Pengaruh Kualitas Restoran Terhadap Kepuasan Pelanggan Cengkir Heritage Resto And Coffe

Abstract - This study aims to examine the effect of restaurant quality on customer satisfaction. The research subjects were visitors to the restaurant Cengkir Heritage Resto and Coffe Yogyakarta. This study develops a theoretical model by making three hypotheses that will be tested using the Structural Equation Model (SEM) through the AMOS 18 application program. The survey method used in this study is distributing questionnaires to 120 respondents. This study uses non-probability sampling techniques, namely respondents randomly selected according to the purpose of the study. The results showed that restaurant quality consisting of service quality, food quality and physical environment had a positive effect on customer satisfaction. Keyword: Restaurant quality, customer satisfaction. Abstraks – Penelitian ini bertujuan untuk menguji pengaruh kualitas restoran terhadap kepuasan pelanggan. Subyek penelitian adalah pengunjung restoran Cengkir Heritage Resto and Coffe Yogyakarta. Penelitian ini mengembangkan suatu model teoritis dengan membuat tiga hipotesis yang akan diuji dengan menggunakan Structural Equation Model (SEM) melalui program aplikasi AMOS 18. Metode survei yang digunakan dalam penelitian ini adalah penyebaran kuesioner kepada 120 responden. Penelitian ini menggunakan teknik non-probability sampling, yaitu responden dipilih secara acak sesuai dengan tujuan penelitian. Hasil penelitian menunjukkan bahwa kualitas restoran yang terdiri dari kualitas pelayanan, kualitas makanan dan physical environment berpengaruh positif terhadap kepuasan pelanggan. Kata kunci: Kualitas restoran, kepuasan pelanggan

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Pengaruh Kualitas Layanan Terhadap Citra Destinasi Desa Wisata Ketingan Dengan Electronic Word of Mouth Sebagai Variabel Pemediasi

Khasanah Ilmu - Jurnal Pariwisata Dan Budaya ◽

10.31294/khi.v10i2.6553 ◽

2019 ◽

Vol 10 (2) ◽

Author(s):

Chriswardana Bayu Dewa

Keyword(s):

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Word Of Mouth ◽

Sample Selection ◽

Equation Model ◽

Destination Image ◽

Research Subjects ◽

Probability Sampling ◽

Positive Effect

Abstract- Ketingan Tourism Village is located in Tirtoadi Village, Mlati, Sleman, Yogyakarta which has the potential as one of the village's tourist destination destinations in Yogyakarta. However, the development of the village tourism is still not optimal, especially in terms of product socialization and marketing strategies that have not been prospective, so there needs to be an effort to increase the attractiveness of village tourism.This research presents that, there are many other factors that can influence consumer decisions in traveling, but the source of individual information turns out to be the main influence that shapes one's perception in visiting a tourist area. The research subjects are tourists who are members of the Yogyakarta backpacker facebook group. The sample selection uses a non-probability sampling method consisting of 120 people. Hypotheses are tested using Structural Equation Model (SEM). This study found that service quality has a positive effect on e-word of mouth, e-word of mouth has a positive effect on destination image, service quality has a positive effect on destination image and e-word of mouth can fully mediate a positive relationship between service quality with image destination. Keyword: Service Quality, Destination Image, e-Word of Mouth Abstrak - Desa Wisata Ketingan terletak di Desa Tirtoadi, Mlati, Sleman, Yogyakarta memiliki potensi sebagai salah satu tujuan destinasi obyek wisata desa yang ada di Yogyakarta. Akan tetapi pengembangan desa wisata tersebut masih belum maksimal khususnya dalam hal sosialisasi produk dan strategi pemasaran yang belum prospektif sehingga perlu adanya upaya untuk meningkatkan daya tarik wisata desa. Penelitian ini menyajikan bahwa, banyak sekali faktor lain yang dapat mempengaruhi keputusan konsumen dalam berwisata, tetapi sumber informasi individual ternyata menjadi pengaruh utama yang membentuk persepsi seseorang dalam mengunjungi suatu daerah wisata. Subyek penelitian adalah para wisatawan yang tergabung dalam grup facebook backpacker Yogyakarta. Pemilihan sampel menggunakan metode non-probability sampling yang terdiri dari 120 orang. Hipotesis diuji dengan menggunakan Structural Equation Model (SEM). Penelitian ini menemukan bahwa kualitas pelayanan berpengaruh positif terhadap e-word of mouth, e-word of mouth berpengaruh positif terhadap citra destinasi, kualitas layanan berpengaruh positif terhadap citra destinasi dan e-word of mouth secara penuh dapat memediasi hubungan positif antara kualitas layanan terhadap citra destinasi.Kata Kunci: Kualitas Layanan, Citra Destinasi, e-Word of Mouth

