Anteseden dan konsekuensi dari satisfaction : studi empirik pada restoran
Info Katalog
File Repositori
Nomor Panggil : 2017_TA_MJ_022131026
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2017
Pembimbing 1 : Adiati Hardjanti
Subyek : Quality of physical environment;Marketing management
Kata Kunci : quality of food, quality of employee interaction, quality of physical environment
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2017_TA_MJ_022131026_Halaman-Judul-.pdf | 17 | |
| 2. | 2017_TA_MJ_022131026_Bab-1.pdf | 1 | |
| 3. | 2017_TA_MJ_022131026_Bab-2.pdf |
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| 4. | 2017_TA_MJ_022131026_Bab-3.pdf |
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| 5. | 2017_TA_MJ_022131026_Bab-4.pdf |
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| 6. | 2017_TA_MJ_022131026_Bab-5.pdf |
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| 7. | 2017_TA_MJ_022131026_Daftar-Pustaka.pdf | ||
| 8. | 2017_TA_MJ_022131026_Lampiran.pdf |
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T ujuan dari penelitian ini adalah untuk menganalisis pengaruh food qualityterhadap satisfaction, untuk menganalisis pengaruh personal interaction qualityterhadap satisfaction, untuk menganalisis pengaruh satisfaction terhadap word ofmouth intention, untuk menganalisis pengaruh physical environment qualityterhadap satisfaction, untuk menganalisis pengaruh perceived value terhadapsatisfaction, untuk menganalisis pengaruh satisfaction terhadap trust, untukmenganalisis pengaruh satisfaction terhadap commitment, untuk menganalisispengaruh trust terhadap commitment, Untuk menganalisis pengaruh trust terhadapword of mouth intention, dan untuk menganalisis pengaruh commitment terhadapword of mouth intention.Data dikumpulkan dari 200 pelanggan restoran Lemongrass di Bogorsebagai responden. Teknik pengumpulan data yang digunakan adalah purposivesampling. Metode analisis data menggunakan model persamaan struktural melaluiprogram AMOS versi 7.Hasil menjelaskan bahwa responden memiliki pernyataan setuju terhadapfood quality ditunjukkan dengan nilai statistik deskriptif sebesar 4,50, respondenmemiliki pernyataan setuju terhadap personal interaction quality ditunjukkandengan nilai statistik deskriptif sebesar 4,59, dan responden memiliki pernyataansetuju terhadap physical environment quality ditunjukkan dengan nilai statistikdeskriptif sebesar 4,53, responden memiliki pernyataan setuju terhadap perceivedvalue ditunjukkan dengan nilai statistik deskriptif sebesar 4,53, dan respondenmemiliki pernyataan setuju terhadap satisfaction ditunjukkan dengan nilai statistikdeskriptif sebesar 4,45, responden memiliki pernyataan setuju terhadap trustditunjukkan dengan nilai statistik deskriptif sebesar 4,52, responden memilikipernyataan setuju terhadap commitment ditunjukkan dengan nilai statistikdeskriptif sebesar 4,58, responden memiliki pernyataan setuju terhadap womintention ditunjukkan dengan nilai statistik deskriptif sebesar 4,51.
T he purpose of this research was analyzed the effect of food quality onsatisfaction, was analyzed the effect of personal interaction quality onsatisfaction, was analyzed the effect of satisfaction on word of mouth intention,was analyzed the effect of physical environment quality on satisfaction, wasanalyzed the effect of perceived value on satisfaction, was analyzed the effect ofsatisfaction on trust, was analyzed the effect of trust on commitment, was analyzedthe effect of trust on commitment, was analyzed the effect of trust on word ofmouth intention, and was analyzed the effect of commitment on word of mouthintention.Data collected from 200 Lemongrass restaurant customers in Bogorgathered as many a respondents. Sampling and data collection technique wasused purposive sampling. Method of data analysis using structural equationmodel with AMOS version 7.The result explained that the respondent has the statement agree on foodquality indicated by the descriptive statistic value of 4.50, the respondent has theagree statement to personal interaction quality indicated by the descriptivestatistic value of 4.59, and the respondent has the agreed statement to the physicalenvironment quality indicated by the value descriptive statistics of 4.53,respondents have a statement agree to perceived value is indicated by adescriptive statistic value of 4.53, and respondents have a statement agree tosatisfaction indicated by the descriptive statistics of 4.45, respondents have astatement agree to the trust is indicated by the value descriptive statistics of 4.52,respondents have a statement agree to the commitment indicated by thedescriptive statistics of 4.58, respondents have a statement agree to wom intentionindicated by the descriptive statistical value 4.51.
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