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(1*), Varel Jadmika Chandra(2), Hanjaya Siaputra(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

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.


Full Text:

PDF

References


DAFTAR REFERENSI

Abubakari, S., Mohammed, K. A., & Iddrisu, I. N. (2019). Assessing the impact of sanitation on customer retention: A survey of restaurants in the Tamale Metropolis. Open Access Library Journal, 06(12), 1-18.

Almohaimmeed, B. M. A. (2017). Restaurant quality and customer satisfaction. International Review of Management and Marketing, 7(3), 42–49.

Al-Tit, A. A. (2015). The effect of service and kualitas makanan on customer satisfaction and hence customer retention. Asian Social Science, 11(23), 129–139.

Arlanda, R., & Suroso, A. (2018). The influence of food & beverage quality, kualitas pelayanan, place, and perceived price to customer satisfaction and repurchase intention. Journal Of Research In Management, 1(1), 28–37.

Baraban, R., Durocher, J. F. (2001) Successful restaurant design (2nd). New York: John Wiley & Sons Inc.

Baskoro, D. (2016, May 20). Ternyata ini alasan restoran pilih terapkan open kitchen. Retrieved March 20, 2020, from https://lifestyle.okezone.com/read/2016/05/20/298/1393739/ternyata-ini-alasan-restoran-pilih-terapkan-open-kitchen

Chin, W. (1995). Partial least square is to lisrel as principal components analysis is to common factor analysis. Technology Studies, 2, 315-319.

Elbeltagi, I., & Agag, G. (2016). E-retailing ethics and its impact on customer satisfaction and repurchase intention. Internet Research, 26(1), 288–310.

Fungai, M. (2017). Factors influencing customer repurchase intention in the fast food industry. A case study of Innscor Mutare, Zimbabwe. Business & Social Sciences Journal (BSSJ), 2(1), 120–141.

Hair, J. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). United States of America: SAGE, 26(2), 106-121.

Hidayat, K. S. (2019, April 1). 6 strategi efektif untuk hadapi persaingan bisnis kuliner. Retrieved March 21, 2020, from https://www.jurnal.id/id/blog/6-strategi-efektif-untuk-hadapi-persaingan-bisnis-kuliner/

Hill, N. & Alexander, J. (2006). Kepuasan pelanggan and loyalty measurement (3rd ed.). New York, USA: Routledge.

Kumar, S., & Bhatnagar, D. D. (2017). Factors affecting customer satisfaction of food and beverage outlets- a study of food and beverage outlets between Amritsar and Jalandhar. Journal Of Humanities And Social Science (IOSR-JHSS), 22(9), 65–71.

Kusumaputra, R. A. (2011, May 20). Open kitchen, siapa takut? Retrieved March 20, 2020, from https://properti.kompas.com/read/2011/05/20/14520366/open.kitchen.siapa.takut

Lee, B., Park, K., & Cho, J. (2011). A study on the effect of selection attributes on customer satisfaction and repurchase intention about HMR. The Korean Journal of Culinary Research, 17(2), 85-97.

Maisya, K. L., Rahmat, S. T. Y., & Rina, A. (2019). Influence of kualitas pelayanan and customer satisfaction on customer loyalty in restaurants of the Tangerang area. Russian Journal of Agricultural and Socio-Economic Sciences, 92(8), 142–147.

Media, B. L. (2010). CTH Food Higienitas, Health and Safety: Study Text. London, UK: BPP Learning Media.

Mensah, I., & Mensah, R. D. (2018). Effects of kualitas pelayanan and customer satisfaction on repurchase intention in restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36.

Qin, H., & Prybutok, V. R. (2009). Kualitas pelayanan, customer satisfaction, and behavioral intentions in fast‐food restaurants. International Journal of Quality and Service Sciences, 1(1), 78–95.

Rust, R. T., & Oliver, R. L. (1994). Kualitas pelayanan: New directions in theory and practice. Thousand Oaks, Cal.,: Sage.

Saglik, E., Gulluce, A. C., Kaya, U., & Ozhan, Ç. K. (2014). Kualitas pelayanan and customer satisfaction relationship: A research in Erzurum Ataturk University Refectory. American International Journal of Contemporary Research, 4(1), 100–117.

Schröder, M. J. (2011). Kualitas makanan and consumer value: Delivering food that satisfies. Berlin, NY: Springer.

Syarief, I. S. (2019, February 19). Industri makanan dan minuman jadi sektor juara. Retrieved March 21, 2020, from https://www.suarasurabaya.net/ekonomibisnis/2019/Industri-Makanan-dan-Minuman-Jadi-Sektor-Juara/

Tong, C., & Wong, A. (2014). The influences of corporate social responsibility to customer repurchases intentions, customer word-of-mouth intentions and customer perceived kualitas makanan of fast-food restaurants in Hong Kong and the mediating effects of corporate reputation. British Journal of Economics, Management & Trade, 4(11), 1655–1678.

Wijayanto. (2019, April 4). Konsumsi salad Greenly, puluhan orang keracunan dirawat di RS. Retrieved March 21, 2020, from https://radarsurabaya.jawapos.com/read/2019/04/04/129627/konsumsi-salad-greenly-puluhan-orang-keracunan-dirawat-di-rs


Refbacks

  • There are currently no refbacks.