Analisis pengaruh service quality, social enjoyment, cleanness, aesthetics, cost terhadap customer satisfaction dan customer loyalty pelanggan cafe and resto Tuna House di Manado cabang Karangria, Tikala dan Paniki

Jo, Jessica Chelsia (2021) Analisis pengaruh service quality, social enjoyment, cleanness, aesthetics, cost terhadap customer satisfaction dan customer loyalty pelanggan cafe and resto Tuna House di Manado cabang Karangria, Tikala dan Paniki. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Perkembangan industri makanan dan minuman masih menjadi salah satu penggerak perekonomian di Indonesia. Sektor industri makanan dan minuman memberikan kontribusi sebesar 2,03% pada tahun 2020 dimana saat itu seluruh negara terdampak Covid-19. Meski adanya Covid-19 sektor industri ini merupakan sektor yang sangat potensial untuk terus dipacu karena juga memberikan kontribusi signifikan bagi perekonomian negara sehingga dapat membuat negara bertahan dan tidak menimbulkan dampak krisis bagi negara Indonesia. Dapat dikatakan bahwa Café and Resto Tuna House juga ikut berperan dalam membangun perekenomian di Indonesia. Penelitian ini ditujukan untuk mengetahui bagaimana pengaruh service quality, social enjoyment, cleanness, aesthetics, cost, dan customer satisfaction terhadap customer loyalty. Manfaat yang diharapkan dari penelitian ini adalah menambah ilmu pengetahuan dalam bidang manajemen khususnya seberapa besar pengaruh dari customer satisfaction hingga dapat meningkatkan customer loyalty yang pada akhirnya akan meningkatkan pelanggan Café and Resto Tuna House di Manado. Penelitian ini menggunakan penelitian kausal. Metode di penelitian ini yang digunakan adalah metode kuantitatif dengan pengolahan datamenggunakan software SPSS. Pada pengumpulan data dilakukannya dengan cara menyebarkan kuesioner dengan jumlah 148 responden dengan karakteristik responden laki-laki dan perempuan yang berumur 18-60 tahun, yang berdomisili Manado, pernah mengkonsumsi makanan makanan dan minuman Cafe and Resto Tuna House di Manado cabang Karangria, Tikala dan Paniki secara langsung (dine in) minimal dua kali dalam satu tahun terakhir, serta membeli dan mencoba makanan seafood selain Cafe and Resto Tuna House Manado lainnya dalam tiga bulan terakhir. Hasil penelitian menunjukkan bahwa variabel service quality berpengaruh signifikan terhadap customer satisfaction dengan koefisien regresi sebesar 0,220; variabel cleanness berpengaruh signifikan terhadap customer satisfaction dengan koefisien regresi 0,170; variabel cost berpengaruh signifikan terhadap customer satisfaction dengan regresi 0,161; variabel aesthetics tidak berpengaruh signifikan terhadap customer satisfaction dengan koefisien regresi sebesar 0,148; variabel social enjoyment tidak berpengaruh signifikan terhadap customer satisfaction dengan koefisien regresi sebesar 0,072./The development of the food and beverage industry is still one of the drivers of the economy in Indonesia. The food and beverage industry sector contributed 2.03% in 2020 where at that time all countries contributed 2.03% in 2020 at which time all countries held Covid-19. Even though there is Covid-19, this industrial sector is a sector that has the potential to continue to grow because it also contributes significantly to the country's economy so that it can make the country survive and not cause a crisis impact for the Indonesian state. It can be said that the Café and Resto Tuna House also plays a role in developing the economy in Indonesia. This study aims to determine how the effect of service quality, social enjoyment, cleanness, aesthetics, cost, and customer satisfaction on customer loyalty. The expected benefit from this research is to increase knowledge in the field of management, especially how much influence customer satisfaction has so that it can increase customer loyalty which in turn will increase customers of Café and Resto Tuna House in Manado. This research uses causal research. The method in this study used is a quantitative method with data processing using SPSS software. Data collection was carried out by distributing questionnaires with a total of 148 respondents with the characteristics of male and female respondents aged 18-60 years, who lived in Manado, had consumed food and drink at the Cafe and Resto Tuna House in Manado, Karangria, Tikala and Paniki branches. dine in at least twice in the past year, as well as buying and trying seafood in addition to other Manado Tuna House Cafe and Resto in the last three months. The results showed that the service quality variable had a significant effect on customer satisfaction with a regression coefficient of 0.220; Cleanness variable has a significant effect on customer satisfaction with a regression coefficient of 0.170; the cost variable has a significant effect on customer satisfaction with a regression of 0.161; aesthetics variable has no significant effect on customer satisfaction with a regression coefficient of 0.148; social enjoyment variable has no significant effect on customer satisfaction with a regression coefficient of 0.072.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Jo, Jessica Chelsia02011180098jochika.arh@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorFe, Amelia0715128701amelia.fe@uph.edu
Thesis advisorSuryaputra, Ronald0720097804ronald.suryaputra@uph.edu
Uncontrolled Keywords: service quality; social enjoyment; cleanness; aesthetics; cost; customer satisfaction; customer loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management
Current > Faculty/School - UPH Surabaya > Business School > Management
Depositing User: Users 5523 not found.
Date Deposited: 30 Nov 2021 06:20
Last Modified: 08 Mar 2022 01:08
URI: http://repository.uph.edu/id/eprint/42935

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