PENGARUH SERVICE QUALITY DAN FOOD QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING; STUDI KASUS RESTORAN HAI DI LAO DI KALANGAN MAHASISWA UNIVERSITAS KRISTEN PETRA
(1) 
(*) Corresponding Author
Abstract
Keywords
Full Text:
PDFReferences
Abdullah, D., Hamir, N., Nor, N. M., Jayaraman, K., & Rostum, A. M. M. (2018). Food quality, service quality, price fairness and restaurant re-patronage intention: The mediating role of customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211–226. https://doi.org/10.6007/IJARBSS/v8-i17/5226
Ahad. (2020, November 29). Kemenprin bidik sektor industi tumbuh 3,95% tahun 2021. KEMENPRIN. https://kemenperin.go.id/artikel/22159/Kemenperin-Bidik-Sektor-Industri-Tumbuh-3,95-Tahun-2021
Akbar, M. M. (2014). A Causal Study on the Antecedents of Retail Shoppers ’ Repatronage Intention. 6(4), 8–21.
Bel, J. L. Le. (2006). The evolution of services marketing, hospitality marketing and building the constituency model for hospitality marketing.
Bisnis makanan-minuman diprediksi tumbuh 30% (August 11, 2020). WE Online. https://www.wartaekonomi.co.id/read299003/bisnis-makanan-minuman-diprediksi-tumbuh-30
Chaniotakis, I. E., & Lymperopoulos, C. (2009). Service quality effect on satisfaction and word of mouth in the health care industry. 19(2), 229–242. https://doi.org/10.1108/09604520910943206
Dadoa, J., Petrovicovaa, J. T., Cuzovicband, S., & Rajicc, T. (2012). AN EMPIRICAL EXAMINATION OF THE RELATIONSHIPS BETWEEN SERVICE QUALITY , SATISFACTION AND BEHAVIORAL INTENTIONS IN HIGHER EDUCATION SETTING. 7(2), 203–218. https://doi.org/10.5937/sjm.v7i2.1245
Dibawa oleh imigran, hidangan china beradaptasi dengan rasa lokal (2018, Oktober 9). detikFood. https://food.detik.com/info-kuliner/d-4249287/dibawa-oleh-imigran-hidangan-china-beradaptasi-dengan-rasa-lokal
Falk, T., & Hammerschmidt, M. (2010). The service quality-satisfaction link revisited : exploring asymmetries and dynamics. 288–302. https://doi.org/10.1007/s11747-009-0152-2
Hai Di Lao hot pot Indonesia, Jakarta (2019, November 26). Anakjajan. https://anakjajan.com/2019/11/26/hai-di-lao-hot-pot-indonesia-jakarta/
Hai Di Lao hotpot. (n.d). https://www.zomato.com/jakarta/haidilao-hot-pot-gandaria
Hai Di Lao Jakarta, hot pot dengan servis bintang lima (2019, November 27). Nibble. https://www.nibble.id/hai-di-lao-jakarta-hot-pot-dengan-servis-bintang-lima/
Hair, J.F., Jr., Bush, R.P., & Ortinau, D.J. (2004). Marketing Research: Within a Changing Information Enviromental, International Edition (2nd ed.), New York: McGraw-Hill.
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31–40. https://doi.org/10.18488/journal.1006/2016.6.2/1006.2.31.40
Harapan ekonomi RI, pertumbuhan industri makanan-minuman diprediksi tumbuh tinggi (September 21,2020). WE Online. https://www.wartaekonomi.co.id/read305107/harapan-ekonomi-ri-pertumbuhan-industri-makanan-minuman-diprediksi-tumbuh-tinggi
Jajan. (2019). Hai Di Lao hotpot Indonesia, Jakarta [Photograph]. https://anakjajan.com/2019/11/26/hai-di-lao-hot-pot-indonesia-jakarta/
Jamal, A., & Naser, K. (2006). FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN.
