• Dion Heggie Hartanto Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
  • Indarini Indarini Fakultas Bisnis dan Ekonomika Universitas Surabaya
  • Silvia Margaretha Fakultas Bisnis dan Ekonomika Universitas Surabaya
Abstract Views: 188 times
PDF - FULL TEXT Downloads: 89 times
Keywords: employee satisfaction, customer satisfaction and customer loyalty


s study aims to prove the effect of employee satisfaction towards customer satisfaction and customer loyalty intentions for family restaurants respondents’ in Surabaya.This type of research is causal research with quantitative approach. This study using purposive sampling approach, which is a sampling technique based on the consideration or personal judgment of researchers associated with the characteristics of the population according to the research sample. Respondents in this study amounted to 210 people. The analysis in this study using a model of SEM (Structural Equation Modeling) and processed using SPSS software version 18.0 for Windows and Amos version 22.0 for Windows for testing Measurement and Structural Model.The result of this study indicate that hypothesis 1 and 3 were supported and have positive significantly effect such as employee satisfaction has positive and significant effect on customer satisfaction, customer satisfaction has positive and significant effect on customer loyalty. For hypothesis 2 were not supported and does not have positive significantly effect that is employee satisfaction has positive and significant effect on customer loyalty.


Download data is not yet available.


Ahearne, M., Bhattacharya, C.B., Gruen, T., 2005. Antecedents and consequences of customer-company identification: expanding the role of relationship marketing. Journal of Applied Psychology 90 (3), 574– 585.

Allen, N.J., Grisaffe, D.B., 2001.Employee commitment to the organization and customer reactions: mapping the linkages. Human Resource Management Review11 (3), 209–236.

Bernhardt, K.L., Donthu, N., Kennett, P.A., 2000. A longitudinal analysis of satisfaction and profitability. Journal of Business Research 47 (2), 161–171

Bolton, R.N., Kannan, P.K., Bramlet, M.D., 2000. Implications of loyalty program membership and service experiences for customer retention and value. Journal of Academy Marketing Science 28 (1), 95–108.

Brown, S.P., Lam, S.K., 2008. A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing 84 (3), 243–255.

Chi, C.G., Gursoy, D., 2009.Employee satisfaction, customer satisfaction, and Financial performance: an empirical examination. International Journal of Hospitality Management 28 (2), 245–253.

Dick, A.S., Basu, K., 1994. Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science 22 (2), 99–113.

Hair, J.F., Black, W.C., Babin, B.J., dan Anderson, R.E., 2010, Multivariate Data Analysis: A global perspective, 7th edition, New Jersey: Pearson Prentice Hall. Jones, M. A., Reynolds, K. E., & Arnold, M. (2006). Hedonic and utilitarian shopping value: investigating differential effects on retail outcomes. Journal of Business Research, 59(9), 974-981

Harter, J.K., Schmidt, F.L., Hayes, T.L., 2002. Business-unit-level relationship Between employee satisfaction, employee engagement, and business outcomes: a meta analysis. Journal of Applied Psychology 87 (2), 268–279.

Iacobucci D. (2009).Structural equations modeling: Fit Indices, sample size, and advanced topics. Journal of Consumer Pshycology 20 (2010) 90–98

Indrawati,A.D., 2013. Pengaruh Kepuasan Kerja terhadap Kinerja Karyawan dan kepuasan Pelanggan di Rumah Sakit Swasta di Kota Denpasar. Jurnal Management, StrategiBisnis, dan Kewirausahaan, Vol.7, No.2, 135-142

Jung, H.S.,Yoon, H.H., 2012. Why do satisfied customer switch? Focus on the restaurant patron variety-seeking orientation and purchase decision involvement. International Journal of Hospitality Management 31 (3), 875–884.

Jung, H.S.,Yoon, H.H.,2013. Do employees’ satisfied customers respond with an satisfactory relationship?The effects of employees’ satisfaction oncustomers’

satisfaction and loyalty in afamily restaurant. International Journal of Hospitality Management, Vol. 34,1-8.

