PENGARUH NILAI BUDAYA FACE, NILAI BUDAYA HARMONY, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY  RESTORAN X.O DI SURABAYA

Steffi Tifani Rahardjo

PENGARUH NILAI BUDAYA FACE, NILAI BUDAYA HARMONY, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY RESTORAN X.O DI SURABAYA

Steffi Tifani Rahardjo Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya

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Keywords: Face, Harmony, Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

Penelitian ini bertujuan untuk menguji pengaruh nilai budaya Face dan Harmony serta Service quality terhadap Customer Satisfaction dan Customer Loyalty Restoran X.O.di Surabaya. Penelitian ini menggunakan Structural Equation Modeling (SEM) dengan software LISREL versi 8.7. Pengumpulan datanya menggunakan metode survey yaitu melalui pembagian kuesioner. Jumlah sampel dalam penelitian ini adalah 310 responden. Hasil penelitian ini adalah (1). Nilai budaya face dan harmony berpengaruh positif signifikan terhadap customer satisfaction restoran X.O di Surabaya (2). Nilai budaya face dan harmony tidak berpengaruh terhadap customer loyalty Restoran X.O.di Surabaya (3). Service quality berpengaruh postif signifikan terhadap customer satisfaction dan customer loyalty restoran X.O di Surabaya.

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Published

2014-03-01

Issue

Vol. 3 No. 1 (2014): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)

Section

Bidang Manajemen (M)

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