Pengaruh service quality, food quality, atmosphere terhadap satisfaction, trust, customers loyalty pada kedai es krim Zangrandi Yos Sudarso Surabaya = The influence of service quality, food quality, atmos-phere on satisfaction, trust, costumers loyalty on kedai es krim Zangrandi Yos Sudarso Surabaya

Putra Hadi, Onny (2020) Pengaruh service quality, food quality, atmosphere terhadap satisfaction, trust, customers loyalty pada kedai es krim Zangrandi Yos Sudarso Surabaya = The influence of service quality, food quality, atmos-phere on satisfaction, trust, costumers loyalty on kedai es krim Zangrandi Yos Sudarso Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Cafe merupakan salah satu jenis industri food & beverage yang menjamur di Indonesia. Café yang bersejarah di Indonesia adalah Kedai Es Krim Zangrandi Yos Sudarso Surabaya yang merupakan ciri khas dari kota Surabaya sehingga selalu direkomendasikan berkunjung ke Surabaya.Penelitian ini merupakan penelitian kausal untuk mengetahui pengaruh Service Quality, Food Quality, Atmosphere terhadap Satisfaction, Trust, Customer Loyalty pada Kedai Es Krim Zangrandi Dengan metode kuantitatif dengan menggunakan aplikasi AMOS dan SPSS sebagai alat olah data. Proses pengumpulan data dilakukan dengan cara menyebarkan angket online sebanyak 152 responden karakteristik responden laki-laki dan perempuan yang berumur 18-60 tahun. Dari hasil penelitian ini dapat disimpulkan bahwa variabel Service Quality berpengaruh positif signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0,387; variabel Food Quality berpengaruh positif signifikan terhadap Satisfaction dengan koefisien regresi 0,344; variabel Atmosphere berpengaruh positif signifikan terhadap Satisfaction dengan koefisien regresi 0,234; variabel Satisfaction berpengaruh positif signifikan terhadap Trust dengan koefisien sebesar 0,360; variabel Satisfaction berpengaruh signifikan terhadap Customer Loyalty dengan nilai koefisien sebesar 0,277; variabel Trust berpengaruh signifikan terhadap Customer Loyalty dengan nilai koefisien sebesar 0,332 / city of Surabaya Indonesia, that is also became a unique attraction for the city of Surabaya. This research is categorized as causal research that aims to explain the effects of Service Quality, Food Quality, Atmosphere to Satisfaction, Trust, Customer Loyalty on Kedai Es Krim Zangrandi Yos Sudarso Surabaya. This research uses quantitative method with Amos and SPSS. Data collection was done by distributing online questionnaires with a total of 152 respondents which are comprises of male and female respondents, aged 18-60 years. The results of this study indicate that the Service Quality variable has a significant effect on Satisfaction with a regression coefficient of 0,387; Food Quality variable has a significant effect on Satisfaction variable with a regression coefficient of 0,344; Atmosphere variable has a significant effect on Satisfaction with a regression coefficient of 0,234; Satisfaction variable has a positive and significant effect on Trust with the coefficient of 0,360; the Satisfaction variable has a significant effect on Customer Loyalty with the coefficient of 0,277; Trust variable has a significant effect on Customer Loyalty with a coefficient of 0,332

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