PENGARUH SERVICESCAPE, SERVICE ENCOUNTER, PERCEIVED CONGRUENCY TERHADAP EMOSI DAN KEPUASAN PELANGGAN PADA RESTORAN ETNIK DREAM OF KAHYANGAN DI SURABAYA
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh servicescape, service encounter, perceived congruency terhadap emosi dan kepuasan pelanggan di restoran Dream of Kahyangan Surabaya. Penelitian ini menggunakan data kuantitatif. Jumlah sampel yang digunakan dalam penelitian ini adalah 150 responden dengan menggunakan teknik non-probability sampling. Metode pengolahan data yang digunakan adalah uji regresi linier berganda. Hasil penelitian ini menyatakan bahwa terdapat pengaruh positif antara servicescape, service encounter, perceived congruencyterhadap emosi dan kepuasan pelanggan di restoran Dream of Kahyangan Surabaya, tetapi efek interaktif antara perceived congruency dan pleasure maupun arousal berpengaruh negatif terhadap kepuasan pelanggan.
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References
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