Pengaruh food quality, service quality, atmosphere quality terhadap repurchase intention melalui customer satisfaction pada pelanggan one eighteenth coffee di Surabaya

Adianto, Limas (2018) Pengaruh food quality, service quality, atmosphere quality terhadap repurchase intention melalui customer satisfaction pada pelanggan one eighteenth coffee di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Pada saat ini pertumbuhan bisnis makanan di Jawa Timur khususnya di Surabaya mengalami perkembangan yang sangat pesat. Berdasarkan data BPS Jatim industry makanan dan minuman merupakan industry yang paling besar di Surabaya dan memiliki perkembangan yang paling tinggi secara nilai. Yang kedua adalah karena budaya masyarakat saat ini yang sudah berubah ke arah eksistesi melalui media social. Penelitian ini bertujuan untuk menganalisa pengaruh dari Food Quality, Service Quality, Atmosphere Quality terhadap Repurchase Intention pada One Eighteenth Coffee yang di mediasi oleh variabel Customer Satisfaction. Data ini di dapatkan pada 2017. Pengumpulan data dengan cara menyebar kuisioner. Jumlah responden dalam penelitian ini adalah 100 responden yang di gunakan sebagai sampel dalam penelitian ini dengan menggunakan non-probability sampling dengan metode snowball sampling. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik analisis multiple regression dan program SPSS 16. Hasil dari penelitian ini menunjukkan bahwa variabel Food Quality berpengaruh positif signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.339, Service Quality berpengaruh tidak signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.091, Atmospheric Quality berpengaruh positif signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.238, Food Quality berpengaruh positif signifikan terhadap Repurchase Intetion dengan koefisien regresi sebesar 0.506, Service Quality berpengaruh tidak signifikan terhadap Repurchase Intetion dengan koefisien regresi sebesar 0.040, Atmosphere Quality berpengaruh tidak signifikan terhadap Repurchase Intetion dengan koefisien regresi sebesar 0.021, Customer Quality berpengaruh positif signifikan terhadap Repurchase Intetion dengan koefisien regresi sebesar 0.193 / At this time business growth in East Java, especially in Surabaya, is experiencing very rapid development. Based on BPS data, East Java, the food and beverage industry is the largest industry in Surabaya and has the highest cost. What's wrong is that the current culture has changed towards existence through social media. This study aims to analyze the effect of food quality, service quality, atmosphere quality on the desire for repurchase in the eighteenth coffee which is mediated by the variable Customer Satisfaction. This data is produced in 2017. Data collection by distributing questionnaires. The number of respondents in this study were 100 respondents used as samples in this study by using non-probability sampling with the snowball sampling method. This study uses a quantitative approach with multiple regression analysis techniques and SPSS 16. The results of this study indicate that Food Quality has a significant positive effect on Customer Satisfaction with a regression coefficient of 0.339, Service Quality is not significant to Customer Satisfaction with a regression coefficient of 0.091, Atmospheric Quality significant positive effect on Customer Satisfaction with a regression coefficient of 0.238, Food Quality has a significant positive effect on Repurchase Intetion with a regression coefficient of 0.506, Service Quality is not significant to Repurchase Intetion with a regression coefficient of 0.040, Atmosphere Quality is insignificant to Repurchase Intetion with a regression coefficient of 0.021, Customer Quality has a significant positive effect on Repurchase Intetion with a regression coefficient of 0.193

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