Analisis Pengaruh Interaction Quality, Physical Environment Quality, Outcome Quality Terhadap Customer Satisfaction Serta Dampaknya Terhadap Behavioral Intention Pada Pelanggan Starbucks di Surabaya

Abstract

At the moment, the industry that being thrived in Indonesia is the culinary industry, one of which is a coffee shop. To be able to survive in business competition, Coffee Shop need to improve Behavioral Intention on the customer. This research indicated to analyze the influence of variables Interaction Quality, Physical Environment Quality, and Outcome Quality towards Customer Satisfaction as well as their impact on Behavioral Intention on the customers of “Starbucks” Coffee Shop in Surabaya. The sample used in this research i.e., the men and women who live in the Surabaya city that make transaction at Starbucks Surabaya twice in the last 3 months, knowing another coffee shop, aged 18-60 years old, and there are 150 respondents. For processing and analyzing data in this study using SPSS as the software to manage the overall data. The results of the analysis showed that the Statistical Product and Service Solutions (SPSS) software with 22.0 edition as software to process the data. The results of simple regression showed that coefficient values of Customer Satisfaction towards Behavioral Intention is 0,816 as well as Customer Satisfaction have a positive and significant effect to Behavioral Intention. On the multiple regression showed that, the relationship between Outcome Quality towards Customer Satisfaction has the highest coefficient of regression that is 0,440 also Outcome Quality have a positive and significant effect to Customer Satisfaction, the relationship between Interaction Quality towards Customer Satisfaction has the second highest coefficient of regression that is 0,358 also Interaction Quality have a positive and significant effect to Customer Satisfaction, the relationship between Physical Environment Quality towards Customer Satisfaction has the lowest coefficient of regression that is 0,145 also Physical Environment Quality have a positive and significant effect to Customer Satisfaction