PENGARUH KUALITAS PELAYANAN DAN ATMOSFER TOKO TERHADAP NIAT BERKUNJUNG KEMBALI YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi pada Restoran All You Can Eat)

TESSA MAUDY PRILIYAN, . (2020) PENGARUH KUALITAS PELAYANAN DAN ATMOSFER TOKO TERHADAP NIAT BERKUNJUNG KEMBALI YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi pada Restoran All You Can Eat). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan, pengaruh atmosfer toko terhadap kepuasan pelanggan, pengaruh kualitas pelayanan terhadap niat berkunjung kembali, pengaruh atmosfer toko terhadap niat berkunjung kembali, pengaruh kepuasan pelanggan terhadap niat berkunjung kembali, pengaruh kualitas pelayanan terhadap niat berkunjung kembali melalui kepuasan pelanggan sebagai intervening, pengaruh atmosfer terhadap niat berkunjung kembali melalui kepuasan pelanggan sebagai intervening, pada pelanggan yang sudah pernah mengkonsumsi makan di Restoran All You Can Eat. Metode pengumpulan data menggunakan metode survei dengan instrument berupa kuesioner. Objek penelitian ini adalah 200 responden konsumen yang sudah pernah mengkonsumsi makan di Restoran All You Can Eat minimal 2 kali dalam satu tahun. Analisis dara menggunakan SPSS versi 22 dan SEM (Structural Equation Model) dari paket statistik Lisrel versi 8.8 untuk mengolah data dan menganalisis data hasil penelitian. Hasil pengujian hipotesis menunjukan: 1) kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan. 2) atmosfer toko berpengaruh signifikan terhadap kepuasan pelanggan. 3) kualitas pelayanan berpengaruh signifikan terhadap niat berkunjung kembali. 4) atmosfer toko berpengaruh signifikan terhadap niat berkunjung kembali. 5) kepuasan pelanggan berpengaruh signifikan terhadap niat berkunjung kembali. 6) kualitas pelayanan berpengaruh signifikan terhadap niat berkunjung kembali melalui kepuasan pelanggan. 7) atmosfer toko berpengaruh signifikan terhadap niat berkunjung kembali melalui kepuasan pelanggan. The purpose of this study was determine the effect of service quality on customer satisfaction, the effect of store atmosphere on customer satisfaction, the effect of seevice quality on revisit intention, the effect of store atmosphere on revisit intention, the effect of customer satisfaction on revisit intetion, the effect of service quality on revisit intention with customer satisfaction as an intervening, the effect of store atmosphere on revisit intention with customer satisfaction as an intervening, to customers who have already consumption in Restaurant All You Can Eat. Methods of data collection using survey method with the instrument in the form of questionnaire. The object of this study were 200 respondent who have already consumption in Restaurant All You Can Eat minimal twice in one year. Data analysis using SPSS version 22 and SEM (Structural Equation Model) from LISREL software 8.8 statistic package to process and analyze data of research result. The result of hypothesis testing show: 1) service quality has a significant effect toward customer satisfaction, 2) store atmosphere has a significant effect toward customer satisfaction, 3) service quality has a significant toward revisit intention, 4) store atmosphere has a significant toward revisit intention, 5) customer satisfaction has a significant toward revisit intention, 6) service quality has a significant effect toward revisit intention with customer satisfaction as an intervening, 7) store atmosphere has a significant effect toward revisit intention with customer satisfaction as an intervening in Restaurant All You Can Eat.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Mohamad Rizan, SE., M.M. ; 2). Agung Kresnamurti Rivai P., ST, M.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 5289 not found.
Date Deposited:	02 Sep 2020 17:15
Last Modified:	02 Sep 2020 17:15
URI:	http://repository.unj.ac.id/id/eprint/9167

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