Jurnal Hospitality dan Pariwisata

Industri jasa penyediaan makanan dan minuman di Indonesia terdiri dari berbagai jenis sektor, yang dimana terdapat industri bakery.  Jenis sektor industry ini adalah jenis industry yang memiliki keunikan karena memiliki ciri khas terhadap citra rasa dan karakteristik bisnis yang berbeda-beda. Bahkan, sektor industry bakery saat ini sudah dapat ditemukan di berbagai titik pasar baik di perkotaan ataupun di daerah. Don Bakeshop adalah salah satu bakery yang terletak pada salah satu pusat perbelanjaan terbesar di Jakarta yaitu Mall Grand Indonesia. Bakery ini sudah berkembang dan memiliki beberapa cabang di Jakarta, Don Bakeshop menyajikan berbagai macam menu seperti croissant, eclair, choux, roti, donat, kue, kopi, dan teh. Tujuan penelitian ini adalah untuk mengetahui pengaruh customer satisfaction dan brand image terhadap customer loyalty pada Don Bakeshop Mall Grand Indonesia Jakarta Pusat. Penelitian ini dimulai dari pengembangan dasar teoritis, penyebaran kuesioner, dan pengolahan data serta analisis hasil data. Penelitian ini berhasil menerima 195 responden yang berdomisili di Jabodetabek, Bedasarkan hasil penelitian yang telah dilakukan terhadap 195 responden, ditemukan bahwa customer satisfaction memiliki hubungan yang positif dan signifikan terhadap loyalitas pelanggan untuk mengunjungi Kembali Don Bakeshop. Hasil perolehan hipotesis brand image juga menunjukan adanya korelasi atau hubungan yang positif dan signifikan terhadap customer loyalty Don Bakery.

customer satisfaction, brand image, customer loyalty, bakery

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