PENGARUH PERCEIVED WAITING TIME DAN SATISFACTION WITH WAITING ENVIRONMENT TERHADAP SERVICE SATISFACTION DI RESTORAN XSURABAYA
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Keywords:
Perceived Waiting Time, Satisfaction with Waiting Environment, Waiting Time Satisfaction, Service Satisfaction
Abstract
This research was conducted to determine the effect of perceived waiting time andsatisfaction with waiting environment on waiting time satisfaction and service satisfaction in X restaurant Surabaya. Descriptive analysis along with Partial Least Square is used in this research. The result shows there is a positive significant effect between perceived waiting time and waiting time satisfaction also from waiting time satisfaction and service satisfaction, and also a positive but not significant effect from satisfaction with waiting environment and waiting time satisfaction also from satisfaction with waiting environment and service satisfaction. It also found a negative but not significant effect from perceived waiting time and service satisfaction.
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in services. Managing Service Quality, 17(2), 174-193.
Blackwell, R.D., Miniard, P.W., & Engel, J.F. (2006). Consumer behavior ao” ed). Mason,
OH: South-Western.
Bungin, H.M.B. (2009). Metodologi penelitian kuantitatif. Jakarta: Kencana Prenada Media
Group.
Fitzsimmons, J.A., & Fitzsimmons, M.J. (2001). Service management, at ed). New York:
McGraw-Hill.
Greene, T.C., Bell, P.A., & Fisher, J.D. (2005). Eviromental psychology (p.184). Routledge:
Taylor & Francis Group.
Grewal, D., Baker, J., Levy, M., & Voss, G.B. (2003). The effects of wait expectations and store
atmosphere evaluations on patronage intentions in service-intensive retail stores.
Journal of Retailing, 79(4), 259-268.
Waiting room. Retrieved April 6, 2015, from: http://en.wikipedia.org/wiki/waiting room
Jamridafrizal. (2010). Agresivitas dan kecemasan. Retrieved October 26, 2014, from Scribd:
http://www.scribd.com/doc/17376693/Agresivitas-Dan-Kecemasan
Keller, K.L. (2006). Marketing Management, (12 ed), Upper Saddle River: Pearson Education,
Inc.
Kotler, P. (2000). Manajemen pemasaran Jilid 2: analisis, perencanaan, implementasi, dan
pengendalian, (3 ed). (Chrisanti Hasibuan & Jaka Wasana, Trans). Jakarta: Penerbit
Erlangga.
McDonnell, J. (2007). Music, scent and time preferences for waiting lines. International
Journal of Bank Marketing, 25(4), 223-237.
McGuire, K.A., et al. (2010). A framework for evaluating thecustomer wait experience.
Journal of Service Management, 21(3), 269 — 290.
Noone, B. M., Kimes, S. E., Mattila, A. S., & Wirtz, J. (2007). The effect of meal pace on
customer satisfaction. Corneil Hotel and Restaurant Administration Quarterly, 48(3).
231-244.
Ryu, K., & Han, H. (2011). New or repeater customers: how does physical environment
influence their restaurant experience?. International Journal of Hospitality Management.
30(2011). th
Sugiyono. (2003). Statistika untuk penelitian (S ed.) Bandung: CV. Alphabeta.
Sugiyono. (2007). Metode Penelitian Pendidikan pendekatan kuantitatif, kualitatif, dan R&D.
Bandung: Alfabeta
Tjiptono, T., & Chandra, G. (2005). Service guality satisfaction. Yogyakarta: Penerbit Andi.
Walker, J.R., & Lundberg.D.E. (2005). The restaurant from concepi to operation (4 ed.)
Wiley: John Wiley and Sons, Inc.
Yamin, S., & Kurniawan, H. (2011). Generasi baru mengolah data penelitian dengan partial
least sguare path modeling: Aplikasi dengan software XL STAT, SmartPLS, dan Visual
PLS. Jakarta: Salemba Infotek.
Published
2018-03-01
Section
Bidang Manajemen (M)
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