Relationship of Serv-Qual & Consumer Loyalty in Hofstede Culture Study

There are two main objectives to be achieved through this book. The first objective is to determine the key features of the service quality that have significant influence in the formation of consumer loyalty in the restaurant industry. The second objective is to know the theory and process of adapting key features of the service quality that come from the UK (Europe) market to then be applied to the Indonesian market through difference cultural approach of Hofstede (2001). The method that author use in completing this book is a desk research which focuses on literature review as a centre of the investigation. The process of desk research that the author did produce six types of key features of the service quality that have the significant influence on the process of formation of consumer loyalty in the restaurant industry. Key features consist of restaurant image, staff behaviour, restaurant atmosphere, perceived quality, food quality, and price. In the end, the authors can apply the theory of cultural differences of Hofstede (2001) by way of adaptation to the six key features of the service quality by the characteristics of the consumer culture that originated from Indonesia.