Analisis pengaruh interaction quality, physical environment quality, experiential quality, dan experiential satisfaction terhadap experiential loyalty dari pelanggan restoran jamoo di Surabaya

Barus, Dea Enda Mia (2017) Analisis pengaruh interaction quality, physical environment quality, experiential quality, dan experiential satisfaction terhadap experiential loyalty dari pelanggan restoran jamoo di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Pada saat ini, bisnis pariwisata seperti restoran di Indonesia menunjukkan perkembangan yang cukup signifikan dari tahun ke tahun. Maka dari itu para penyedia jasa pariwisata harus terus berkembang agar dapat memenuhi kebutuhan pelanggan pada zaman yang terus maju ini. Restoran Jamoo Surabaya adalah salah satu perusahaan Restoran yang terus bertumbuh menjadi salah satu yang terbaik dalam bidang pariwisata dan gaya hidup konsumen menengah dan atas, yang menyediakan berbagai variasi kebutuhan jasa. Penelitian ini ditujukan untuk mengetahui dan menganalisa pengaruh variabel Interaction Quality,Physical Environment Quality, Experiential Quality, Experiential Satisfaction terhadap Experiential Loyalty dari pelanggan Restoran Jamoo di Surabaya. Sampel yang digunakan pada penelitian ini yaitu berdasarkan data dari 100 responden yang berjenis kelamin laki – laki dan perempuan, berdomisili di Surabaya, dengan batasan usia 18 – 60 tahun. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan SPSS sebagai software untuk mengolah data. Hasil analisis menunjukkan bahwa Statistical product and service solutions (SPSS) dengan software 22.0 sebagai softwere untuk mengolah data. Temuan empiris tersebut mengindikasikan bahwa pengaruh Experiential Satisfaction terhadap Experiential Loyalty memiliki koefisien regresi paling tinggi dengan nilai sebesar 0.533. Experiential Quality memiliki pengaruh terhadap Experiential Satisfaction dengan koefisien regresi sebesar 0.474. Physical Environment Quality memiliki pengaruh terhadap Experiential Quality dengan koefisien regresi sebesar 0.411. Interaction Quality memiliki pengaruh terhadap Experiential Quality dengan koefisien regresi sebesar 0.383 / At the present, tourism businesses such as restaurant in Indonesia show significant growth form year to year therefor tourism providers should continue to grow in order to meet the needs of customers in this advanced era Restaurant Jamoo Surabaya is one of the restaurant that continues grows to be one f the best in the field of tourism and lifestyle of middle and upper consumers, providing a variety of service needs. This research is aimed at knowing and analyzing Interaction Quality, Physical Environment Quality, Experiential Quality, Experiential Satisfaction, to Experiential Loyalty from Jamoo Restaurant customer in Surabaya the sample used in this research is based on data from 100 responden who have sex male and female domiciled in Surabaya, with age limit 18-60years for processing anf analyzing data in this research is by using SPSS as a software to process the data. Analysis result shows that SPSS with software 22.0 as software to process data. These empirical findings indicate that the effect of ice on Experiential Loyalty has the highest regression coefficient with a value of 0.533. Experiential Quality has an effect on ice with regression coefficient of 0.474. Physical Environment Quality has an effect on Experiential Quality with regression coefficient of 0.411. Interaction Quality has an effect on Experiential Quality with regression coefficient of o.383

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