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Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

Author(s):

Sri Widyastuti

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Survey Method ◽

Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

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PENGARUH SERVICE ENCOUNTER DAN EXPERIENTAL VALUE TERHADAP CUSTOMER SATISFACTION (STUDI KASUS MATAHARI DEPARTMENT STORE MATOS MALANG)

Jurnal Manajemen Indonesia ◽

10.25124/jmi.v18i1.1255 ◽

2018 ◽

Vol 18 (1) ◽

Author(s):

Nuri Purwanto

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Physical Environment ◽

Structural Equation ◽

Department Store ◽

Equation Model ◽

Service Encounter ◽

Purposive Sampling ◽

Service Excellence ◽

Personal Interaction

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh service encounter terhadap experiental value, serta pengaruh experiental value terhadap customer satisfaction. Responden adalah 115 orang yang pernah melakukan transaksi pembelian di Matahari Department store MATOS Malang minimal 1 kali dalam 1 bulan. Teknik pengambilan sampel mengunakan purposive sampling dan metode analisia data menggunakan Teknik Structural Equation Model. Hasil penelitian ini menemukan: Dari hasil pembahasan yang tertulis di atas, dapat ditarik beberapa kesimpulan yaitu : Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Efficiency, Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Service Excellence, Physical Environment Encounters berpengaruh negatif dan tidak signifikan terhadap Aesthetic, Physical Environment Encounters berpengaruh positif dan signifikan terhdap Playfulnes, Efficiency berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction, Service Excellence berpengaruh positif dan signifikan terhadap Customer Satisfaction, Aesthetic berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction dan yang terakhir Playfulnes berpengaruh positif dan tidak signifikan terhadap Customer Satisfaction.

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The Influence of Food & Beverage Quality, Service Quality, Place, and Perceived Price to Customer Satisfaction and Repurchase Intention

JOURNAL OF RESEARCH IN MANAGEMENT ◽

10.32424/jorim.v1i1.18 ◽

2018 ◽

Vol 1 (1) ◽

Cited By ~ 1

Author(s):

REZHA ARLANDA BERLIANSYAH ◽

AGUS SUROSO

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Equation Model ◽

Survey Method ◽

Quality Service ◽

Repurchase Intention ◽

Perceived Price ◽

Food And Beverage ◽

Positive Effect

This type of the research is case study with survey method by using questionnaire as a toolof data collection. The study was conducted in Purwokerto area. There are many varioustype of culinary business, such as cafe, restaurant, foodstreet, foodcourt, etc. But one of themost popular in the society now is cafe and restaurant. One of the new cafe and resto thathad been just found in Purwokerto is Level Up. As a new arrival, Level Up have a uniqueconcept, place, foods and beverages, and also the services that can attract young adult inPurwokerto to visit Level Up. But, there was a decrease in the customers who visited LevelUp after a year of standing and the problem that faced by Level Up become a businessphenomenon. Based on the problems above, this research was conducted to analyze thefood and beverage quality, service quality, place, and perceived price to customersatisfaction and repurchase intention. Respondents of this research are 165 respondentscame from consumers in Purwokerto who have been visited Level Up Purwokerto. Thisresearch uses SEM (Structural Equation Model) as analysis tools technique. Statisticalsoftware SPSS is used to analyze the data. The result of hypothesis testing using T-test is inthe following: (1) Food and beverage quality has positive effect on customer satisfaction. (2)Service quality has positive effect on customer satisfaction. (3) Place has a positive but nosignificant effect on customer satisfaction. (4) Perceived price has a positive effect oncustomer satisfaction. (5) Customer satisfaction has a positive effect on repurchaseintention.

