PENGARUH EMPLOYEE SATISFACTION TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY RESTORAN KELUARGA DI SURABAYA

  • Dion Heggie Hartono Goey Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: employee satisfaction, customer satisfaction dan customer loyalty

Abstract

Penelitian ini bertujuan untuk membuktikan pengaruh antara employee satisfaction terhadap customer satisfaction dan customer loyalty restoran keluarga di Surabaya. Jenis penelitian yang digunakan adalah penelitian kausal dengan pendekatan kuantitatif. Penelitian ini menggunakan pendekatan purposive sampling yang merupakan teknik pengambilan sampel berdasarkan pertimbangan atau penilaian pribadi peneliti terkait dengan karakteristik populasi yang sesuai untuk dijadikan sampel penelitian. Responden dalam penelitian ini berjumlah 210 orang. Analisis dalam penelitian ini menggunakan SEM (Structural Equation Modeling) dan diolah menggunakan software SPSS versi 18.0 for Windows serta AMOS versi 22.0 for Windows untuk pengujian Model Measurement dan Structural.Hasil penelitian ini menunjukkan bahwa hipotesis 1 dan 3 telah terdukung dan berpengaruh positif signifikan yaitu employee satisfaction berpengaruh positif signifikan terhadap customer satisfaction,  Customer satisfaction berpengaruh positif signifikan terhadap customer loyalty. Sedangkan hiptesis 2 tidak terdukung dan tidak signifikan yaitu  employee satisfaction berpengaruh positif signifikan terhadap customer satisfaction    

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Published
2018-03-01
Issue
Vol. 7 No. 1 (2018): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)
Section
Bidang Manajemen (M)

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