Analisis pengaruh service quality, food quality, perceive value terhadap behavior intention melalui customer satisfaction sour sally Surabaya

Tjahjono, Hendra (2013) Analisis pengaruh service quality, food quality, perceive value terhadap behavior intention melalui customer satisfaction sour sally Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Tujuan penelitian ini adalah untuk menganalisa dan membuktikan pengaruh service quality, food quality, perceive value terhadap behavior intention melalui customer satisfaction, dengan studi kasus Outlet Sour Sally di Surabaya. Sampel yang digunakan dalam penelitian ini adalah pelanggan Sour Sally yang pernah mengkonsumsi Sour Sally di tempat. Dengan karakteristik pria dan wanita yang tinggal di Surabaya, dan mengkonsumsi Sour Sally minimal 6 bulan terakhir. Jumlah sampel yang digunakan adalah 100 responden. Teknik pengumpulan data yang digunakan dalam penelitian ini adalah metode survey dengan menggunakan kuesioner. Model pengolahan data yang digunakan untuk menganalisis data adalah SPSS ver 16.0 Hasil pengolahan data berdasarkan Regresi sederhana menunjukan bahwa service quality, food quality, dan perceive value memiliki pengaruh yang positif dan signifikan terhadap customer satisfaction; customer satisfaction memiliki pengaruh yang positif dan signifikan terhadap behavior intention. Dari hasil analisis koefisien determinasi, customer satisfaction memiliki pengaruh 63,7% dalam terbentuknya behavior intention, sedangkan sisanya 36,3% dipengaruhi oleh variabel lain yang tidak dibahas dalam penelitian ini / The purpose of this study was to analyze and prove the influence of service quality, food quality, perceive value in behavior intention through customer satisfaction, with case studies Sour Sally outlets in Surabaya. The sample used in this study are the customers who have consumed Sally Sour Sour Sally in place. With the characteristics men and women who live in Surabaya, and consume product of Sour Sally at least 6 months. The number of samples used is 100 respondents. Data collection techniques used in this study is a survey method using questionnaires. Data processing model used to analyze the data is use SPSS ver 16.0. The results of data processing based on a simple regression shows that service quality, food quality, and perceive value has a positive and significant impact on customer satisfaction; customer satisfaction has a positive and significant influence on behavior intention. From the analysis of the coefficient of determination, customer satisfaction has a 63.7% influence in the formation of behavioral intention, while the remaining 36.3% is influenced by other variables that are not addressed in this study

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