“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.
Collections
Related items
Showing items related by title, author, creator and subject.
-
Analisis pengaruh technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, dan social support quality terhadap patient satisfaction dan behavioral intention penyintas covid-19 pada 13 Rumah Sakit Tipe B di Surabaya
Pangemanan, Belina Antoinete Nelly (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2021-08-27)Dalam satu negara, pembangunan dalam sektor kesehatan merupakan salah satu bagian dari pembangunan nasional yang krusial. Rumah Sakit merupakan salah satu industri pelayanan kesehatan dalam pembangunan sektor kesehatan ... -
Analisis pengaruh service quality dan experience quality terhadap customer loyalty melalui perceived value dan attitude pada pelanggan Djournal coffee di Surabaya
Carrayanta, Verren (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2020-09-14)Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Service quality dan Experience quality terhadap Customer loyalty melalui Perceived value dan Attitude. Manfaat yang diharapkan dari penelitian ini adalah seberapa ... -
Analisis pengaruh faktor-faktor yang mempengaruhi usefulness, user satisfaction, dan customer loyalty dari pelanggan Zalora Di Surabaya
Lala, Hilkia (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2020-09-14)Pertumbuhan industri E-commerce Indonesia sangatlah pesat karena beberapa hal, seperti kondisi ekonomi masyarakat kelas menengah ke atas dan adanya pergeseran pola penggunaan. Dapat dikatakan bahwa ZALORA adalah salah satu ...