PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTION KONSUMEN RESTORAN CEPAT SAJI KFC DI SURABAYA
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Keywords:
Fast food retailing, Customer satisfaction, Consumer service marketing behavioral intentions, Marketing strategy
Abstract
Pada era globalisasi saat ini, bisnis restauran semakin berkembang. Di Indonesia tipe restoan cepat saji menjadi pilihan favorit. Artikel ini ingin fokus untuk mempelajari apakah service quality, food quality dan price value ratio dari KFC akan mempengaruhi customer satisfaction yang setelah itu mempengaruhi behavioral intention dari konsumen yang pernah datang dan makan di restarant
cepat saji KFC. Tidak hanya itu artikel ini juga ingin mempelajari apakah kepuasan pelanggan akan menyebapkan pelanggan akan kembali lagi dalam konteks restaurant makanan cepat saji.
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References
Aidin Namin(2016) Revisiting customers' perception of service quality in fast food restaurants Journal of Retailing and Consumer Services 34 (2017) 70–81, 875 Perimeter Dr, MS 3161, Moscow, ID 83844, US
Cronin, J.J., Jr, Taylor, S.A., 1992. Measuring service quality: a reexamination and extension. J. Mark., 55–68.
Festus Olorunniwo Maxwell K. Hsu Godwin J. Udo, (2006),"Service quality, customer satisfaction, and behavioral intentions in the service factory", Journal of Services Marketing, Vol. 20 Iss 1 pp. 59– 72
Hong Qin Victor R. Prybutok, (2009),"Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants", International Journal of Quality and Service Sciences, Vol. 1 Iss 1pp. 78 – 95
Hong Qin Victor R. Prybutok Qilan Zhao, (2010),"Perceived service quality in fast-food restaurants: empirical evidence from China", International Journal of Quality & Reliability Management, Vol. 27
Iss 4 pp. 424 – 437
Kisang Ryu Heesup Han Soocheong (Shawn) Jang, (2010),"Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry", International Journal of Contemporary Hospitality Management, Vol. 22 Iss 3 pp. 416 – 432
Cronin, J.J., Jr, Taylor, S.A., 1992. Measuring service quality: a reexamination and extension. J. Mark., 55–68.
Festus Olorunniwo Maxwell K. Hsu Godwin J. Udo, (2006),"Service quality, customer satisfaction, and behavioral intentions in the service factory", Journal of Services Marketing, Vol. 20 Iss 1 pp. 59– 72
Hong Qin Victor R. Prybutok, (2009),"Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants", International Journal of Quality and Service Sciences, Vol. 1 Iss 1pp. 78 – 95
Hong Qin Victor R. Prybutok Qilan Zhao, (2010),"Perceived service quality in fast-food restaurants: empirical evidence from China", International Journal of Quality & Reliability Management, Vol. 27
Iss 4 pp. 424 – 437
Kisang Ryu Heesup Han Soocheong (Shawn) Jang, (2010),"Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry", International Journal of Contemporary Hospitality Management, Vol. 22 Iss 3 pp. 416 – 432
Published
2018-03-01
Section
Bidang Manajemen (M)
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