Analisis pengaruh food quality, price, location and environment, service quality, customer satisfaction terhadap customer loyalty pada pelanggan sushi tei Pakuwon Mall di Surabaya

Alexanders, Steven (2021) Analisis pengaruh food quality, price, location and environment, service quality, customer satisfaction terhadap customer loyalty pada pelanggan sushi tei Pakuwon Mall di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Dalam menjaga dan meningkatkan sektor industri makanan dan minuman. Ada beberapa cara penting yang dilakukan oleh kemenperin untuk menjaga tren di industri makanan dan minuman yaitu dengan mendorong adanya bahan baku untuk mencukupi kebutuhan manufaktur. Ditengah pandemic Covid-19 industri makanan dan minuman memiliki permintaan yang cukup tinggi, hal ini dikarenakan kebutuhan masyarakat akan makanan dan minuman untuk menjaga daya tahan tubuh. PT Sushi Tei Indonesia pertama kali dibuka pada tahun 2003 di kota Jakarta, dimana Sushi Tei telah membuka gerai di beberapa kota besar seperti di Bandung, Surabaya, Medan, Bali, Makassar, Yogyakarta, Pekanbaru, Batam, dan Palembang. Pada penelitian ini memiliki tujuan menganalisis bagaimana pengaruh Food Quality, Price, Location and Environment dan Service Quality terhadap Customer Loyalty melalui Customer Satisfaction. Dan penelitian ini mengharapkan dapat memberikan manfaat dalam bidang manajemen, terutama seberapa besar pengaruh yang dimiliki Customer Satisfaction dalam meningkatkan Customer Loyalty yang pada akhirnya dapat meningkatkan proses pembelian kembali restoran Sushi Tei Pakuwon Mall di Surabaya. Penelitian kausal dan metode kuantitatif akan digunakan dalam penelitian ini dengan melakukan pengolahan data pada aplikasi AMOS versi 22.0. Data akan dikumpulkan dengan melakukan pengedaran kuesioner terhadap 150 responden dengan karakteristik pria dan wanita berusia 18 - 60 tahun, bertempat tinggal di Surabaya, serta minimal pernah melakukan pembelian dan konsumsi di tempat minimal 2 kali dalam kurun waktu 2 tahun terakhir di gerai Sushi Tei Pakuwon Mall di Surabaya. Pada penelitian ini hasil menunjukan bahwa variabel yang berpengaruh positif signifikan terhadap Customer Satisfaction adalah Food Quality, Price, Location and Environment dan Service Quality. Kemudian Customer Satisfaction berpengaruh positif signifikan terhadap Customer Loyalty. Kata kunci: Food Quality, Price, Location and Environment dan Service Quality / In maintaining and improving the food and beverage industry sector. There are several important ways that the Ministry of Industry can take to maintain trends in the food and beverage industry, namely by encouraging the availability of raw materials to meet manufacturing needs. In the midst of the Covid-19 pandemic, the food and beverage industry has a fairly high demand, this is due to the community's need for food and beverages to maintain body resistance. PT Sushi Tei Indonesia was first opened in 2003 in the city of Jakarta, where Sushi Tei has opened outlets in several major cities such as in Bandung, Surabaya, Medan, Bali, Makassar, Yogyakarta, Pekanbaru, Batam, and Palembang. This study aims to analyze how the influence of Food Quality, Price, Location and Environment and Service Quality on Customer Loyalty through Customer Satisfaction. And this study hopes to provide benefits in the field of management, especially how much influence Customer Satisfaction has in increasing Customer Loyalty which in turn can improve the repurchase process of Sushi Tei Pakuwon Mall restaurant in Surabaya. Causal research and quantitative methods will be used in this study by processing data on the AMOS version 22.0 application. Data will be collected by distributing questionnaires to 150 respondents with male and female characteristics aged 18-60 years, residing in Surabaya, and at least having made purchases and consumption on the spot at least 2 times within the last 2 years at Sushi Tei Pakuwon Mall outlets. in Surabaya. In this study the results show that the variables that have a significant positive effect on Customer Satisfaction are Food Quality, Price, Location and Environment and Service Quality. Then Customer Satisfaction has a significant positive effect on Customer Loyalty. Keyword: Food Quality, Price, Location and Environment dan Service Quality

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Alexanders, Steven02011180019stevenalexanders51@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSuryaputra, Ronald20090026ronald.suryaputra@uph.edu
Uncontrolled Keywords: food quality; price; location and Environment; service quality
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 5260 not found.
Date Deposited: 30 Nov 2021 07:57
Last Modified: 22 Feb 2022 05:30
URI: http://repository.uph.edu/id/eprint/42989

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