ANALISIS PENGARUH FAKTOR FOOD QUALITY,SERVICE QUALITY,PHSICAL ENVIROMENT,HYGIENIC AND CLEANLINESS,TERHADAP CUSTOMER SATISFACTION MELALUI FOOD AND BEVERAGE OUTLET PADA PELANGGAN X.O SUKI DI SURABAYA

Abstract

In the era of development, food is one of the primary needs of human life. Without the presence of food, humans cannot survive. In primitive times, humans ate something that was indeed edible and only processed very simply, but because of the development of the times, humans got a desire to get more food taste than the food they ate. Therefore, in food processing, humans make many innovations, such as finding spices, new food ingredients, and how to process them. Food quality, service quality, physical environment, hygiene and cleanliness, to customer satisfaction. The expected benefits of this study add to the repertoire of knowledge in the field of management will increase purchases from XO SUKI Surabaya. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection was done by collecting questionnaires to 150 respondents with the characteristics of male and female respondents aged 18-60 years, studying XO SUKI and having made purchases at SUKI XO in the last 3 months. The results of these studies can be published as follows, food quality variables have no significant effect on customer satisfaction with a regression coefficient of 0.377 and C.R of 1.199; Service quality variables have a significant effect on Customer satisfaction with a regression coefficient of 0.647 and C.R of 3.364; physical environment variables have a significant effect on Customer satisfaction with a regression coefficient of 0.563 and C.R of 2.653; hygiene hygiene variables have no significant effect on Customer satisfaction with a regression coefficient of 0.051 and C.R of 0.868; Variables that influence customer satisfaction are food quality, service quality, physical environment, hygiene hygiene. Based on the results of the regression coefficient there is a large amount of service quality to customer satisfaction of 0.647.