SUDIRO, RICO SETIAWAN (2016) Pengaruh Quality Of Physical Environment, Food Quality dan Service Terhadap Restaurant Image, Customer Perceived Value, Customer Satisfaction dan Behavioral Intentions Pada Hach, Hachi Bistro di Surabaya. Masters thesis, University of Surabaya.
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Abstract
The purpose of the research is to analyze the influence of the quality of service in the restaurant industry (quality of physical environment, food quality and service quality) on the restaurant image, customer perceived value, customer satisfaction and behavioral intentions in Hachi-Hachi Bistro in Surabaya. This research is a causal study using a causal explanation approach. The research is conducted using quantitative methods by distributing questionnaires directly to Hachi-Hachi Bistro customers in Surabaya with the criteria of at least 2 visits and dine-in visits in the restaurant from October 2015 to March 2016. There are 200 respondent samples used in this research. The data processing method uses SPSS software to perform pre-test and Lisrel to conduct normality test, confirmatory factor analysis (CFA) test, structural model and structural model respesification to obtain the good value criteria of goodness of fit. Based on the findings in this research, there is a difference from the previous research by Ryu et al, 2012. The previous research takes the research object, respondent characteristics, the number of respondents and the different research time. In this research, it is found that physical environment quality affects the restaurant image, food quality affects the restaurant image, service quality affects the restaurant image, physical environment quality does not affect the customer perceived value, food quality affects the customer perceived value, service quality affects the customer perceived value, restaurant image affects the customer perceived value, restaurant image affects the customer satisfaction, customer perceived value affects the customer satisfaction and customer satisfaction affects the behavioral intentions so one research hypothesis is not accepted or does not affect (partially accepted) on physical environment quality toward customer perceived value.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | quality of psysical environment, food quality |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Postgraduate Programs > Master Program in Management |
| Depositing User: | Eko Wahyudi 197013 |
| Date Deposited: | 08 May 2017 08:21 |
| Last Modified: | 08 May 2017 08:21 |
| URI: | http://repository.ubaya.ac.id/id/eprint/29790 |
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