Jupiter, Bintang (2019) Faktor-Faktor yang Mempengaruhi Customer Satisfaction dan Customer Recommendation pada Restoran Platter di Surabaya. [Undergraduate thesis]
Preview |
PDF
M_6256_Abstrak.pdf Download (196kB) | Preview |
Abstract
The purpose of this study is to determine and examine the influence of restaurant service and physical atmosphere on customer satisfaction and recommendations at platter restaurans in Surabaya. Besides that, this study also examines which factor is the most influential one. This study uses confirmatory factor analysis with structural equation modeling to examine and determine which effect can explain consumer’s satisfaction and their behavioral intention. This study found that restaurant service influences overall quality possitively. Other than that, physical atmosphere also overall quality possitively but with greater impact. Overall quality also has a significant positive effect on customer satisfaction and customer recommendation.
| Item Type: | Undergraduate thesis |
|---|---|
| Uncontrolled Keywords: | restaurant service, physical atmosphere, overall quality, customer satisfaction, customer recommendation |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Masyhur 196042 |
| Date Deposited: | 15 Jul 2019 08:00 |
| Last Modified: | 15 Jul 2019 08:00 |
| URI: | http://repository.ubaya.ac.id/id/eprint/35051 |
Actions (login required)
 |
View Item |
