PENGARUH SERVICE QUALITY, FOOD QUALITY, PRICE FAIRNESS, PHYSICAL ENVIRONMENT, DAN BRAND IMAGE TERHADAP CUSTOMER’S DINING SATISFACTION DAN CUSTOMER LOYALTY: STUDI DI [RESTORAN JABODETABEK]
Abstract
Tujuan dari penelitian ini untuk menguji peran dari masing-masing variable yang dapat mempengaruhi kepuasan pelanggan dan loyalitas pelanggan di restoran. Penelitian ini menggunakan jenis penelitian kuantitatif sebagai landasan teori. Teknik pengambilan sample yang digunakan pada penelitian ini adalah purposive sampling. Peneliti menyebarkan kusioner online melalui google form dan menggunkan 104 responden untuk actual test dengan kriteria responden yang mengunungi restoran dalam kurun waktu 6 bulan terakhir dan responden yang berdomisili di wilayah Jabodetabek. Model analisis pada penelitian ini menggunakan PLS-SEM dengan aplikasi SmartPLS 4. Hasil Penelitian ini menyatakan bahwa; (1) service quality berpengaruh secara signifikan terhadap customer’s dining satisfaction, namun service quality tidak berpengaruh secara signifikan terhadap brand image. (2) food quality berpengaruh secara signifikan terhadap customer’s dining satisfaction, namun food quality tidak berpengaruh secara signifikan terhadap brand image. (3) price fairness tidak berpengaruh secara signifikan terhadap customer’s dining satisfaction dan brand image. (4) physical environment berpengaruh secara signifikan terhadap customer’s dining satisfaction dan brand image. (5) brand image tidak berpengaruh secara signifikan terhadap customer’s dining satisfaction. (6) customer’s dining satisfaction berpengaruh secara signifikan terhadap customer loyalty. (7) brand image berpengaruh secara signifikan terhadap customer loyalty.
Keywords
Full Text:
PDFReferences
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Bapenas. (2022). INDONESIA DAN DUNIA. 6(2).
Çetinsöz, B. C. (2019). Influence of Physical Environment on Customer Satisfaction and Loyalty in Upscale Restaurants. Journal of Tourism and Gastronomy Studies, 7(2), 700–716. https://doi.org/10.21325/jotags.2019.387
Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on customer satisfaction, revisit intention, and recommendation using DINESERV scale. Sustainability (Switzerland), 12(18), 1–19. https://doi.org/10.3390/SU12187435
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Erkmen, E. (2019). Managing restaurant attributes for destination satisfaction: What goes beyond food? Administrative Sciences, 9(1). https://doi.org/10.3390/admsci9010019
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, Marko. (2017). A primer on partial least squares structural equation modeling (PLS-SEM).
Hamdani Trio. (2021). Habis Napas, 1.500 Restoran di Jabodetabek Gulung Tikar! https://finance.detik.com/berita-ekonomi-bisnis/d-5652384/habis-napas-1500-restoran-di-jabodetabek-gulung-tikar
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. https://doi.org/10.1016/j.ijhm.2017.03.006
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31–40. https://doi.org/10.18488/journal.1006/2016.6.2/1006.2.31.40
Hendy, S. (2019). PENGARUH BRAND IMAGE, SERVICE QUALITY, DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP CUSTOMER LOYALTY.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hernikasari, I., Ali, H., Hadita, H., & Penulis, K. (2022). MODEL CITRA MEREK MELALUI KEPUASAN PELANGGAN BEAR BRAND: HARGA DAN KUALITAS PRODUK. 3(3). https://doi.org/10.31933/jimt.v3i3
Jin, N., Lee, S., & Huffman, L. (2012). Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation. Journal of Travel and Tourism Marketing, 29(6), 532–551. https://doi.org/10.1080/10548408.2012.701552
Karmeita, G., Atmaja, K., Nyoman, N., & Yasa, K. (2020). The Role of Customer Satisfaction in Mediating the Influence of Price Fairness and Service Quality on the Loyalty of Low Cost Carriers Customers in Indonesia. International Research Journal of Management, 7(5), 149–159. https://doi.org/10.21744/irjmis.v7n5.984
Kim, M. J., Lee, C. K., & Jung, T. (2020). Exploring Consumer Behavior in Virtual Reality Tourism Using an Extended Stimulus-Organism-Response Model. Journal of Travel Research, 59(1), 69–89. https://doi.org/10.1177/0047287518818915
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(March), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Kwong, K., & Wong, K. (2019). Praise for Mastering Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS in 38 Hours. iUniverse.
Liao, W. L., & Fang, C. Y. (2019). Applying an extended theory of planned behavior for sustaining a landscape restaurant. Sustainability (Switzerland), 11(18), 1–13. https://doi.org/10.3390/su11185100
Lin, Y. H., Lin, F. J., & Wang, K. H. (2021). The effect of social mission on service quality and brand image. Journal of Business Research, 132, 744–752. https://doi.org/10.1016/j.jbusres.2020.10.054
Namkung, Y., & Jang, S. C. (2007a). Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions. Journal of Hospitality and Tourism Research, 31(3), 387–409. https://doi.org/10.1177/1096348007299924
Ngah, H. C., Mohd Rosli, N. F., Lotpi, M. H. M., Samsudin, A., & Anuar, J. (2022). A Review on the Elements of Restaurant Physical Environment towards Customer Satisfaction. International Journal of Academic Research in Business and Social Sciences, 12(11). https://doi.org/10.6007/ijarbss/v12-i11/15621
Nurfitriana, R., Surachman, S., & Hussein, A. S. (2020). The Influence of Brand Image and Brand Love on Customer Loyalty Mediated by Customer Engagement: Study on Consumers of Wardah Cosmetics. Management and Economic Journal (MEC-J), 4(2), 105–116. https://doi.org/10.18860/mec-j.v4i2.6251
Paa, P., Ayu Arifin Pola, P., Wijaya, R., Noho, Y., & Studi Pariwisata, P. (n.d.). PERUBAHAN PERILAKU KONSUMEN DALAM BERBELANJA DI RUMAH MAKAN PADA SAAT PANDEMI COVID-19 DI KOTA GORONTALO.
