Trust memediasi pengaruh fast food service quality terhadap customer loyalty

DETAIL KOLEKSI

Trust memediasi pengaruh fast food service quality terhadap customer loyalty

Oleh : Suha Miranda

Info Katalog

Nomor Panggil : 2019_TA_MJ_022151225

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Dyah Astarini

Subyek : Fast food service quality;Marketing management - Brand image

Kata Kunci : customer satisfaction, trust, customer loyalty.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2019_TA_MJ_022151225_Halaman-Judul.pdf
2.	2019_TA_MJ_022151225_Bab-1.pdf
3.	2019_TA_MJ_022151225_Bab-2.pdf
4.	2019_TA_MJ_022151225_Bab-3.pdf
5.	2019_TA_MJ_022151225_Bab-4.pdf
6.	2019_TA_MJ_022151225_Bab-5.pdf
7.	2019_TA_MJ_022151225_Daftar-Pustaka.pdf
8.	2019_TA_MJ_022151225_Lampiran.pdf

Abstrak
Abstract

T Tujuan dari penelitian ini adalah untuk mengeksplorasi trust memediasi pengaruh fast food service quality terhadap customer loyalty. Fast food service quality diukur menggunakan 3 (tiga) dimensi yaitu, service quality, food quality, dan atmosphere.Pengumpulan data dilakukan dengan cara penyebaran kuesioner kepada 200 responden yang mengkonsumsi FFRs 1 (satu) bulan sebelum penelitian dengan metode non-probability sampling. Analisis data menggunakan structural equation model pada program AMOS 22.0 dan SPSS 25.Hasil penelitian menunjukkan bahwa terdapat pengaruh positif fast food service quality terhadap customer satisfaction, terdapat pengaruh positif customer satisfaction terhadap customer loyalty dan trust. Namun, tidak terdapat pengaruh positif trust terhadap customer loyalty. Dalam konteks ini juga, ditemukan bahwa trust tidak memediasi hubungan customer satisfaction terhadap customer loyalty.Penelitian selanjutnya diharapkan memilih jenis restoran selain FFRs dan menambah variabel lain seperti commitment (Sahagun and PÃ¡rraga, 2014) dan/atau price fairness and authenticity (Shahzadi et al. 2018).

T The purpose of this study is to explore trust mediated the influence of fast food service quality towards customer loyalty. Fast food service quality is measured service quality, food quality, and atmosphere.A survey was conducted on 200 customers who reported going to fast food restaurants at least in the last 1 month by using non-probability sampling method. The collected data was analysed using Structural Equation Model (SEM) in AMOS 22.0 and SPSS 25 program.The outcomes revealed that fast food service quality is positively influenced the customer satisfaction, customer satisfaction is positively influenced the customer loyalty and trust. However, trust has not positively influenced the customer loyalty. Furthermore, it is shown that trust is not mediating the relations between customer satisfaction and customer loyalty. For future researchers is suggested to analysis another kind of restaurants and add variables such as commitment (Sahagun and PÃ¡rraga, 2014) and/or price fairness and authenticity (Shahzadi et al. 2018).