Analisis pengaruh faktor food quality, service quality, dan restaurant environment,terhadap revisit invention melalui customer satisfaction pada pelanggan kfc ahmad yani di Surabaya

Laude, Kevin (2017) Analisis pengaruh faktor food quality, service quality, dan restaurant environment,terhadap revisit invention melalui customer satisfaction pada pelanggan kfc ahmad yani di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Fast food pada awalnya lahir di Amerika serikat. Pada saat itu Amerika memasuki era industri yang menyebabkan masyarakat tidak memiliki waktu yang cukup untuk beristirahat, dan ditambah dengan waktu kerja yang banyak. Banyak wanita juga pada saat itu mulai bekerja, dan mengakibatkan banyak wanita diluar rumah dan meninggalkan pekerjaan rumah seperti memasak. Hal tesebut yang mendorong industri makanan Amerika menciptakan fast food. Fast food sendiri telah menjadi salah satu bagian dari perubahan sosial masyarakat. Benjamin Franklin menciptakan istilah, “Time is Money” dan ini telah diterapkan untuk berbagai aspek kehidupan. Ini menjadi awal yang mendorong pertumbuhan industri Fast food hingga menyebar ke seluruh penjuru dunia. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Food Quality, Service Quality, Restaurants Environment, melalui Customer Satisfaction terhadap Revisit Intention. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar pengaruh customer satisfaction sehingga meningkatkan revisit intention yang pada akhirnya akan meningkatkan pembelian aktual dari restoran KFC. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 205 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, mengetahui KFC dan pernah melakukan pembelian di KFC dalam kurun 2 kali dalam 3 bulan terakhir. Hasil penelitian ini menunjukkan empat hipotesis yang diajukan pada penelitian ini. Hasil tersebut dapat dijabarkan sebagai berikut, variabel Food Quality berpengaruh signifikan terhadap Customer Satisfaction dengan koefisien regresi sebesar 0.606 dan C.R. sebesar 5.364; variabel Service quality berpengaruh signifikan terhadap Customer satisfaction dengan koefisien regresi sebesar 0.539 dan C.R. sebesar 5.060; variabel Restaurant enviroment berpengaruh signifikan terhadap Customer satisfaction dengan koefisien regresi sebesar 0.392 dan C.R. sebesar 3.672; variabel Customer satisfaction berpengaruh signifikan terhadap Revisit intention dengan koefisien regresi sebesar 0.565 dan C.R. sebesar 4.220 / Fast food was originally born in the United States. At that time America entered the industrial era which caused people to not have enough time to rest, and added a lot of work time. Many women at that time also started working, and resulted in many women outside the home and leaving homework like cooking. This is what drives the American food industry to create fast food. Fast food itself has become a part of society's social change. Benjamin Franklin coined the term, "Time is Money" and this has been applied to various aspects of life. This is the beginning of the growth of the fast food industry to spread throughout the world. This study aims to determine how the influence of Food Quality, Service Quality, Restaurants Environment, through Customer Satisfaction on Revisit Intention. The expected benefit of this research is to add to the repertoire of knowledge in the field of management, especially how much the influence of customer satisfaction is to increase the revisit intention which in turn will increase the actual purchase of KFC restaurants. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection was done by distributing questionnaires to 205 respondents with the characteristics of male respondents and women aged 18-60 years, knowing KFC and having made purchases at KFC within 2 times in the last 3 months. The results of this study indicate four hypotheses proposed in this study. These results can be described as follows, Food Quality variables have a significant effect on Customer Satisfaction with a regression coefficient of 0.606 and C.R. in the amount of 5.364; Service quality variables have a significant effect on Customer satisfaction with a regression coefficient of 0.539 and C.R. amounting to 5,060; Restaurant enviroment variables have a significant effect on Customer satisfaction with a regression coefficient of 0.392 and C.R. amounting to 3,672; Customer satisfaction variables have a significant effect on Revisit intention with regression coefficients of 0.565 and C.R. amounting to 4,220

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