The influence of customer satisfaction as an intervening between quality consistency, restaurant credibility, and menu variety on revisit intentions at Kwetiau Ateng Sumatera Branch, Medan

Elita, Elita (2025) The influence of customer satisfaction as an intervening between quality consistency, restaurant credibility, and menu variety on revisit intentions at Kwetiau Ateng Sumatera Branch, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Kwetiau Ateng is a restaurant with a famous main menu, Kwetiau. This research was conducted at Kwetiau Ateng Sumatera Branch to analyze the effect of customer satisfaction as an intervening between quality consistency, restaurant credibility, and menu variety on repeat visit intentions. Reliable and consistent service quality plays an important role in increasing customer satisfaction, while restaurant credibility is built on the consistency of good food and service. In addition, menu variety also contributes to higher customer satisfaction and directly contributes to customer intention to return. The research method in this study with quantitative and descriptive methods using causal studies was used to analyze a sample of 100 consumers from Kwetiau Ateng who were taken non-probability with convenience sampling. The questionnaire distribution has passed the validity and reliability tests. The data tested has also passed testing with the SEM-PLS model, namely the outer model and inner model tests on the whole are able to meet the criteria. The results showed that the three variables significantly influenced customer satisfaction, which in turn positively influenced revisit intentions, both directly and indirectly. Based on the findings, it is recommended that Kwetiau Ateng improve taste consistency through recipe standardization, kitchen staff training, and customer satisfaction. / Kwetiau Ateng merupakan restoran dengan menu utama yang terkenal yakni Kweetiau. Penelitian ini dilakukan di Kwetiau Ateng Cabang Sumatera untuk menganalisis pengaruh kepuasan pelanggan sebagai intervening antara konsistensi kualitas, kredibilitas restoran, dan variasi menu terhadap niat kunjungan ulang. Kualitas layanan yang handal dan konsisten memainkan peran penting dalam meningkatkan kepuasan pelanggan, sementara kredibilitas restoran dibangun dari konsistensi makanan dan layanan yang baik. Selain itu, variasi menu juga berkontribusi pada kepuasan pelanggan yang lebih tinggi dan secara langsung berkontribusi pada niat pelanggan untuk kembali. Metode penelitian dalam penelitian ini dengan metode kuantitatif dan deskriptif dengan menggunakan studi kausal digunakan untuk menganalisis sampel sebanyak 100 konsumen dari Kwetiau Ateng yang diambil secara non probability dengan convenience sampling. Penyebaran kuesioner yang dilakukan telah melewati uji validitas dan reliabilitas. Data yang diuji juga telah lolos pengujian dengan model SEM-PLS yakni uji outer model dan inner model pada keseluruhan mampu memenuhi kriteria. Hasil penelitian menunjukkan bahwa ketiga variabel tersebut secara signifikan mempengaruhi kepuasan pelanggan, yang pada gilirannya secara positif mempengaruhi niat berkunjung kembali, baik secara langsung maupun tidak langsung. Berdasarkan temuan, disarankan Kwetiau Ateng meningkatkan konsistensi rasa melalui standarisasi resep, pelatihan staf dapur, dan kontrol kualitas rutin. Menu sebaiknya lebih bervariasi dengan menambahkan hidangan musiman, promosi khusus, serta menampilkan menu rekomendasi. Selain itu, peningkatan kualitas layanan, program loyalitas, serta pengalaman makan yang nyaman dan menarik perlu diutamakan untuk meningkatkan kepuasan dan niat berkunjung ulang pelanggan.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Elita, Elita
NIM03013210022
elitaa1823@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Bukidz, Danny Philipe
NIDN0112128104
danny.bukidz@uph.edu
Uncontrolled Keywords: customer satisfaction; quality consistency; restaurant credibility; menu variety; revisit intention
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Depositing User: Elita Elita
Date Deposited: 21 Jul 2025 08:55
Last Modified: 21 Jul 2025 08:55
URI: http://repository.uph.edu/id/eprint/69907

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