Influence Product Innovation, Corporate Image, Service Quality, and Food Safety on Catering Customer Satisfaction and Loyalty in Surabaya

Eny  Rochmatulaili; Budiyanto Budiyanto; Akhmad  Riduwan

doi:10.51699/ajdes.v21i.617

Authors

Eny Rochmatulaili Indonesian College of Economics (STIESIA)
Budiyanto Budiyanto 3Indonesian College of Economics (STIESIA)
Akhmad Riduwan Indonesian College of Economics (STIESIA)

DOI:

https://doi.org/10.51699/ajdes.v21i.617

Keywords:

Product Innovation, Customer Loyalty, Customer Satisfaction, food safety, Service Quality, Company Image

Abstract

The catering business is currently growing in line with the needs and busy work of most people. The more people or institutions of an organization hold events, the more important the need for catering services is. Unhygienic food will make it easier for bacteria to breed so that, causing the food to be dangerous for consumption. catering and catering services in Indonesia from 32 catering entrepreneurs who are APJI members in the city of Surabaya, only 20 caterers for APJI members met the sanitation and hygiene criteria set by the Surabaya City Health Office. This type of research is descriptive quantitative and the nature of this research is explanatory research. The population in this study were 397 customers and the sample of this study was 200 respondents. This research model provides an overview of how the influence of corporate image, food safety, service quality, has a significant effect on customer loyalty and satisfaction, innovation has a significant effect on customer loyalty but customer satisfaction has no significant effect on product innovation. The findings explain that Product Innovation has no effect on customer satisfaction because customers are too Loyal to the Company's Image, Food Safety, Service Quality, in the field it is found that to meet their satisfaction, customers prefer other caterers after the first order than product innovation at the same catering.

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