Kosasi, Evan Pratama (2017) Pengaruh Servicescape, Service Ecounter, Perceived Congruency Terhadap Emosi dan Kepuasan Pelanggan Pada Restoran Etnik Dream of Kahyangan di Surabaya. [Undergraduate thesis]
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Abstract
This studyaimed toidentify and analyse the impact of Servicescape, Service Encounter, Perceived Congruency on customer’s emotions and satisfaction. The object is Dream of Kahyangan Restaurant at Surabayabecause it’s rank 29 from 1280 restaurants at Surabaya (Trip Advisor). The data used in research is primary data obtained from questionnaires. Respondent in this study were 150 respondents who’ve beento Dream of Kahyangan Restaurant at Surabaya. The sampling technique of this study was non-probability sampling. This study uses a quantitative approach through statistical analysis. Tests conducted using Multiple Regression Linier Test using SPSS 16 for windows. The results of this study indicate that Servicescape andService Encounterare positively related to Pleasure ; Servicescape and Service Encounter are positively related to Arousal , Perceived Congruency ispositively related to Pleasure ; Perceived Congruency is positively related to Arousal ; Servicescape, Service Encounter, Pleasure, Arousal are positively related to Satisfaction ; the interactive effect of Perceived Congruency and Pleasure is positively related to Satisfaction ; the interactive effect of PerceivedCongruency and Arousal is positively related to Satisfaction.
| Item Type: | Undergraduate thesis |
|---|---|
| Uncontrolled Keywords: | Servicescape, Service Encounter, Pleasure, Arousal, Satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Masyhur 196042 |
| Date Deposited: | 12 Jan 2018 03:16 |
| Last Modified: | 12 Jan 2018 03:16 |
| URI: | http://repository.ubaya.ac.id/id/eprint/31484 |
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