Analisis restaurant service quality terhadap customer loyalty

DETAIL KOLEKSI

Analisis restaurant service quality terhadap customer loyalty

Oleh : Ria Selvira

Info Katalog

Nomor Panggil : 022001801103

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Yolanda Masnita

Subyek : Marketing - Management;Customer relations

Kata Kunci : physical environment quality, food quality, customer perceived value, customer satisfaction.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2022_TA_SMJ_022001801103_Halaman-Judul.pdf	12
2.	2022_TA_SMJ_022001801103_Lembar-Pengesahan.pdf	6
3.	2022_TA_SMJ_022001801103_Bab-1-Pendahuluan.pdf	8
4.	2022_TA_SMJ_022001801103_Bab-2-Tinjauan-Pustaka.pdf	15
5.	2022_TA_SMJ_022001801103_Bab-3-Metode-Penelitian.pdf	14
6.	2022_TA_SMJ_022001801103_Bab-4-Analisis-dan-Pembahasan.pdf	23
7.	2022_TA_SMJ_022001801103_Bab-5-Kesimpulan.pdf	6
8.	2022_TA_SMJ_022001801103_Daftar-Pustaka.pdf	10
9.	2022_TA_SMJ_022001801103_Lampiran.pdf	22

Abstrak
Abstract

P enelitian ini bertujuan untuk menganalisis restaurant service quality terhadapcustomer loyalty. Sampel yang digunakan dalam penelitian ini berjumlah 190responden dengan teknik pengambilan sampel yaitu menggunakan purposivesampling. Responden dalam penelitian ini yaitu konsumen yang pernah membeli ataumengkonsumsi makanan cepat saji secara langsung dan menggunakan layananmakan di tempat (dine in) di restoran cepat saji dalam kurun waktu 6 bulan terakhir.Pengujian hipotesis dilakukan dengan menggunakan metode Structural EquationModel (SEM). Hasil penelitian ini menunjukkan bahwa physical environment qualityberpengaruh positif terhadap customer perceived value, food quality berpengaruhpositif terhadap customer perceived value, customer perceived value berpengaruhpositif terhadap customer satisfaction, customer satisfaction berpengaruh positifterhadap brand trust, brand trust berpengaruh positif terhadap customer loyalty,customer perceived value memediasi pengaruh physical environment qualityterhadap customer satisfaction, dan customer perceived value memediasi pengaruhfood quality terhadap customer satisfaction.

T his study aims to analyze restaurant service quality on customer loyalty. Thesample used in this study amounted to 190 respondents with a sampling techniqueusing purposive sampling. Respondents in this study were consumers who hadbought or consumed fast food directly and used dine-in services at fast foodrestaurants within the last 6 months. Hypothesis testing was carried out using theStructural Equation Model (SEM) method. The results of this study indicate thatphysical environment quality has a positive effect on customer perceived value, foodquality has a positive effect on customer perceived value, customer perceived valuehas a positive effect on customer satisfaction, customer satisfaction has a positiveeffect on brand trust, brand trust has a positive effect on customer loyalty, customerperceived value mediates the effect of physical environment quality on customersatisfaction, and customer perceived value mediates the effect of food quality oncustomer satisfaction.