PENGARUH KUALITAS MAKANAN, HIGIENITAS DAN KUALITAS LAYANAN TERHADAP MINAT PEMBELIAN ULANG MELALUI KEPUASAN KONSUMEN SEBAGAI MEDIATOR DI RESTORAN DAPUR TERBUKA DI SURABAYA

Nancy Cassia Sukmana, Varel Jadmika Chandra, Hanjaya Siaputra

Abstract


Abstrak: Penelitian ini dilakukan untuk mengetahui pengaruh kualitas makanan, higienitas dan kualitas pelayanan terhadap minat pembelian ulang melalui kepuasan pelanggan sebagai mediator di restoran dapur terbuka di Surabaya. Teknik analisis data yang digunakan dalam penelitian kuantitatif ini adalah Partial Least Square (PLS). Penelitian ini melibatkan 132 responden yang pernah mengunjungi dan makan di restoran dapur terbuka di pusat perbelanjaan di kota Surabaya. Hasil penelitian ini menunjukan bahwa kualitas makanan dan kualitas pelayanan berpengaruh secara tidak signifikan terhadap kepuasan pelanggan, namun higienitas berpengaruh secara signifikan terhadap kepuasan pelanggan, serta kepuasan pelanggan berpengaruh secara signifikan terhadap minat pembelian ulang.
Kata Kunci: Dapur terbuka, kualitas makanan, higienitas, kualitas pelayanan, kepuasan pelanggan, minat pembelian ulang
Abstract: This study is accomplished to reveal the effect of food quality, hygiene and service quality on repurchase intention through customer satisfaction as a mediator in open kitchen restaurant at mall in Surabaya. Data analysis technique used in this quantitative study is Partial Least Square (PLS). This study involved 132 respondent who had visit and eat in open kitchen restaurant at Surabaya mall. The result of this study indicate that food quality and service quality has no significant effect on customer satisfaction, but hygiene has a significant effect on customer satisfaction, and customer satisfaction has a significant effect on customer repurchase intention.
Keywords: Open kitchen, food quality, hygiene, service quality, customer satisfaction, repurchase intention.


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