Analysis of Customer Satisfaction and Loyalty at Wong Solo Restaurant During the Covid-19 Pandemic in Kendari City

Isnar Sari, R. Iswandi, M. Limi
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Abstract

This study analyzes customer satisfaction and loyalty at the Wong Solo restaurant during the Covid-19 pandemic in Kendari City. The type of data used in this research is primary data obtained through interviews with customers of the Wong Solo restaurant. This research was conducted in April 2022. The research location was determined purposively, and the number of samples in this study was 50 people—sampling using the Accidental Sampling method by specifying several criteria. The customer satisfaction index (CSI) and Brand Loyalty analysis are used. The results of this study indicate that the CSI value obtained, which is 70%, is in the satisfied category. Meanwhile, customer loyalty shows that customers are loyal to the performance and services the Wong Solo restaurant provides.
新冠肺炎疫情期间Kendari市Wong Solo餐厅顾客满意度和忠诚度分析
本研究分析了新冠肺炎大流行期间Kendari市Wong Solo餐厅的顾客满意度和忠诚度。本研究使用的数据类型是通过对Wong Solo餐厅顾客的访谈获得的原始数据。这项研究是在2022年4月进行的。有目的地确定研究地点,本研究的样本数量为50人,采用随机抽样方法,指定若干标准。使用顾客满意指数(CSI)和品牌忠诚度分析。本研究结果表明,所获得的CSI值为70%,处于满意的范畴。同时,顾客忠诚度表明顾客对Wong Solo餐厅提供的服务和服务是忠诚的。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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