Analisis Pengaruh Food Quality, Personal Interaction Quality, dan Physical Environment Quality, Terhadap Customer Loyalty Melalui Satisfaction, Trust, dan Commitment Pada Pelanggan Restoran Carnivor Steak and Grill Di Surabaya = Analysis Of The Influence Of Food Quality, Personal Interaction Quality, and Physical Environment Quality On Customer Loyalty Through Satisfaction, Trust, and Commitment On Customer At Carnivor Steak And Grill Restaurants In Surabaya

Junita, Deasy Diana (2021) Analisis Pengaruh Food Quality, Personal Interaction Quality, dan Physical Environment Quality, Terhadap Customer Loyalty Melalui Satisfaction, Trust, dan Commitment Pada Pelanggan Restoran Carnivor Steak and Grill Di Surabaya = Analysis Of The Influence Of Food Quality, Personal Interaction Quality, and Physical Environment Quality On Customer Loyalty Through Satisfaction, Trust, and Commitment On Customer At Carnivor Steak And Grill Restaurants In Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Di kota-kota besar, café sangatlah populer dan berkembang sangat pesat, dimana masyarakat sering meluangkan waktunya untuk berkunjung ke cafe untuk makan atau minum dan bahkan sekedar untuk aktif dalam sosial media, beraktifitas maupun bersantai. Restoran Carnivor Steak and Grill Surabaya menjadi salah satu yang bergerak dibidang tersebut dan memadukan konsep western yang aesthetic. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Food Quality, Personal Interaction Quality, dan Physical Environment Quality terhadap Customer Loyalty melalui Satisfaction, Trust, dan Commitment. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan software AMOS versi 22.0. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 159 responden dengan karakteristik responden, yaitu laki-laki dan perempuan, berumur 18-60 tahun, dan pernah makan di Restoran Carnivor Steak and Grill Surabaya 2 kali dalam 2 tahun terakhir. Hasil penelitian menunjukkan bahwa variabel Food Quality berpengaruh positif signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.432; variabel Physical Environment Quality berpengaruh positif signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.257; variabel Personal Interaction Quality berpengaruh positif signifikan terhadap Satisfaction dengan koefisien regresi sebesar 0.284; variabel Satisfaction berpengaruh positif terhadap Customer Loyalty dengan koefisien regresi sebesar 0.223; variabel Satisfaction berpengaruh positif signifikan terhadap Trust dengan koefisien regresi sebesar 0.357; variabel Satisfaction berpengaruh positif terhadap Commitment dengan koefisien regresi sebesar 0.219; variabel Trust berpengaruh positif signifikan terhadap Commitment dengan koefisien regresi sebesar 0.535; variabel Trust berpengaruh positif terhadap Customer Loyalty dengan koefisien regresi sebesar 0.183; dan variabel Commitment berpengaruh positif signifikan terhadap Customer Loyalty dengan koefisien regresi sebesar 0.435. / In big cities, cafes are very popular and growing very rapidly, where people often take the time to visit cafes to eat or drink and even just to be active in social media, have activities and relax. The Carnivor Steak and Grill restaurant in Surabaya is one that is engaged in this field and combines an aesthetic western concept. This study aims to determine how the influence of Food Quality, Personal Interaction Quality, and Physical Environment Quality on Customer Loyalty through Satisfaction, Trust, and Commitment. This research is a causal research. The research method used is quantitative method with data processing using AMOS software version 22.0. Data was collected by distributing questionnaires to 159 respondents with the characteristics of the respondents, namely male and female, aged 18-60 years, and had eaten at Carnivor Steak and Grill Restaurant Surabaya 2 times in the last 2 years. The results showed that the Food Quality variable had a significant positive effect on Satisfaction with a regression coefficient of 0.432; Physical Environment Quality variable has a significant positive effect on Satisfaction with a regression coefficient of 0.257; Personal Interaction Quality variable has a significant positive effect on Satisfaction with a regression coefficient of 0.284; Satisfaction variable has a positive effect on Customer Loyalty with a regression coefficient of 0.223; Satisfaction variable has a significant positive effect on Trust with a regression coefficient of 0.357; Satisfaction variable has a positive effect on Commitment with a regression coefficient of 0.219; Trust variable has a significant positive effect on Commitment with a regression coefficient of 0.535; Trust variable has a positive effect on Customer Loyalty with a regression coefficient of 0.183; and the Commitment variable has a significant positive effect on Customer Loyalty with a regression coefficient of 0.435.

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