Tiffany, Agnes (2024) The influence of service quality and servicescape on customer revisit intention with customer delight as the intervening variable at Guang Wei Yuan Restaurant Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
In the highly competitive F&B industry landscape, business owners must
differentiate themselves by ensuring that consumers remember their restaurants.
This can be achieved through customer delight, creating memorable experiences
that exceed customer expectations. Especially nowadays, customers seek not only
good food but also memorable dining experiences, preferring restaurants that offer
enjoyable atmosphere and excellent service, which drive repeat visits.
The research investigate the influence of service quality (X1) and
servicescape (X2) on customer revisit intention (Y) with customer delight (Z) as
the intervening variable at Guang Wei Yuan Restaurant Medan. This research
employs a quantitative method, with data collected through a Google Forms
questionnaire. While the population is unknown, a minimal sample size of 97 was
determined using the Lemeshow formula, resulting in 100 responses collected
through purposive non-probability sampling.
The analysis was conducted using SmartPLS 4.0 software, and all
hypotheses presented in this research are accepted. The P-value of 0.006 for the
indirect effect of service quality (X1) on customer revisit intention (Y) through
customer delight (Z) indicates a significant influence and indirect-only mediation
(full mediation). However, the P-value of 0.001 for the indirect effect of
servicescape (X2) on customer revisit intention (Y) through customer delight (Z)
indicates a significant influence and complementary mediation (partial mediation).
The recommendations for Guang Wei Yuan Restaurant based on significant
results are to improve their service quality and servicescape to improve customer
delight, which in turn will also significantly influence customer revisit intention. / Dalam industri F&B yang sangat kompetitif, para pemilik bisnis perlu
membedakan diri agar konsumen dapat mengingat restoran mereka. Hal ini dapat
dicapai melalui kesenangan pelanggan, dengan menciptakan pengalaman yang
berkesan dan melebihi harapan pelanggan. Saat ini, pelanggan tidak hanya
mencari makanan yang lezat, tetapi juga pengalaman bersantap yang
menyenangkan; mereka lebih memilih restoran yang menawarkan suasana nyaman
dan pelayanan yang berkualitas, yang pada akhirnya mendorong kunjungan
berulang.
Penelitian ini bertujuan untuk menyelidiki pengaruh kualitas pelayanan
(X1) dan lingkungan layanan (X2) terhadap niat berkunjung kembali pelanggan
(Y) dengan kesenangan pelanggan (Z) sebagai variabel penghubung di Restoran
Guang Wei Yuan Medan. Penelitian ini menggunakan metode kuantitatif dengan
pengumpulan data melalui kuesioner Google Forms. Meskipun populasi tidak
diketahui, ukuran sampel minimum sebesar 97 ditentukan menggunakan rumus
Lemeshow, dengan total 100 responden yang diperoleh melalui metode purposive
sampling non-probabilitas.
Analisis dilakukan menggunakan perangkat lunak SmartPLS 4.0, dan
semua hipotesis yang diajukan dalam penelitian ini diterima. Nilai P sebesar 0,006
untuk pengaruh tidak langsung dari kualitas pelayanan (X1) terhadap niat
berkunjung kembali (Y) melalui kesenangan pelanggan (Z) menunjukkan adanya
pengaruh signifikan dan mediasi penuh. Namun, nilai P sebesar 0,001 untuk
pengaruh tidak langsung dari lingkungan layanan (X2) terhadap niat berkunjung
kembali (Y) melalui kesenangan pelanggan (Z) menunjukkan adanya pengaruh
signifikan dan mediasi parsial.
Berdasarkan hasil yang signifikan ini, direkomendasikan agar Restoran
Guang Wei Yuan meningkatkan kualitas pelayanan dan lingkungan layanan
mereka guna meningkatkan kesenangan pelanggan, yang dimana akan
mempenngaruhi niat berkunjung kembali secara signifikan.
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Tiffany, Agnes NIM03013210001 agnestiffany89@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Bukidz, Danny Philipe 0112128104 danny.bukidz@uph.edu |
Uncontrolled Keywords: | Customer delight; customer revisit intention; servicescape; service quality |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
Depositing User: | Agnes Tiffany |
Date Deposited: | 25 Feb 2025 10:32 |
Last Modified: | 25 Feb 2025 10:32 |
URI: | http://repository.uph.edu/id/eprint/67269 |