Andrea, Angeline (2023) Analisis faktor service quality, food quality, atmospherics, other customers, price, terhadap revisit intention melalui customer satisfaction, variety seeking tendency, restaurant reputation, trust pada konsumen gildak di Surabaya. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Adanya Covid-19 membuat industri makanan dan minuman di Indonesia
menurun drastis. Pada akhir tahun 2021, Indonesia dihebohkan dengan adanya
varian baru Covid-19. Penambahan kasus baru positif di Indonesia menjadi
4.414.438 pada bulan februari. Industri makanan dan minuman sangat terhambat
dan pendapatan pada tahun itu menurun sekitar 19%. Seiring berjalannya waktu
banyak budaya asing masuk salah satunya yang paling populer adalah budaya korea
dalam industri makanan dan minuman contohnya Korean street food. Objek yang
akan dipakai adalah Gildak.
Dalam penelitan ini akan membahas tentang pengaruh Service Quality, Food
Quality, Atmospheircs, Other Customers, Preceived Value atau Price, Restaurant
Reputation, Variety Seeking Tendency terhadap Revisit Intention melalui Customer
Satisfaction dan Trust. Penelitian ini dilakukan untuk membuktikan apakah
variabel-variabel tersebut berpengaruh terhadap Revisit Intention pada pelanggan
Gildak di Surabaya.
Penelitian ini menggunakan metode kuantitatif software AMOS 22.0 untuk
pengolahan data dari responden sebanyak 210 orang yang merupakan konsumen
yang dikumpulkan menggunakan teknik Snowball Sampling dengan karakteristik
berdomisili di Surabaya, berusia 18-60 tahun, dan pernah melakukan pembelian di
Gildak Tunjungan Surabaya dalam kurun waktu 6 bulan.
Pada penelitian ini terdapat hasil bahwa variabel yang berpengaruh positif
signifikan terhadap Customer Satisfaction adalah Service Quality, Food Quality,
Other Customers, dan tidak berpegaruh signifikan yaitu Atmospherics dan Price.
Sedangkan Customer Satisfaction dan Trust berpengaruh positif signifikan dan yang
tidak berpengaruh signifikan yaitu Restaurant Reputation terhadap Revisit
Intention, Variety Seeking Tendency terhadap Revisit Intention, Trust terhadap
Revisit Intention. / The existence of Covid-19 has made the food and beverage industry in
Indonesia decline drastically. At the end of 2021, Indonesia was shocked by the
presence of a new variant of Covid-19. The addition of new positive cases in
Indonesia became 4,414,438 in February. The food and beverage industry was
severely hampered and revenue for the year decreased by about 19% compared to
the previous year. Over time, many foreign cultures have entered. One of the most
popular is Korean culture in the food and beverage industry, for example Korean
street food. The object to be used is Gildak.
This research will discuss the influence of Service Quality, Food Quality,
Atmospheric, Other Customers, Preceived Value or Price, Restaurant Reputation,
Variety Seeking Tendency on Revisit Intention through Customer Satisfaction and
Trust. This study was conducted to prove whether these variables affect the revisit
intention of Gildak customers in Surabaya.
This study uses the quantitative method of AMOS 22.0 software for data
processing from respondents as many as 210 people who are consumers who are
collected using the Snowball Sampling technique with the characteristics of
domiciled in Surabaya, aged 18-60 years, and have made purchases at Gildak
Tunjungan Surabaya within 6 months.
In this study there are results that the variables have a significant positive
effect on Customer Satisfaction are Service Quality, Food Quality, Other
Customers, and have no significant effect, namely Atmospherics and Price. While
Customer Satisfaction and Trust have a significant positive effect and those that do
not have a significant effect are Restaurant Reputation on Revisit Intention, Variety
Seeking Tendency on Revisit Intention, Trust on Revisit Intention.
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Andrea, Angeline 02011190037 angelinekristika06@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Surya Putra, Ronald 0720097804 UNSPECIFIED Thesis advisor Amelia, Amelia 0715128701 UNSPECIFIED |
Uncontrolled Keywords: | service quality; food quality; atmospherics; other customers price; restaurant reputation; variety seeking tendency; customer satisfaction trust; revisit intention |
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 6002 not found. |
Date Deposited: | 16 Jan 2023 09:08 |
Last Modified: | 16 Jan 2023 09:08 |
URI: | http://repository.uph.edu/id/eprint/52563 |