Customer Engagement as the Key to Customer Loyalty in Saung Apung Harvest City Restaurant

Authors

  • Nuriyati Samatan Universitas Nasional, Jakarta, Indonesia
  • Mulharnetti Syas Universitas Paramadina, Jakarta, Indonesia
  • Robingah Universitas Gunadarma, Jakarta, Indonesia
  • Jun Firmansyah Universitas PTIQ, Jakarta, Indonesia
  • A. Saifulloh Universitas Nasional, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/gijlss.v3i3.557

Keywords:

Customer Engagement, Customer Loyalty, Two-Way Communication, Excellence Theory, Customer Satisfaction

Abstract

This study aims to determine customer engagement as the key to customer loyalty at Saung Apung Harvest City Restaurant. This study used the Two-Way Symmetrical Model, which emphasizes mutual understanding between organizations and their publics. The research is qualitative, using the Constructivism paradigm, with field data collection conducted through observation, interviews, and documentation. The results of the study found that two-way communication between management and customers builds customer engagement in providing information, comments, and suggestions to management for the improvement and enhancement of the restaurant's performance, ambience, and the taste of the food and beverages served. Saung Apung Restaurant is also unique in that it is located quite far from the center of town, with no physical signs indicating its presence, yet customers still choose to visit and enjoy the dishes served at Saung Apung Restaurant. Management also strives to build good relationships with customers to increase loyalty and ensure the growth and sustainability of the restaurant in a highly competitive market.

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Published

2025-11-17

How to Cite

Nuriyati Samatan, Mulharnetti Syas, Robingah, Jun Firmansyah, & A. Saifulloh. (2025). Customer Engagement as the Key to Customer Loyalty in Saung Apung Harvest City Restaurant. Greenation International Journal of Law and Social Sciences, 3(3), 801–811. https://doi.org/10.38035/gijlss.v3i3.557

Issue

Vol. 3 No. 3 (2025): (GIJLSS) Greenation International Journal of Law and Social Sciences (September - November 2025)

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Articles

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Copyright (c) 2025 Nuriyati Samatan, Mulharnetti Syas, Robingah, Jun Firmansyah, A. Saifulloh

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