Prameswari Karina, & Oetarjo Mas. (2023). P a g e | 1 Impact Of Food Quality, Brand Image And Price On Customer Satisfaction In Kue Lapis Kukus Surabaya (Study Of Consumer Lapis Kukus Surabaya At Kecamatan Sedati, Kabupaten Sidoarjo) Pengaruh Food Quality, Brand Image Kabupaten Sidoarjo).
Pranoto, F., Haryono, P. B., & Assa, A. F. (2022). THE EFFECT OF SERVICE QUALITY AND PRICE ON PURCHASE DECISIONS MEDIATED BY BRAND IMAGE. Social Science, Public Administration and Management (HUSOCPUMENT), 2(2), 67–77. https://doi.org/10.51715/husocpument.v2i2.155
Yosepha. (2021). BPS: Mobilitas Masyarakat Berkurang Selama PPKM Darurat. https://databoks.katadata.co.id/datapublish/2021/08/03/bps-mobilitas-masyarakat-berkurang-selama-ppkm-darurat
Saneva, D., & Chortoseva, S. (2018). Service Quality in Restaurants: Customers’ Expectation and Customers’ Perception. SAR Journal, 1(2), 47–52. https://doi.org/10.18421/SAR12-03
Singh, A., Beekman, T. L., & Seo, H. S. (2019). Olfactory cues of restaurant wait staff modulate patrons’ dining experiences and behavior. Foods, 8(12). https://doi.org/10.3390/foods8120619
SOLUNOĞLU, A. (2020). Perceived Food Quality, Satisfaction, Brand Image In Restaurants And Recommendation Intention Relation. Journal of Yaşar University, 15(60), 833–849. https://doi.org/10.19168/jyasar.716064
Tamara, Dr. D., Hartanto, M., Rizky, M. T., & Cahyaputra, I. (2021). Brand Image, Customer Trust, and Customer Loyalty Towards Willingness To Pay of Sports Apparel During Pandemic Covid-19 in Indonesia. Emerging Markets : Business and Management Studies Journal, 8(1), 57–71. https://doi.org/10.33555/embm.v8i1.179
Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F., & Yamin, S. (2022). The Role of Service and Product Quality on Customer Loyalty. Journal of Consumer Sciences, 7(1), 68–82. https://doi.org/10.29244/jcs.7.1.68-82
Tommasetti, A., Singer, P., Troisi, O., & Maione, G. (2018). Extended Theory of Planned Behavior (ETPB): Investigating customers’ perception of restaurants’ sustainability by testing a structural equation model. Sustainability (Switzerland), 10(7), 1–21. https://doi.org/10.3390/su10072580
Troise, C., O’Driscoll, A., Tani, M., & Prisco, A. (2021). Online food delivery services and behavioural intention – a test of an integrated TAM and TPB framework. British Food Journal, 123(2), 664–683. https://doi.org/10.1108/BFJ-05-2020-0418
Tuhin, R., Ali, M. B., Nuruzzaman, M., Alim, M. A., Tuhin, M. R., Sakib, M. S., Omar, M., & Sarker, F. (2020). Can Customer Satisfaction be Gained Through Brand Image and Perceived Value? The Effects of Corporate Image, Service Quality, Consumer Satisfaction, and Perceived Value on Consumer Loyalty: A Field Experience View project SMEs’ Wasted Opportunity to Enhance Economic Development of Bangladesh View project Can Customer Satisfaction be Gained Through Brand Image and Perceived Value? Jahangirnagar University Journal of Marketing. https://www.researchgate.net/publication/351687453
Unde, A. A., & Seniwati. (2019). S-O-R Theory and the issues of environment: The role of online social media in affecting public opinion. IOP Conference Series: Earth and Environmental Science, 343(1). https://doi.org/10.1088/1755-1315/343/1/012102
Victoria Elsa. (2021). Penurunan Ekonomi Sektor Food and Beverage - Analisis - www.indonesiana.id. https://www.indonesiana.id/read/145504/penurunan-ekonomi-sektor-food-and-beverage
Wijaya, V. (2018). THE IMPACT OF BRAND IMAGE ON CUSTOMER SATISFACTION : A STUDY OF MAXX COFFEE IN SURABAYA.
Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in china? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4). https://doi.org/10.3390/foods9040460
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 Vania Pacifika Wajong, Juniarty
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Fakultas Ekonomi dan Bisnis | Universitas Pelita Harapan | Kampus Universitas Pelita Harapan | Gedung F Lt. 12 | Lippo Karawaci, Tangerang - 15811 | Telp 021-5460901 | Fax 54210992