dc.description.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. | en_US |