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NIM (Student Number)C1K013026
Nama MahasiswaDEVI ATIKA SARI
Judul ArtikelTHE EFFECT OF SERVICE QUALITY, RESTAURANT ENVIRONMENT, AND PERCEIVED VALUE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY (Study on Red Chili Restaurant’s Customers in Purwokerto)
AbstrakPenelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas pelayanan, lingkungan restauran, nilai yang dirasakan terhadap kepuasan pelanggan dan loyalitas pelanggan di Restauran Red Chili, Purwokerto. Sampel dalam penelitian ini terdapat 102 responden yang telah menggunakan produk dan layanan di Restoran Red Chili, Purwokerto. Data dianalisis menggunakan analisis regresi untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan, lingkungan restoran, nilai yang dirasakan memiliki pengaruh positif terhadap kepuasan pelanggan. Kemudian, kepuasan pelanggan juga memiliki pengaruh positif terhadap loyalitas pelanggan, dan menyarankan kepada manajer Red Chili untuk lebih meningkatkan kualitas pelayanan terhadap pengunjung.
Abstrak (Inggris)The purpose this study to identify and analyze the effect of service quality, environment of restaurant and perceived value on customer satisfaction and customer loyalty in Red Chili Restaurant, Purwokerto. The sample in this study there were 102 respondents who have used product and service in Red Chili Restaurant, Purwokerto. Data was analyzed using regression analysis to test the research hypothesis. These results indicate that the service quality, environment of restaurant and perceived value have a positive effect on customer satisfaction. Then customer satisfaction also has a positive effect on customer loyalty, and suggested to the manager to further enhance the service quality to the visitors.
Kata KunciKeywords: Service Quality, Restaurant Environment, Perceived Value, Customer Satisfaction, Customer Loyalty
Nama Pembimbing 1Prof. Dr. Suliyanto, SE., MM
Nama Pembimbing 2Weni Novandari, SE., MM
Tahun2018
Jumlah Halaman11
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