PENGARUH QUALITY OF PHYSICAL ENVIRONMENT, FOOD QUALITY DAN SERVICE QUALITY TERHADAP RESTAURANT IMAGE, CUSTOMER PERCEIVED VALUE, CUSTOMER SATISFACTION DAN BEHAVIORAL INTENTIONS PADA HACHI-HACHI BISTRO DI SURABAYA

  • Rico Setiawan Sudiro Jurusan Magister Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
  • Dudi Anandya Jurusan Magister Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
Abstract Views: 623 times
PDF - FULL TEXT Downloads: 1075 times
Keywords: Quality of Physical Environment, Food Quality, Service Quality, Restaurant Image, Customer Perceived Value, Customer Satisfaction, Behavioral Intentions

Abstract

Penelitian ini bertujuan untuk melakukan analisis pengaruh kualitas layanan dalam industri restoran (quality of physical environment, food quality dan service quality) terhadap restaurant image, customer perceived value, customer satisfaction dan behavioral intentions pada Hachi-Hachi Bistro di Surabaya. Penelitian ini merupakan penelitian causal study dengan menggunakan pendekatan causal explanation. Penelitian yang dilakukan menggunakan metode kuantitatif dengan membagikan kuesioner secara langsung kepada pelanggan Hachi-Hachi Bistro di Surabaya dengan kriteria minimal 2 kali kunjungan dan makan di restoran tersebut pada bulan Oktober 2015-Maret 2016. Sampel responden yang digunakan dalam penelitian ini sebanyak 200 responden. Metode pengolahan data menggunakan software SPSS untuk melakukan pre test dan Lisrel untuk melakukan uji normalitas, uji confirmatory factor analysis (CFA), model struktural dan respesifikasi model struktural untuk mendapatkan kriteria nilai goodness of fit yang baik. Berdasarkan hasil temuan dalam penelitian ini, ada perbedaan dari penelitian sebelumnya oleh Ryu et al, 2012. Penelitian sebelumnya mengambil obyek penelitian, karakteristik responden, jumlah responden dan waktu penelitian yang berbeda. Dalam penelitian ini, diketahui bahwa quality of physical environment berpengaruh terhadap restaurant image, food quality berpengaruh terhadap restaurant image, service quality berpengaruh terhadap restaurant image, quality of physical environment tidak berpengaruh terhadap customer perceived value, food quality berpengaruh terhadap customer perceived value, service quality berpengaruh terhadap customer perceived value, restaurant image berpengaruh terhadap customer perceived value, restaurant image berpengaruh terhadap customer satisfaction, customer perceived value berpengaruh terhadap customer satisfaction dan customer satisfaction berpengaruh terhadap behavioral intentions sehingga 1 hipotesis penelitian tidak diterima atau tidak berpengaruh (diterima sebagian) pada  physical environment quality terhadap customer perceived value. 

Downloads

Download data is not yet available.

References

Andreassen, T.W., dan B. Lindestad. 1998. Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise, International Journal of Service Industry Management, Vol. 9 (1): 7-23.

Beritajatim. 2015. SRA: Rumah Makan Bu Rudi Terbaik di Surabaya. http://m.beritajatim.com/gaya_hidup/251655/sra:_rumah_makan_bu_rudi_terbaik_di_surabaya.html (diunduh tanggal 14 Maret 2016).

Brady, M.K., dan J.J. Cronin. 2001. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach, The Journal of Marketing, Vol. 65 (3): 34-49.

Bujisic, M., J. Hutchinson., dan H.G. Parsa. 2014. The effects of restaurant quality attributes on customer behavioral intentions, International Journal of Contemporary Hospitality Management, Vol. 26 (8): 1270-1291.

Byrne, B.M. 2010. Structural Equation Modelling with AMOS: Basic Concepts, Applications, and Programming. Second Edition. New York: Routledge Taylor & Francis Group.

Chang, K.C. 2013. How reputation creates loyalty in the restaurant sector, International Journal of Contemporary Hospitality Management, Vol. 25 (4): 536-557.

Chen, P.T., dan H.H. Hu. 2010a. The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry, International Journal of Hospitality Management, Vol. 29: 405-412.

Chen, P.T., dan H.H. Hu. 2010b. How determinant attributes of service quality influence customer-perceived value: An empirical investigation of the Australian coffee outlet industry, International Journal of Contemporary Hospitality Management, Vol. 22 (4): 535-551.

Colgate, M., dan B. Lang. 2001. Switching barriers in consumer markets: an investigation of the financial services industry, Journal of Consumer Marketing, Vol. 18 (4): 332-347.

Cortina, J.M., G. Chen., dan W.P. Dunlap. 2001. Testing Interaction Effects in Lisrel: Examination and Illustration of Available Resources, Organizational Research Methods, Vol. 4 (4): 324-360.

Cretu, A.E., dan R.J. Brodie. 2007. The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective, Industrial Marketing Management, Vol. 36: 230-240.

Efferin, S., S.H. Darmadji., dan Y. Tan. 2008. Metode Penelitian Akuntansi: Mengungkap Fenomena dengan Pendekatan Kuantitatif dan Kualitatif. Graha Ilmu: Yogyakarta.

Eggert, A., dan W. Ulaga. 2002. Customer perceived value: a substitute for satisfaction in business markets?, Journal of Business and Industrial Marketing, Vol. 177 (2/3): 107-118.

Ferdinand, A. 2002. Structural Equation Modeling Dalam Penelitian Manajemen Aplikasi Model-Model Rumit Dalam Penelitian untuk Tesis Magister dan Disertasi Doktor, Fakultas Ekonomi UNDIP: Semarang.

Ghobadian, A., S. Speller., dan M. Jones. 1994. Service quality: concepts and models, International Journal of Quality & Reliability Management, Vol. 11 (9): 43-66.

Han, H., dan K. Ryu. 2009. The roles of physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry, Journal of Hospitality & Tourism Research, Vol. 33 (4): 487-510.

Homer, P.M. 2008. Perceived Quality and image: when all is not rosy, Journal of Business Research, Vol. 61 (7): 715-723.

Huang, et al. 2014. Promote the price promotion: The effects of price promotions on customer evaluations in coffee chain stores, International Journal of Contemporary Hospitality Management, Vol. 26 (7): 1065-1082.

Jang, C., dan Y. Namkung. 2009. Perceived quality, emotions and behavioral intentions: Application of an extended Mehrabian-Russel model to restaurants, Journal of Business Research, Vol 62: 451-460.

Kang, G.D., dan J. James. 2004. Service quality dimensions: an examination of Gronroos’s service quality model, Managing Service Quality: An International Journal, Vol. 14 (4): 266-277.
Published
2017-09-01