Kang, G., & James, J. (2016). Service quality dimensions : An examination of Gronroos ’ s service quality model Service quality dimensions : an examination of ¨ nroos ’ s service Gro quality model. August 2004. https://doi.org/10.1108/09604520410546806
Keillor, B. D., Hult, G. T. M., & Kandemir, D. (2004). A Study of the Service Encounter in Eight Countries. Journal of International Marketing, 12(1), 9–35. https://doi.org/10.1509/jimk.12.1.9.25649
Kenapa makanan China mudah diterima orang Indonesia (2019, Januari 28). Kompas.com. https://travel.kompas.com/read/2019/01/28/080600327/kenapa-makanan-china-mudah-diterima-orang-indonesia
Kuliner Surabaya (@kulinersby). (2021, 17 January). Pecinta hotpot pasti hepi banget pas tau @haidilao_indonesia buka disurabaya! [Photograph] Instagram. https://www.instagram.com/p/CKJNbHglmMa/?igshid=1i0j0bh9r5p25
Kuncoro, M. (2003). Metode riset untuk bisnis dan ekonomi. Jakarta: Balai Pustaka
Lam, S. K., Ahearne, M., Hu, Y., & Schillewaert, N. (2010). Resistance to brand switching when a radically new brand is introduced: A social identity theory perspective. Journal of Marketing, 74(6), 128-146, https://doi.org/10.1509/jmkg.74.6.128
Law, A. K. Y., Hui, Y. V., & Zhao, X. (2004). Modeling repurchase frequency and customer satisfaction for fast food outlets. International Journal of Quality and Reliability Management, 21(5), 545–563. https://doi.org/10.1108/02656710410536563
Liu, Y., & Jang, S. S. (2009). International Journal of Hospitality Management Perceptions of Chinese restaurants in the U . S .: What affects customer satisfaction and behavioral intentions ? International Journal of Hospitality Management, 28, 338–348.
Maruyama, G. M. (1998). “Chapter 8: Putting it All Together: Latent Variable Structural Equation Modeling”. In Basics of Structural Equation Modeling, 142-148, DOI: 10.1207/ S15328007SEM0701_08
Moghavvemi, S., Lee, S. T., & Lee, S. P. (2018). Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia. International Journal of Bank Marketing, 36(5), 908–930. https://doi.org/10.1108/IJBM-06-2017-0114
Namkung, Y., & Jang, S. (2007). DOES FOOD QUALITY REALLY MATTER IN RESTAURANTS ? ITS IMPACT ON CUSTOMER SATISFACTION AND. https://doi.org/10.1177/1096348007299924
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67–82. https://doi.org/10.1016/s0278-4319(98)00047-4
Pedhazur, E. (1982). Multiple regression in behavioral research. New York: Holt, Rinehart, & Winston.
Peri, C. (2006). The universe of food quality. 17, 3–8. https://doi.org/10.1016/j.foodqual.2005.03.002
Powpaka, S. (1996). The role of outcome quality as a determinant of overall service quality in different categories of services industries: An empirical investigation. Journal of Services Marketing, 10(2), 5–25. https://doi.org/10.1108/08876049610114230
Ryu, K., Han, H., & Jang, S. S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416–432. https://doi.org/10.1108/09596111011035981
Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3–11. https://doi.org/10.1108/08876040610646536
Slack, N. (2020). The e ff ect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. https://doi.org/10.1108/IJQSS-10-2019-0114
Sugiyono. (2007). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Umar, H. (2003). Studi Kelayakan Bisnis, Jakarta: Gramedia Pustaka Utama.
Van Rijswijk, W., & Frewer, L. J. (2008). Consumer perceptions of food quality and safety and their relation to traceability. British Food Journal, 110(10), 1034–1046. https://doi.org/10.1108/00070700810906642
Varghese, R., Om, H., Ray, P., & Babu, A. K. (2019). Food quality traceability prototype for restaurants using blockchain and food quality data index. Journal of Cleaner Production, 240, 118021. https://doi.org/10.1016/j.jclepro.2019.118021
Wakefield, K. L., & Blodgett, J. G. (1999). Customer Response to Service Factors. 16(January 1999), 51–68.
Wijaya, Tony. (2009). Analisis Structural Equation Modeling Menggunakan AMOS. Jogjakarta: Universitas Atmajaya Jogjakarta
Wirtz, J. (2020). Services Marketing: People, Technology, Strategy, 7th edition (Issue January 2011).
Zeithaml, V. A., & Berry, L. L. (1985). The Nature and Determinants of Customer Expectations of Service.
Zikmund, W.G. (2003). Business Research Methods. (7th ed.), Thomson South Western, Ohio: Cengage Learning EMEA
Refbacks
- There are currently no refbacks.