The influence of lifestyle, physical environment, and menu variety on customer loyalty through customer satisfaction on PT Sushi Tei Indonesia (case study on Sushi Tei at Delipark Medan customer)

Adrian, Adrian (2022) The influence of lifestyle, physical environment, and menu variety on customer loyalty through customer satisfaction on PT Sushi Tei Indonesia (case study on Sushi Tei at Delipark Medan customer). Bachelor thesis, Universitas Pelita Harapan.

Preview	Text (Title) Title.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (32kB) | Preview
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (370kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (6MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)

Abstract

With the increase in the number of food and beverage industries, this will certainly grow competitors who can compete. Many new competitors are opening food-themed restaurants from outside. This is also reinforced by the condition of Indonesian trends after the Covid-19 pandemic which has made Indonesian lifestyles follow and even adopting a foreigner's lifestyle. With the emergence of new restaurants and cafes that present a physical environment and new menus that adapt to the latest trends, this has made Sushi Tei experience a decline in terms of being the top of mind of the public and a decrease in the level of repurchase intention of customers. Therefore, the researcher is interested in researching PT Sushi Tei Indonesia to find out how lifestyle, physical environment, and menu variety can influence customer loyalty through customer satisfaction on PT Sushi Tei Indonesia. The purpose of this study was to determine the influence Lifestyle, Physical Environment, and Menu Variety towards Customer Loyalty through Customer Satisfaction at PT Sushi Tei Indonesia. This study is causal research. The method used is quantitative methods of processing the data using Structural Equation Model (SEM) with AMOS. Data was collected by distributing questionnaires to 100 respondents with the characteristics of male and female respondents aged 18-60 years, have visited Sushi Tei Delipark twice in the last six months. The results of this research shows that Lifestyle has a positive but not significant effect to Customer Satisfaction with the regression coefficient value of 0.033; Physical Environment has a positive and significant effect to Customer Satisfaction with the regression coefficient value of 0.272; Menu Variety has a positive and significant effect to Customer Satisfaction with the regression coefficient value of 0.62; Lifestyle has a positive but not significant effect to Customer Loyalty with the regression coefficient value of 0.031; Physical Environment has a positive but not significant effect to Customer Loyalty with the regression coefficient value of 0.009; Menu Variety has a positive and significant effect to Customer Loyalty with the regression coefficient value of 0.516; Customer Satisfaction has a positive and significant effect to Customer Loyalty with the regression coefficient value of 0.359. / Dengan bertambahnya jumlah industri makanan dan minuman, hal ini tentunya akan menumbuhkan pesaing yang dapat bersaing. Banyak pesaing baru yang membuka restoran bertema makanan dari luar. Hal ini juga diperkuat dengan kondisi trend Indonesia pasca pandemi Covid-19 yang membuat gaya hidup masyarakat Indonesia mengikuti bahkan mengadopsi gaya hidup orang asing. Dengan munculnya restoran dan kafe baru yang menghadirkan lingkungan fisik dan menu baru yang menyesuaikan dengan tren terkini, hal ini membuat Sushi Tei mengalami penurunan dalam hal menjadi top of mind masyarakat dan penurunan tingkat pembelian kembali pelanggan. Oleh karena itu peneliti tertarik untuk meneliti PT Sushi Tei Indonesia untuk mengetahui bagaimana gaya hidup, lingkungan fisik, dan variasi menu dapat mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan pada PT Sushi Tei Indonesia. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Gaya Hidup, Lingkungan Fisik, dan Variasi Menu terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan pada PT Sushi Tei Indonesia. Penelitian ini merupakan penelitian kausal. Metode yang digunakan adalah metode kuantitatif yang pengolahan datanya menggunakan Structural Equation Model (SEM) dengan AMOS. Pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 100 responden dengan karakteristik responden pria dan wanita berusia 18-60 tahun, pernah mengunjungi Sushi Tei Delipark sebanyak dua kali dalam enam bulan terakhir. Hasil penelitian ini menunjukkan bahwa Gaya Hidup berpengaruh positif tetapi tidak signifikan terhadap Kepuasan Pelanggan dengan nilai koefisien regresi sebesar 0,033; Lingkungan Fisik berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan dengan nilai koefisien regresi sebesar 0,272; Variasi Menu berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan dengan nilai koefisien regresi sebesar 0,62; Gaya Hidup berpengaruh positif namun tidak signifikan terhadap Loyalitas Pelanggan dengan nilai koefisien regresi sebesar 0,031; Lingkungan Fisik berpengaruh positif tetapi tidak signifikan terhadap Loyalitas Pelanggan dengan nilai koefisien regresi sebesar 0,009; Variasi Menu berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan dengan nilai koefisien regresi sebesar 0,516; Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan dengan nilai koefisien regresi sebesar 0,359.

Actions (login required)

View Item