THE IMPACT OF SERVICE QUALITY AND FOOD QUALITY: THE MODERATING ROLE OF ATMOSPHERICS OF KOREAN RESTAURANT ‘MYOUNG GA’ IN SURABAYA

Kurniawan, Evina and Widjaja, Fitri Novika and Setyawan, Andhy (2015) THE IMPACT OF SERVICE QUALITY AND FOOD QUALITY: THE MODERATING ROLE OF ATMOSPHERICS OF KOREAN RESTAURANT ‘MYOUNG GA’ IN SURABAYA. In: Proceeding 12th International Annual Symposium on Management, Makassar - South Sulawesi, Indonesia. Department of Management 13th-15th March 2015 Faculty of Business and Economics Universitas Surabaya, Surabaya. ISBN 978-979-99365-9-2

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Abstract

This research aims to examine the direct effect of service and food quality on customer satisfaction and loyalty, as well as the moderating role of atmosphere of ethnic Korean restaurant in Surabaya, the restaurant ‘Myoung Ga’. The data was primarily obtained from 130 respondents by using a set of questionnaires and employed the judgmental sampling technique. Respondents were people who’ve been going to 'Myoung Ga’ in the last six months, and have a minimum education of senior high school or equivalent. Futhermore, data was processed using Structural Equation Modeling (SEM), helped by AMOS 16 software. The results of this study indicate that service quality has a positive impact on customer satisfaction and loyalty, as well as food quality. While the atmosphere of restaurant moderates the relationship between service quality, food quality, and customer satisfaction significantly. It also moderates the relationship between service quality, food quality, and customer loyalty significantly.

Item Type: Book Section
Uncontrolled Keywords: service quality, food quality, satisfaction, loyalty, and atmosphere
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Eko Setiawan 194014
Date Deposited: 07 Jul 2015 04:42
Last Modified: 07 Jul 2015 04:42
URI: http://repository.ubaya.ac.id/id/eprint/24889

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