Anteseden customer loyalty pada fast food restaurant

DETAIL KOLEKSI

Anteseden customer loyalty pada fast food restaurant

5.0

Oleh : Devrilia Siska Audriawati

Info Katalog

Nomor Panggil : 022152057

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2021

Pembimbing 1 : Robert Kristaung

Subyek : Customer relations

Kata Kunci : food quality, price, physical environment, service quality, customer satisfaction, customer loyalty.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2021_TA_SMJ_022152057_Halaman-Judul.pdf	12
2.	2021_TA_SMJ_022152057_Lembar-Pengesahan.pdf	6
3.	2021_TA_SMJ_022152057_Bab-1-Pendahuluan.pdf	10
4.	2021_TA_SMJ_022152057_Bab-2-Tinjauan-Pustaka.pdf
5.	2021_TA_SMJ_022152057_Bab-3-Metode-Penelitian.pdf
6.	2021_TA_SMJ_022152057_Bab-4-Analisis-dan-Pembahasan.pdf
7.	2021_TA_SMJ_022152057_Bab-5-Kesimpulan.pdf
8.	2021_TA_SMJ_022152057_Daftar-Pustaka.pdf	13
9.	2021_TA_SMJ_022152057_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk menganalisis pengaruh positif food quality,price, physical environment, service quality, customer satisfaction, terhadap customer loyalty pada fast food restaurant di Jakarta. Metode pengumpulan data menggunakan kuesioner dengan teknik purposive sampling kepada 314 responden yang berkunjung ke restoran fast food di Jakarta. Alat analisis yang digunakan untuk menguji validitas adalah confirmatory factor analysis, uji reliabilitas adalah cronbachâ€™s alpha, dan uji hipotesis adalah Structural Equation Model (SEM).Hasil yang didapat dari penelitian ini adalah terdapat pengaruh positif food quality terhadap customer satisfaction. Price berpengaruh positif terhadap customer satisfaction. Physical environment tidak berpengaruh positif terhadap customer satisfaction. Service quality berpengaruh positif terhadap customer satisfaction. Customer satisfaction berpengaruh positif terhadap customer loyalty.

T his study aims to analyze the positive influence of food quality, price, physical environment, service quality, customer satisfaction, on customer loyalty at fast food restaurants in Jakarta. The data collection method used a questionnaire with purposive sampling technique to 314 respondents who visited fast food restaurants in Jakarta. The analytical tool used to test the validity is confirmatory factor analysis, the reliability test is Cronbach's alpha, and the hypothesis test is the Structural Equation Model (SEM). The results obtained from this study are that there is a positive effect of food quality on customer satisfaction. Price has a positive effect on customer satisfaction. Physical environment has no positive effect on customer satisfaction. Service quality has a positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty.