.
机译：这项研究的目的是对上下级关系的交换对以下方面的影响进行测试和分析：服务质量，顾客满意度和顾客忠诚度：以印度尼西亚苏拉卡尔塔的一家餐馆为例。本研究使用的样本为430名员工和430位客户，采用了便捷的方法。检验假设的技术是SEM分析（结构方程模型）。有效性测试结果表明，该研究有多个项目被提取出来，并最终作为符合条件的项目分析的基础，而可靠性测试结果表明，所有变量均符合要求，所需要的研究模型可以找到了。这项研究的分析结果表明：首先，上下级关系的交换对服务质量有积极影响，但对客户满意度没有影响。其次，服务质量对客户满意度产生积极影响，但对客户忠诚度没有影响。第三，客户的满意度会对客户的忠诚度产生积极影响。现有的研究意义和局限性需要在未来的研究中进行研究。

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