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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PENGARUH KOMPENSASI DAN RESILIENSI TERHADAP KEPUASAN KERJA KARYAWAN

Jurnal Muara Ilmu Ekonomi dan Bisnis ◽

10.24912/jmieb.v4i1.7715 ◽

2020 ◽

Vol 4 (1) ◽

pp. 156

Author(s):

Utomo Kevin Tonnisen ◽

Mei Ie

Keyword(s):

Job Satisfaction ◽

Structural Equation Model ◽

Work Experience ◽

Structural Equation ◽

Sampling Technique ◽

Equation Model ◽

Probability Sampling ◽

Purposive Sampling ◽

Employee Job Satisfaction ◽

Positive Effect

Tujuan penelitian ini adalah untuk mengetahui ada tidaknya pengaruh kompensasi terhadap kepuasan kerja karyawan dan pengaruh resiliensi terhadap kepuasan kerja karyawan. Kepuasan kerja karyawan merupakan salah satu variabel yang paling banyak diteliti. Kepuasan kerja didefinisikan sebagai suatu keadaan emosional dialami karyawan, yang bersifat menyenangkan atau bersifat positif. Kepuasan kerja pada umumnya yang dihasilkan dari penilaian karyawan terhadap pengalaman kerja atau pekerjaannya. Dengan demikian, kepuasan kerja menunjukkan sikap positif umum karyawan terhadap pekerjaannya. Apabila karyawan merasa adanya kepuasan kerja, maka karyawan tersebut dapat lebih termotivasi untuk menghasilkan kinerja yang lebih baik. Kepuasan kerja dipengaruhi oleh banyak variabel. Dalam penelitian ini, variabel yang akan diteliti pengaruhnya terhadap kepuasan kerja karyawan adalah kompensasi dan resiliensi. Kompensasi merupakan total penghargaan atau hadiah yang diberikan perusahaan sebagai pembayaran atas hasil pekerjaan karyawan, sedangkan resiliensi merupakan suatu konsep yang menunjukkan kemampuan seseorang untuk mengatasi dan beradaptasi terhadap masa-masa sulit yang dihadapinya. Metode analisis data menggunakan Structural Equation Model (SEM) dengan alat analisis SmartPLS 3.0. Sampel diambil dengan metode non-probability sampling dan teknik purposive sampling. Sampel dalam penelitian sebanyak tigapuluh orang karyawan dengan kriteria merupakan karyawan yang masih aktif bekerja dan memiliki masa kerja minimal satu tahun. Hasil pengujian hipotesis menunjukkan bahwa adanya pengaruh positif kompensasi terhadap kepuasan kerja karyawan dan adanya pengaruh positif resiliensi terhadap kepuasan kerja karyawan. Kesimpulan penelitian ini adalah kompensasi berpengaruh terhadap kepuasan kerja dan resiliensi juga berpengaruh terhadap kepuasan kerja. Keterbatasan penelitisan ini adalah jumlah sampel yang sedikit sehingga pada penelitian mendatang, jumlah sampel penelitian dapat lebih ditingkatkan. The purpose of this study is to determine whether there is an effect of compensation on employee job satisfaction and the effect of resilience on employee job satisfaction. Employee job satisfaction is one of the most widely studied variables. Job satisfaction is defined as an emotional state experienced by employees, which is fun or positive. Job satisfaction in general results from employee evaluations of work experience or work. Thus, job satisfaction shows the general positive attitude of employees towards their work. If employees feel job satisfaction, then the employee can be more motivated to produce better performance. Job satisfaction is influenced by many variables. In this study, the variables that will be examined for their effects on employee job satisfaction are compensation and resilience. Compensation is the total award or prize given by the company as payment for the work of employees, while resilience is a concept that shows a person's ability to overcome and adapt to the difficult times they face. The data analysis method uses Structural Equation Model (SEM) with SmartPLS 3.0 analysis tools. Samples were taken by the non-probability sampling method and purposive sampling technique. The samples in this study were thirty employees with the criteria are employees who are still actively working and have a minimum working period of one year. The results of hypothesis testing indicate that there is a positive effect of compensation on employee job satisfaction and a positive effect of resilience on employee job satisfaction. The conclusion of this study is that compensation has an effect on job satisfaction and resilience also has an effect on job satisfaction. The limitation of this research is the small number of samples so that in future studies, the number of research samples can be further increased.