Loveman, G.W., 1998. Employee satisfaction, customer loyalty and financial Performance :an empirical examination of the service profit chain in retail banking.
Journal of Service Research 1 (1), 18–31.

Marsum A.W., 2005. Restoran dan Segala Permasalahannya, Edisi IV. Yogyakarta: Andi. Oliver, R., 1980. A cognitive model of the antecedents and consequences of
Satisfaction decisions. Journal of Marketing Research 17 (4), 460–469.

Randy, B., 2000. Why loyal employees and customers improve the bottom line. Journal for Quality and Participation 23 (2), 40–44.

Rucci, A.J., Kirn, S.P., Quinn, R.T., 1998. The employee-customer-profit chain at Sears. Harvard Business Review January/February, 82–97.

Sageer, A.,Rafat, S., Agarwal, P., 2012. Identification of Variables Affecting Employee Satisfaction andTheir Impact on the Organization, IOSR Journal of Business and Management, Vol.5, 32-39

Salanova, M., Aqut, S., Peiro, J.M., 2005.Linking organizational resources and workengagement to employee performance and customer loyalty: the mediation of service climate. Journal of Applied Psychology 90 (6), 1217–1227.

Schneider, B., Bowen, D.E., 1985. Employee and customer perceptions of service inbanks: replication and extension. Journal of Applied Psychology 70 (3), 423–433

Sharma, S., Mukherjee, S., Kumar, A., and Dillon, W.R. (2005), "A simulation study to investigate the use of cut off values for assessing model fit in covariance structure models," Journal of Business Research, 58 (1), 935-43.

Spinelli, M.A., Canavos, G.C., 2000. Investigating the relationship between employee satisfaction and guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly 41 (1), 29–33.

Sniper, R.L., Oswald, S.L., LaTour, M., Armenakis, A.A., 2005.The effects of pecific jobsatisfaction facets on customer perceptions of service quality: an employee level analysis. Journal of Business Research 58 (10), 1330–1339.

Tornow, W.W., Wiley, J.W., 1991. Service quality and management practices: a look at employee attitudes, customer satisfaction, and bottom-line consequences. Human Resource Planning 14 (2), 105–115.

Ugboro, I.O., Obeng, K., 2000. Top management leadership, employee empowerment,job satisfaction and customer satisfaction in TQM o rganizations: anempirical study. Journal of Quality Management 5 (1), 247–272.

Wangenheim, F.V., Evanschitzky, H., Wunderlich, M., 2007.Does the employee– customer satisfaction link hold for all employee groups? Journal of Business Research 60 (7), 690–697.

Wolfinbarger, M.F., 1990, “Motivations and Symbolism in Gift-Giving Behaviour”, Advances in Consumer Research, Vol. 17, pp. 669-706.

Zeithaml, V.A., Berry, L.L., Parasuraman, A., 1996. The behavioral consequences ofservice quality. Journal of Marketing 52 (July), 2–22.

Zikmund, W.G., Babin, B.J., Carr, J.C., dan Griffin, M., 2009, Business Research Method, 8th edition, Cengage Learning. ya.html , diakses pada tanggal 23 November 2016. ktor.Jasa.Masih.Dianggap.Sebelah.Mata , di akses pada tanggal 27 November 2016., diakses pada tanggal 25 November 2016. , diakses pada tanggal 25 November 2016. , diakses pada tanggal 25 November 2016. Pertumbuhan_Restoran_di_Surabaya_Terpacu_Keberadaan_Infrastruktur , diakses pada tanggal 25 November 2016. nis.restoran. , diakses pada tanggal 25 November 2016. , diakses pada tanggal 25 November 2016. Restaurant-Award-2015-Segera-
Diumumkan, diakses pada tanggal 25 November 2016. banyak-dkkp-target-penerimaan-pajak-rp-287-m , diakses pada tanggal 25 November 2016. , diakses pada tanggal 25 November 2016. kunci-sukses-restoran-anda.html, diakses pada tanggal 25 November 2016 karyawan/, diakses pada tanggal 25 November 2016

Most read articles by the same author(s)

1 2 > >>