PENGARUH SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (SURVEI PADA KONSUMEN GEPREK BENSU)

KEVIN NUGROHO RIOVALDY, . (2020) PENGARUH SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (SURVEI PADA KONSUMEN GEPREK BENSU). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh service quality terhadap customer satisfaction, untuk mengetahui pengaruh food quality terhadap customer satisfaction, untuk mengetahui pengaruh customer satisfaction terhadap customer loyalty, untuk mengetahui pengaruh service quality terhadap customer loyalty, untuk mengetahui pengaruh food quality terhadap customer loyalty, untuk mengetahui pengaruh service quality terhadap customer loyalty yang dimediasi oleh customer satisfaction, Untuk mengetahui pengaruh food quality terhadap customer loyalty yang dimediasi oleh customer satisfaction. Data yang digunakan merupakan data primer dengan instrumen kuesioner. Penelitian ini menggunakan jumlah sampel sebanyak 220 responden dengan kriteria setidaknya melakukan pembelian di Geprek Bensu minimal lebih dari 3 kali (>3x). Teknis analisis data menggunakan SPSS versi 23 dan SEM (Structural Equation Model) dari software AMOS versi 22. Hasil dari penelitian menunjukkan bahwa variabel service quality tidak berpengaruh terhadap customer satisfaction dan customer loyalty. Food quality berpengaruh terhadap customer satisfaction dan customer loyalty. Customer satisfaction berpengaruh terhadap customer loyalty dan berfungsi sebagai mediasi sempurna antara food quality dan customer loyalty. The purpose of this study was to determine the effect of service quality on customer satisfaction, to determine the effect of food quality on customer satisfaction, to determine the effect of customer satisfaction on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the effect of food quality on customers loyalty, to determine the effect of service quality on customer loyalty mediated by customer satisfaction, to determine the effect of food quality on customer loyalty mediated by customer satisfaction. The data used are primary data with questionnaire instruments. This study used a sample of 220 respondents with the criteria of at least making purchases at Geprek Bensu at least more than 3 times (> 3x). Technical analysis of data using SPSS version 23 and SEM (Structural Equation Model) from AMOS software version 22. The results of the study indicate that service quality variables have no effect on customer satisfaction and customer loyalty. Food quality affects customer satisfaction and customer loyalty. Customer satisfaction affects customer loyalty and serves as a perfect mediation between food quality and customer loyalty.

Item Type:	Thesis (Sarjana)
Additional Information:	Dra. Basrah Saidani, M.Si ; Ika Febrilia, SE., M.M.
Subjects:	Manajemen > Manajemen Pemasaran Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Manajemen
Depositing User:	Users 961 not found.
Date Deposited:	06 Mar 2020 17:05
Last Modified:	06 Mar 2020 17:05
URI:	http://repository.unj.ac.id/id/eprint/4729

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