| dc.contributor.author | Salsabila, Nadia Khansa | |
| dc.date.accessioned | 2025-02-11T04:24:12Z | |
| dc.date.available | 2025-02-11T04:24:12Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/7873 | |
| dc.description | ABSTRACT This study examines the direct and indirect effects of product quality and service quality on Alami Restaurant & Catering Service con sumers repurchase intention with customer satisfaction as an intervening variable. The variables studied are product quality (X1), service quality (X2), customer satisfaction (Y1), and repurchase intention (Y2). Product quality has five indicators, namely the taste, quantity, variation, hygienity, and innovation. Service quality has five indicators, namely reliability, responsiveness, assurance, empathy, and tangibles. Customer satisfaction has three indicators, namely conformity of expectations, good purch asing experience, and good perception of purchasing in the company. Repurchase intention has three indicators, namely intention to repurchase, intention to revisit, and trust to reuse the services given. The population in this study are all Alami Restaurant & Catering Service customers and this quantitative research distributed questionnaires to 270 Alami Restaurant & Catering Service customers as respondents determined using purposive sampling, specifically w ho came directly to the restaurant and have made a minimum purchase one time at the restaurant. The research found that product quality and service quality had a positive and significant effect on customer satisfaction; product quality and service quality had a positive and significant effect on repurchase intention; and product quality and service quality had a positive effect toward repurchase intention with partial mediation of customer satisfaction. Theoretical contribution of this study is product qua lity and service quality positively influenced restaurant consumers repurchase intention and used customer satisfaction as intervening variable. Further , this study is among the many that applied the product quality and service quality concepts to the rest aurant sector. The implication for management is to improve product quality through standard improvement, product development, and innovation. In addition, improving service quality through training and development programs for employees, improving SOPs, a nd physical facilities. The goal is to increase customer satisfaction and affect the level of repurchase intention. This research’s limitations include the availability of data regarding the latest number of restaurants in East Java and Surabaya and the li mited variables studied. | en_US |
| dc.description.abstract | Penelitian ini menguji pengaruh langsung dan tidak langsung kualitas produk dan kualitas layanan terhadap minat beli ulang konsumen Alami Restaurant & Catering Service dengan kepuasan pelanggan sebagai variabel intervening. Variabel yang diteliti adalah kualitas produk (X1), kualitas pelayanan (X2), kepuasan pelanggan (Y1), dan minat beli ulang (Y2). Kualitas produk memiliki lima indikator yaitu rasa, k uantitas, variasi, higienitas, dan inovasi. Kualitas pelayanan memiliki lima indikator yaitu reliability , responsiveness , assurance , empathy , dan tangibles . Kepuasan pelanggan memiliki tiga indikator yaitu kesesuaian harapan, pengalaman berbelanja baik, da n persepsi baik atas pembelian di perusahaan. Minat beli ulang memiliki tiga indikator yaitu minat membeli ulang , minat mengunjungi kembali, dan percaya untuk menggunakan kembali jasa layanan . dalam penelitian ini adalah seluruh pelanggan Alami Restauran t & Catering Service dan penelitian kuantitatif ini menyebarkan kuesioner kepada 270 pelanggan Alami Restaurant & Catering Service sebagai responden yang ditentukan dengan teknik purposive sampling yaitu pelanggan yang datang langsung ke restoran dan t elah melakukan pembelian minimum satu kali di restoran. Hasil penelitian menemukan bahwa kualitas produk dan kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan; kualitas produk dan kualitas layanan berpengaruh positif dan signifika n terhadap minat beli ulang; dan kualitas produk dan kualitas layanan berpengaruh positif t erhadap minat beli ulang dengan mediasi parsial kepuasan pelanggan. Kontribusi teoritis dari penelitian ini adalah kualitas produk dan kualitas layanan b erpengaruh positif terhadap minat b eli ulang konsumen restoran dan menggunakan kepuasan pelanggan sebagai variabel intervening. Selanjutnya, penelitian ini termasuk di antara banyak yang menerapkan konsep kualitas produk dan kualitas layanan pada sektor restoran. Imp likasinya bagi manajemen adalah meningkatkan kualitas produk melalui perbaikan standar, pengembangan produk, dan inovasi. Selain itu, peningkatan kualitas pelayanan melalui program pelatihan dan pengembangan bagi karyawan, penyempurnaan SOP, dan fasilitas fisik. Tujuannya untuk meningkatkan kepuasan pelangg an dan mempengaruhi tingkat minat beli ulang. Keterbatasan penelitian ini meliputi ketersediaan data terbaru mengenai jumlah restoran di Jawa Timur dan Surabaya serta keterbatasan variabel yang diteliti | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | Kualitas Produk | en_US |
| dc.subject | Kualitas Pelayanan | en_US |
| dc.subject | Kepuasan Pelanggan | en_US |
| dc.subject | Minat Beli Ulang | en_US |
| dc.subject | Pelanggan Restoran | en_US |
| dc.subject | Product Quality | en_US |
| dc.subject | Service Quality | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Repurchase Intention | en_US |
| dc.subject | Restaurant Customers | en_US |
| dc.title | PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP REPURCHASE INTENTION KONSUMEN ALAMI RESTAURANT & CATERING SERVICE DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.nidn | 6691429 | |
| dc.identifier.kodeprodi | 61101 | |
| dc.identifier.nim | 0108011920056 | |
| dc.identifier.dosenpembimbing | Timotius Febry Christian Wahyu Sutrisno | |
