Ferdiansyah, Fachrel (2020) Pengaruh Kualitas Makanan, Kualitas Layanan, Kualitas Suasana dan Harga terhadap Kepuasan Pelanggan dengan Peran Karakteristik Pelanggan di Restoran Kintan dan Hanamasa Buffet Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
This study aims to examine the significance of impact from Food Quality, Service Quality, Ambience, and Price on Customer Satisfaction with the moderating role of customer characteristics at Kintan and Hanamasa Buffet restaurants in Surabaya. This research is a quantitative study with a questionnaire as the main data source. The sample is as many as 240 customers from Kintan Buffet and Hanamasa Buffet restaurants. The data analysis techniques to prove the hypothesis are Warp-PLS and SPSS for Windows. The results showed that in the Kintan Buffet and Hanamasa Buffet restaurants, food quality, ambience and price have positive and significant effects on customer satisfaction. Service quality does not have significant effect on customer satisfaction of Kintan Buffet and Hanamasa Buffet restaurants. Education moderates the effect of ambience on Customer Satisfaction at Kintan Buffet Restaurant, mean while Education moderates the effect of Price on Customer Satisfaction. The last finding shows that there is no difference in satisfaction levels between Kintan Buffet and Hanamasa Buffet restaurant customers. Keywords: Food Quality, Service Quality, Ambience, Price, Customer Satisfaction
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | FACHREL FERDIANSYAH |
| Date Deposited: | 18 Mar 2021 16:05 |
| Last Modified: | 18 Mar 2021 16:05 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7501 |
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