ANALISA PENGARUH SERVICE QUALITY, FOOD QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY KONSUMEN RESTAURANT BONCAFE MANYAR KERTOARJO SURABAYA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABLE INTERVENING

Kevin Hariyanto(1*),


(1) 
(*) Corresponding Author

Abstract


Perubahan Budaya dimana baik Pria maupun Wanita khususnya di Kota Besar yang Sibuk Bekerja. Hal ini menyebabkan berkembang pesatnya Bisnis makanan.Dengan mulai banyaknya Bisnis Makanan yang muncul, memberikan banyak pilihan untuk dikunjungi oleh Konsumen dan hal ini membuat persaingan bisnis makanan semakin ketat.Penelitian ini dilakukan untuk menganalisa pengaruh dari Variable Service Quality, Food Quality dan Perceived Value terhadap Customer Loyalty Konsumen Restaurant Boncafe Manyar Kertoarjo Surabaya dengan Customer Satisfaction sebagai Variable Intervening.Penelitian ini menggunakan Kuesioner yang disebar ke 100 Customer yang pernah mengunjungi Restaurant Boncafe  Manyar Kertoarjo Surabaya paling sedikit satu kali dalam tiga bulan terakhir yang melakukan pembayaran sendiri. Kuesioner dalam penelitian ini dibentuk menggunakan format kuesioner skala Likert. Penelitian ini menggunakan teknik analisa partial least square (PLS).

Keywords


Service Quality, Food Quality , Perceived Value , Customer Satisfaction, Customer Loyalty.

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References


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