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Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty

Jurnal Economia ◽

10.21831/economia.v16i2.31521 ◽

2020 ◽

Vol 16 (2) ◽

pp. 223-235

Author(s):

Astri Ayu Purwati ◽

Tomy Fitrio ◽

Frank Ben ◽

Muhammad Luthfi Hamzah

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Sampling Technique ◽

Equation Model ◽

Probability Sampling ◽

Business Competitiveness ◽

Customer Satisfaction And Loyalty

Abstract: In this globalization era, companies are always required to show excellent performance and be able to adapt in changes and current business competitiveness. The aim of this research was to analyzed the effect of product quality and after-sales service on customer satisfaction and loyalty in one of distributor companies in Pekanbaru Riau namely PT Oscarmas Pekanbaru. The sampling technique used in this study was probability sampling with the total of 82 customers as respondents. Data analysis technique was Structural Equation Model (SEM) using Smart PLS. The results of this research showed that the product quality had no significant effect on customer satisfaction but had significant effect on customer loyalty, after-sales services had significant effect on both customer satisfaction and customer loyalty and satisfaction had no effect on customer loyalty. Thus, study proved that between product quality and after-sales service had no indirect effect on customer loyalty through satisfaction.Keywords: product quality, after-sales service, customer satisfaction, customer loyalty Kualitas Produk dan Layanan Purna Jual dalam Meningkatkan Kepuasan dan Loyalitas PelangganAbstrak: Di era globalisasi ini, perusahaan selalu dituntut untuk menunjukkan kinerja yang sangat baik dan mampu beradaptasi dalam perubahan dan daya saing bisnis saat ini. Tujuan dari penelitian ini adalah untuk menganalisis dampak kualitas produk dan layanan purna jual terhadap kepuasan dan loyalitas pelanggan di salah satu perusahaan distributor di Pekanbaru Riau yaitu PT Oscarmas Pekanbaru. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah probability sampling dengan total 82 pelanggan sebagai responden. Teknik analisis data adalah Structural Equation Model (SEM) menggunakan Smart PLS. Hasil penelitian ini menunjukkan bahwa kualitas produk tidak memiliki pengaruh signifikan terhadap kepuasan pelanggan tetapi memiliki pengaruh signifikan terhadap loyalitas pelanggan, setelah layanan penjualan memiliki pengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan dan kepuasan tidak berpengaruh pada loyalitas pelanggan. Dengan demikian penelitian membuktikan bahwa antara kualitas produk dan layanan purna jual tidak memiliki efek tidak langsung pada loyalitas pelanggan melalui kepuasan.Kata kunci: kualitas produk, layanan purna jual, kepuasan pelanggan, loyalitas pelanggan

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Pengaruh Brand Experience dan Brand Image terhadap Brand Loyalty pada Pelanggan BonCabe di Jakarta: Customer Satisfaction debagai Variabel Mediasi

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v5i1.10230 ◽

2021 ◽

Vol 5 (1) ◽

pp. 16

Author(s):

