“ANALISIS PENGARUH SERVICE QUALITY, FOOD QUALITY, PHYSICAL QUALITY TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION TERHADAP PELANGGAN PIZZA HUT DI TUNJUNGAN PLAZA SURABAYA”

Abstract

This research is aimed to find out how the influence of service quality, product / food quality, environmental quality, perceived value to customer satisfaction, and influence of customer satisfaction on intention to buy back to Pizza Hut consumer in Tunjungan Plaza Surabaya. The sample used in this research is that people who live in Surabaya city area have bought and consumed Pizza Hut products in Tunjungan Plaza Surabaya in the last three months, and aged between 17-65 years with the number of 120 respondents. For processing and analyzing data in this study, using SPSS 16.0 software as a data processing software. The result of analysis shows that service quality, product quality, environmental quality have positive and significant effect to customer satisfaction. In addition, customer satisfaction has a positive and significant effect on the intention to make repurchase. These empirical findings indicate that product quality has an effect on consumer satisfaction is higher than other variables, because it has a regression coefficient of 0.719. Quality of service has greater influence than environmental quality to consumer satisfaction of 0.703. Based on the results of these empirical findings, also indicated that the quality of the environment has an influence on consumer satisfaction of 0.702. In addition, customer satisfaction has the greatest influence on repurchase with a regression coefficient of 0.734.