PENGARUH PERCEIVED WAITING TIME DAN SATISFACTION WITH WAITING ENVIRONMENT TERHADAP SERVICE SATISFACTION DI RESTORAN X SURABAYA

Olivia Redjo(1*), Abigail Anggraini Susilo(2), Monika Kristanti(3),


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

Abstract


Penelitian ini dilakukan untuk mengetahui pengaruh perceived waiting time dan satisfaction with waiting environment terhadap waiting time satisfaction dan service satisfaction di restoran X di Surabaya. Teknik analisa yang digunakan dalam penelitian ini adalah analisa deskriptif dengan metode Partial Least Square. Hasil penelitian menunjukkan bahwa adanya pengaruh yang positif dan signifikan dari perceived waiting time ke waiting time satisfaction serta waiting time satisfaction ke service satisfaction dan pengaruh positif namun tidak signifikan dari satisfaction with waiting environment ke waiting time satisfaction serta satisfaction with waiting environment ke service satisfaction. Selain itu ditemukan juga pengaruh negatif yang tidak signifikan dari perceived waiting time ke service satisfaction.

Keywords


Waiting Time, Satisfaction with Waiting Environment, Waiting Time Satisfaction, Service Satisfaction.

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References


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