Cindy Irawati

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Brand Loyalty ◽

Structural Equation ◽

Brand Image ◽

Equation Model ◽

Partial Least Square ◽

Least Square ◽

Brand Experience ◽

Positive Effect

The purpose of this study is to explore the effect of Brand Experience, Brand Image, Customer Satisfaction on Brand Loyalty for BonCabe customers in Jakarta. Variables used are Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. This is a descriptive research that use non-probabilistic sampling method (240 data closed-questions questionnaires, 7 scale of Likert, compiled in 2019-2020 from BonCabe customers in Jakarta). The data analysis technique is using SEM (Structural Equation Model) methodology (using software: Partial Least Square 3) with α = 0,05. The results are: (1) a) brand experience and b) brand image has a significant and positive effect toward customer satisfaction of BonCabe in Jakarta. (2) a) brand experience and b) brand image has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (3) customer satisfaction has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (4) customer satisfaction could mediate a) brand experience and b) brand image so that they have significant and positive effect toward brand loyalty of BonCabe in Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh Brand Experience, Brand Image, Customer Satisfaction terhadap Brand Loyalty pada produk bernama BonCabe di wilayah Jakarta. Variabel yang digunakan adalah Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. Data yang digunakan adalah data yang dikumpulkan di tahun 2019-2020. Teknik pengumpulan data menggunakan kuesioner tertutup 7 skala Likert, yang menggunakan metode SEM (Structural Equation Model) diolah menggunakan software PLS (Partial Least Square 3) dengan nilai α = 0,05. Hasil analisis menyimpulkan bahwa (1) Terdapat pengaruh a) brand experience dan b) brand image terhadap customer satisfaction BonCabe di Jakarta. (2) Terdapat pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta. (3) Terdapat pengaruh customer satisfaction terhadap brand loyalty BonCabe di Jakarta. (4) Terdapat customer satisfaction yang dapat memediasi pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta.

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Pengaruh Generativity, Experience Expectation dan Motivation Terhadap Visit Intention Pada Museum Mojopahit Mojokerto

WIDYA MANAJEMEN ◽

10.32795/widyamanajemen.v3i1.1245 ◽

2021 ◽

Vol 3 (1) ◽

pp. 97-106

Author(s):

Jeffry Andreanto Ferdian ◽

Erna Andajani ◽

Siti Rahayu

Keyword(s):

Data Processing ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Primary Data ◽

Sampling Techniques ◽

Significant Positive Effect ◽

Museum Data ◽

Convenience Sampling ◽

Positive Effect

This research aims to determine the effect of generativity, experience expectation, and motivation on visit intention. The object that we use here is Mojokerto Mojopahit Museum. Data processing was carried out using the IBM SPSS 24 program, in addition, researchers used IBM AMOS 22 which will be used for the SEM method or Structural Equation Model. The data in this study will use primary data obtained from online questionnaires. Respondents in this study were 200 people who have an interest in coming to the Mojopahit Museum in Mojokerto and have a generative nature. Sampling used non-probability sampling techniques and convenience sampling. The results of this study will indicate a significant positive effect of generativity on experience expectation, then experience expectation on motivation, and the influence of motivation on visit intention at the Mojopahit Museum in Mojokerto.

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Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Konsumen Rumah Makan Langensari

Agriecobis : Journal of Agricultural Socioeconomics and Business ◽

10.22219/agriecobis.vol3.no1.22-31 ◽

2020 ◽

Vol 3 (1) ◽

pp. 22

Author(s):

Syifa Fauzia ◽

Rahayu Relawati ◽

Gumoyo Mumpuni Ningsih

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Consumer Satisfaction ◽

Structural Equation ◽

Equation Model ◽

Factors Affecting ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Fixed Prices ◽

Positive Effect

Restaurant is an interesting business, because of the high profits. The high competition between culinary businesses can encourage businesses to reach consumer satisfaction, in order to get their loyalty. The purpose of this study was to analyze the factors affecting the consumer satisfaction and loyalty at Langensari Restaurant. Accidental sampling was used to take 76 consumers as the research sample. The Structural Equation Model (SEM) and Customer Satisfaction Index (CSI) were used to analyze the data. The study result shows that consumers visiting Langensari Restaurant were very satisfied with the score of 93,57 percent. It means that the restaurant performance in the form of products, fixed prices, places, and services were fulfill the consumers expectation. Price and place affected customer satisfaction, while product and service did not affect customer satisfaction. Satisfaction had a positive effect on loyalty. The higher the level of cunsomer satisfaction, the higher the loyalty. Products, prices, services, and places also indirectly influence loyalty. Restaurants should improve the performance in terms of products, prices, services, and places. They need to be improve the flavor, price affordability, and toilet cleanliness.

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